IT as a Service (ITaaS) Framework, The: Transform to an End-to-End Services Organization and Operate IT like a Competitive Business, First Edition

Chapter 4. Service Delivery Taxonomy and Definition of a Service

Now we begin our review of Cisco’s ITaaS framework in earnest, and it must start with a detailed and well-rounded examination of exactly how an IT organization defines an IT Service. Although consideration for defining a well-known term may seem trivial, as you will see, its impact on the Service delivery framework’s capabilities, resulting customer experience, and ability to achieve desired outcomes is quite significant.

If you have a background in existing IT Service management standards and practices, which include their own definition of Services, you will find some similarities in Cisco’s definition. But you will also find that the ITaaS framework takes an equally simpler ...