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ITIL defines a service as follows:

A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.

Service Management is what enables a service provider to:

• understand the services that they are providing from both a consumer and provider perspective;

• ensure that the services really do facilitate the outcomes that their customers want to achieve;

• understand the value of those services to their customers and hence their relative importance;

• Understand and manage all of the costs and risks associated with providing those services.

The definition of Service Management is:

Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services.

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Jermey Lakin

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3y ago

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