---

Costs are the amount of money spent on a service or service component.

Risks are possible events that could cause harm or loss or make it more difficult to achieve objectives.

Services are designed to help customers achieve outcomes by reducing the need to manage specific costs and risks.

Not all costs and risks are removed by a service.

Some costs and risks remain with the service consumer, while others are managed by the service provider.

The allocation of costs and risks should be clearly understood by all parties involved.

---

2. How This Applies to TakeCars (Car Rental Marketplace)

This video completes the value–cost–risk triangle, which is fundamental to both ITIL theory and marketplace design.

a) Costs in TakeCars terms

Costs managed by TakeCars and hosts:

• Vehicle purchase and depreciation
• Maintenance and servicing
• Insurance arrangements
• Platform development and hosting

Costs still borne by the customer:

• Rental fee
• Fuel
• Fines and tolls
• Optional extras

Customers pay for outcomes, but not for ownership.

---

b) Risks in TakeCars terms

Risks reduced by the service:

• Vehicle reliability risk (screened hosts)
• Insurance complexity
• Fraud and payment risk
• Availability uncertainty

Risks retained by the customer:

• Misuse of the vehicle
• Late return
• Damage caused during use
• Rule violations

Risks retained by hosts:

• Wear and tear
• Downtime between rentals
• Behaviour of renters

This shared allocation is exactly what ITIL describes.

---

c) Why clarity of cost and risk allocation matters

Most disputes arise when:

• Customers assume all risk is removed
• Hosts assume TakeCars absorbs all loss
• Platform policies are vague

Clear allocation:

• Reduces disputes
• Simplifies support decisions
• Protects trust

---

d) Exam-critical insight

If the exam asks:

“What do services do regarding costs and risks?”

Correct logic:

• Services reduce the need to manage specific costs and risks
• They do not eliminate all costs and risks

Answers implying “complete removal” are incorrect.

---

3. Key Things to Read / Remember Right Before the Exam

Costs and risks (very high probability)

• Costs = money spent
• Risks = potential negative events
• Services reduce, but do not remove, costs and risks
• Responsibility is shared

---

Common exam traps

• All risks are transferred to the provider → False
• Customers have no remaining costs → False
• Risk management is one-sided → False

---

One-line memory hook

Services shift and reduce costs and risks, but never eliminate them entirely.