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The capabilities and resources that exist within each service asset are what ITSM uses to determine the best way to exploit assets for their maximum ROI. Service assets are what we use to create value, influence demand, and provide services. This can be applied no matter what type of service it is. Consider this list within a manufacturing, financial, retail, IT, or health business. It applies equally in terms of the type of assets the business has and their use to provide value.



A common ailment of the ITSM(information technology system management) partnership is the failure to recognize that these assets require management from both sides of the Service Management partnership. For example, corporate culture is also a key service asset. It can also be a key service disabler if attitudes and behaviors do not support the service philosophy of a company. The business will have specific service needs that dictate how the ITSP needs to provide them. The ITSP, in order to meet service expectation, needs the business to follow certain processes to avail themselves of a service. If the business customer does not follow the expected process, the provider is at a disadvantage and cannot provide the expected result.

For example, a customer buys and installs software on their computer but fails to notify the supplier who maintains it. This customer did not follow the agreed process of first notifying the supplier so that p