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A. A mobile phone enables a user to work remotely.
Goods.
B. A password allows a user connect to a WiFi network.
Access to resources.
C. A license allows a user to install a software product.
Access to resources.
D. A service desk agent provides support to a user.
Service action.
Service actions are actions performed by the service provider to address the needs of the service consumer. In this case, providing support to a user is a direct service action performed by the service desk agent.
The definition of service action is , “ Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly.” in this case, the service desk agent ( is the service provider/service users) providing the service outcome to the user.
Examples from the book - 2.3.2 Service offerings
Goods ===> 1. A mobile phone 2. A physical server
Access to resources ===> Access to the mobile network, or to network storage
Service actions===> 1. User support 2. Replacement of a piece of equipment
Why? Answers A to C all indicate a user performing their day to day activities. D is the only answer which demonstrates a service provider providing serivce!
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