How does itil define service

Skip to main content Skip to main navigation. UC Santa Cruz. Information Technology Services. New to UCSC? Need Help? The SVC evaluates and processes its inputs until it delivers an output in the form of a service outcome that delivers value to the customer. ITIL v4 moves away from delivering IT services to internal users to enabling and co-creating value with customers and non-IT parts of the business. Given our starting definition of ITIL service delivery, the types of services that are offered, and the continued evolution of ITIL service delivery, our final unofficial definition of ITIL service delivery changes to the following:.

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Before launching into the service definition process, it is necessary to determine whether an offering is a service or not. A service is a coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. See " Is it a Service? Existing services benefit from service definition in multiple ways. Work with the existing Service manager and Service team for existing services to:.

If it would be a new service or one for which there is no service manager or service team, continue to Step 3 to fill the key roles necessary for service definition: Service Sponsor, Service Manager, Service Team.

As part of ongoing service delivery, the Service Manager works with the Service Team on continuous improvement, including. For questions, additional information, or feedback please contact Client Services and Support using the ITS feedback form. Last modified: August 10, Skip to main content Skip to main navigation. UC Santa Cruz. Opposite to external, the internal customer facing services will be provided inside a company or organisation from one service or department to another.

The differentiation is important for at least accounting departments as external customer facing service is often expected to generate business revenues while the internal customer facing service will only create move between cost centres. Anyway, internal customer facing services should also be considered for the external customer facing services revenues they contribute to generate.

They therefore have to fully understand how the attached services work to ensure to provide the right deliverable. The main difference between internal customer facing service and supporting service is that a customer facing service is designed to be delivered to both internal and external customers; the supporting service is more considered as something that is needed but despite it would help, could not generate direct revenues.

Services could also be classified on how they are connected each other and with customer requirements. The core service is actually what the customer has asked to his provider. An enabling service, compared to a supporting service can be seen by a customer even if it could not be directly charged to him.

An enhanced service is not asked by the customer but will be a key differentiator against the provider competitors. The service packages generally contain options that will be used to make them more suitable to actual customer requirements. The value of an IT service may be difficult to figure out on a first view as it has nothing concrete; it could anyway be considered as what could be deserved to ask — and pay - for a service. Actually, it contains two main parts.

The utility is what the customer will actually receive and will fit his outcome purpose. The warranty covers how the utility will be delivered in order to fit the outcome use. To properly deliver a service, a provider will need assets. They could be sorted out in two different categories.

Compared to the next topic, resources cover all tangible provider assets. The capabilities have a key role in service management. A service provider who would not have them could be just considered as a bunch of resources, but without value and difficult to provide what will meet customer expectations with a constant level of quality. For example, even if a provider has a lot of people available, he will not be able to deliver a service in a proper manner if none of them have been trained on the specific service.

Service management refers to the implementation and management of quality information technology services. It is process-focused and is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management.

Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.