A provider maintains a single mobile banking platform, built from its applications, staff, infrastructure and partner contracts. From that platform it markets a 'personal banking' package and a separate 'business banking' package, each with different features and terms. In ITIL terms, what is the mobile banking platform?
ITIL 4 Foundation, objective 1. Key concepts of service management hard
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The options
Not correct A single resource of the provider
Wrong. The applications, staff, infrastructure and partner contracts are the individual resources. ITIL reserves the term product for the configuration those resources are assembled into, which is what the stem describes.
Not correct A service offering
Wrong. The two marketed packages are the offerings. The underlying resource configuration they are both built from is the product.
Not correct A service relationship
Wrong. A service relationship is the cooperation between provider and consumer, not a set of resources.
Correct A product
Correct. A product is a configuration of an organization's resources designed to offer value for a consumer, and one product can underpin several service offerings.
Why
Products are configurations of resources (people, information, technology, partners) that a provider assembles. Consumers do not usually see the whole product: they see service offerings tailored to their group, and several offerings can be based on the same product. Keeping the two apart is what lets a provider reuse resources across markets.
Where this comes from
- Cited
- ITIL 4 syllabus clause 1
- What it says
- Product: a configuration of an organization's resources designed to offer value for a consumer; offerings are based on products.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 1 and space the ones you get wrong.