CHAPTER 3: IT-DRIVEN SERVICES, OUTCOME AND OUTPUT
It’s a service Jim, but not as we know it.
Covered in this chapter
• About business services
• The definition of services
• The difference between service, outcome and service output
• About delivering services that are needed
• The service offering
3.1 What is a business service?
Think about any air carrier, BA, United, America, Easy Jet and our mythical Mythical. Now define the service. Depending on your perspective, it could be taking people from point A to point B. Another person might add the word ‘safely’. Someone else might point out that buying a ticket is part of the service. What about on-board catering (we know it is foul, and most often fowl, but be honest, you still want the try ...
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