are a means of delivering value to customers by facilitating outcomes customers want
to achieve without the ownership of specific costs and risks.
Within IT Service Management the term Service is also used as a synonym for
an IT Service we mean a Service provided to one or more Customers by an IT Service Provider.
An IT Service is based on the use of Information Technology and supports the Customer's
Business Processes. IT staff often confuse a ‘service’ as perceived by the customer with an IT
system. An IT Service is made up from a combination of people, processes and technology.
is a set of specialized organizational
for providing value to
customers in the form of services.
The capabilities take the form of
for managing services over a lifecycle,
with specializations in strategy, design, transition, operation, and continual improvement.
The capabilities represent a service organization’s capacity, competency, and confidence for
action. The act of transforming resources into valuable services is at the core of service
management. Without these capabilities, a service organization is merely a bundle of
that by itself has relatively low intrinsic value for customers.
Service management however, is more than just a set of capabilities. It is also a professional
supported by an extensive body of knowledge, experience, and skills. A global
community of individuals and organizations in the public and private sectors fosters its growth
and maturity. Formal schemes exist for the education, training, and certification of practicing
organizations and individuals influence its quality. Industry best practices, academic research,
and formal standards contribute to its intellectual capital and draw from it.
Service Management is also used as a synonym for
IT Service Management
. By IT Service
Management we mean the implementation and management of Quality IT Services that meet
the needs of the Business. IT Service Management is performed by IT Service Providers
through an appropriate mix of people, process and Information Technology.
(Ref: 01-2. Define and explain the concept of a
(SS, SD, ST, SO, CSI 2.2.1))
(Ref: 01-3. Define and explain the concept of
(SS, SD, ST, SO, CSI 2.1))
ITIL v3 Study Guide v1.0