Which of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
One Comment on “Which of the following are the two primary elements that create value for customers?”
Michael McNeilsays:
Page 50 of ITIL3 Service Strategy
Resources and capabilities are types of assets (Figure 3.8).
Organizations use them to create value in the form of
goods and services. Resources are direct inputs for
production. Management, organization, people, and
knowledge are used to transform resources. Capabilities
represent an organization’s ability to coordinate, control,
and deploy resources to produce value. They are typically
experience-driven, knowledge-intensive, informationbased,
and firmly embedded within an organization’s
people, systems, processes and technologies. It is relatively
easy to acquire resources compared to capabilities.
Supplementary guidance on capabilities and resources is
presented in Appendix B, Section B.1.
Page 50 of ITIL3 Service Strategy
Resources and capabilities are types of assets (Figure 3.8).
Organizations use them to create value in the form of
goods and services. Resources are direct inputs for
production. Management, organization, people, and
knowledge are used to transform resources. Capabilities
represent an organization’s ability to coordinate, control,
and deploy resources to produce value. They are typically
experience-driven, knowledge-intensive, informationbased,
and firmly embedded within an organization’s
people, systems, processes and technologies. It is relatively
easy to acquire resources compared to capabilities.
Supplementary guidance on capabilities and resources is
presented in Appendix B, Section B.1.