O'Reilly logo

ITIL Foundation Essentials: The exam facts you need by Claire Agutter

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

CHAPTER 2: SERVICES

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

For example, a customer using a data centre service does not want to take ownership of the costs of individual hardware elements, or manage risks related to power, etc. The customer wants to pay for, and use, the service.

IT service:

  • Provided by IT service providers
  • Made up of IT, people and processes
  • Customer-facing IT services directly support the business processes of customer(s), according to SLA targets
  • Supporting services are used to deliver customer-facing services.

Service providers define results-based services focused on customer outcomes.

Outcome:

“The result ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required