Which concept focuses on the shared responsibilities between service providers and customers?

Value co-creation is the concept that emphasizes the collaborative effort between service providers and customers to generate value. This concept is at the heart of ITIL 4, as it underlines that value is not created by service providers alone but is realized through interactions and collaborations with customers.

In value co-creation, both parties contribute their resources, knowledge, and expertise to achieve outcomes that are beneficial to both. This collaborative approach ensures that the services delivered align with customer needs and expectations, leading to successful service experiences and improved satisfaction.

The other concepts, while related to service management, do not specifically highlight the shared responsibilities between the two parties as clearly as value co-creation does. For instance, service delivery pertains more to the implementation and management of services, service offerings focus on what services are available and their features, while service management encompasses the entire framework used to govern and improve service delivery. However, none of these concepts directly capture the collaborative aspect of generating value that is central to value co-creation.