ITIL Foundation 1-3: What is a Service?

Define and explain the concept of a service

Services – a means of delivering value to customers, by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.”

IT Service – combination of information technology, people, and processes. ( Customer facing or supporting services)

Outcomes – The result of carrying out an activity, following a process, or delivering and IT service, etc.

  • Types of Services
    • Core Services – deliver the basic outcomes required by the customer.  This is the service they are paying for.
    • Enabling Services – ensure the core service can be delivered successfully.  Customer may not know about these.  (infrastructure, networking, etc)
    • Enhancing Services – enhance the core service; make it more appealing to the customer.  Not essential, but adds value and customer satisfaction