4.2.4. Deliver and Support
💡 First Principle: Deliver is about providing the service against what was agreed; support is about helping when things go wrong or users need something — the "provide it, and help with it" pair, and the most-confused couple in the set.
The purpose of deliver is to provide services to consumers in line with agreed expectations and service levels — the ongoing fulfilment of the service promise. The purpose of support is to help consumers and users by handling incidents, fulfilling requests, and resolving problems so value keeps flowing.
⚠️ Exam Trap: Deliver and support are distinct. Deliver = ongoing provision against agreed levels; support = handling issues, requests, and problems. A question contrasting them will reward this boundary.
Reflection Question: A user can't log in and contacts the help desk. Is that primarily a "deliver" or a "support" concern, and why?
