{"id":139,"date":"2026-01-08T11:13:28","date_gmt":"2026-01-08T08:13:28","guid":{"rendered":"https:\/\/ruck.nz\/?p=139"},"modified":"2026-01-08T11:13:28","modified_gmt":"2026-01-08T08:13:28","slug":"8-5-service-value","status":"publish","type":"post","link":"https:\/\/ruck.nz\/?p=139","title":{"rendered":"8.5. Service value"},"content":{"rendered":"\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Service value is created through the interaction of service providers and service consumers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Value is realised when services help consumers achieve their desired outcomes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The perception of value may differ between different stakeholders.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Costs are the amount of money spent on a service, while risks are potential events that could cause harm or loss.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Services help customers achieve outcomes by reducing the need to manage specific costs and risks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Service providers and service consumers share responsibility for managing risks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Value is co-created throughout the service relationship, not at a single point in time.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">2. How This Applies to <strong>TakeCars<\/strong> (Car Rental Marketplace)<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">This video deepens the <strong>value, cost, and risk<\/strong> concept, which is central to both ITIL theory and TakeCars\u2019 business reality.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">a) Value is realised only when the trip succeeds<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Value is not created at booking<\/li>\n\n\n\n<li>Value is realised when the customer completes the trip successfully<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">A booking that ends in:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cancellation<\/li>\n\n\n\n<li>Breakdown<\/li>\n\n\n\n<li>Dispute<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Has destroyed or reduced value, even if revenue was collected.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">b) Different stakeholders perceive value differently<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Guest values convenience, safety, predictability<\/li>\n\n\n\n<li>Host values utilisation, income, low hassle<\/li>\n\n\n\n<li>TakeCars values successful transactions and trust<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These perceptions often conflict.<br>ITIL explicitly recognises this, which is why \u201cvalue is subjective\u201d appears repeatedly in the exam.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">c) Costs and risks shifted away from the customer<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Examples of costs and risks removed by TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vehicle ownership costs<\/li>\n\n\n\n<li>Maintenance planning<\/li>\n\n\n\n<li>Insurance negotiation<\/li>\n\n\n\n<li>Depreciation risk<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">What remains with the customer:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Usage-related risk<\/li>\n\n\n\n<li>Compliance with rules<\/li>\n\n\n\n<li>Care of the vehicle<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This shared responsibility is exam-relevant.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">d) Shared risk responsibility in a marketplace<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ITIL is clear:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Providers do not absorb all risk<\/li>\n\n\n\n<li>Consumers do not absorb all risk<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Platform manages platform risk<\/li>\n\n\n\n<li>Hosts manage vehicle condition risk<\/li>\n\n\n\n<li>Guests manage usage risk<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">When this balance is unclear, disputes arise.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">3. Key Things to Read \/ Remember Right Before the Exam<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\">Value, cost, and risk (very high probability)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Value is realised through outcomes<\/li>\n\n\n\n<li>Value is subjective<\/li>\n\n\n\n<li>Services reduce the need to manage costs and risks<\/li>\n\n\n\n<li>Risk responsibility is shared<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Exam trap to avoid<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cThe service provider removes all risk\u201d \u2192 Incorrect<\/li>\n\n\n\n<li>\u201cValue is delivered at the point of sale\u201d \u2192 Incorrect<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Look for wording that includes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Outcomes<\/li>\n\n\n\n<li>Shared responsibility<\/li>\n\n\n\n<li>Co-creation<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">One-line memory hook<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Value emerges over time through outcomes, with costs and risks shared between provider and consumer.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">You have now completed <strong>video 8.5<\/strong>, which closes the <strong>core service relationship and value block<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Next good options:<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service value is created through the interaction of service providers and service consumers. Value is realised when services help consumers achieve their desired outcomes. The perception of value may differ between different stakeholders. Costs are the amount of money spent on a service, while risks are potential events that could cause harm or loss. Services [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-139","post","type-post","status-publish","format-standard","hentry","category-1"],"_links":{"self":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/139","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=139"}],"version-history":[{"count":1,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/139\/revisions"}],"predecessor-version":[{"id":140,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/139\/revisions\/140"}],"wp:attachment":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=139"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=139"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=139"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}