Join Mark Thomas for an in-depth discussion in this video What is a service?, part of Cert Prep: ITIL Foundations.
- If we want to take a service oriented approach we have to really understand what a service is. And so, a service is a means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs and risks. They're asking us in IT to deliver this for them because the business isn't prepared or it does not want to actually do it themselves, so that's we want to look at the service oriented approach. And so, as we're taking a look at this, let's talk about what a service facilitates.
A service facilitates outcomes. These are, I'm going to read a little bit to you here you might want to listen through this, so outcomes is the result of carrying out an activity, following a process or delivering an IT service intended as well as actual results. So, by providing required performance while reducing the influence of constraints, constraints could be resources, regulations, contracts etc. So, moving towards an outcome based service delivery, moves the IT beyond the business IT alignment and into integration which is really what we're talking about of that outcome.
We want to be out of the integration and be truly aligned, grow in to that next piece of that. So the key to this definition, the key to understanding this is understanding what value really means. So value, we'll talk more about value and some other stuff too, but really value has two key components to that, two pieces. One is what we call utility, utility fit for purpose, and fit for purpose basically means the service meets a particular need, which is what the customer gets, that's fit for purpose and that's utility.
Let's look at warranty next, warranty says fit for use. Well if fit for purpose meets a particular need, what the customer gets, warranty is going to be basically do we have enough capacity, do we have enough continuity, security, how it's actually delivered. What they get versus how it's delivered that's utility and warranty. So, services facilitate these outcomes by enhancing the performance of tasks, reducing the effect of those constraints that we talked about just a few minutes ago. Now, we have kind of an understanding what a service is, what is an IT service? So, when IT delivers functionality to the business, that functionality it the IT service.
So we are talking specifically about the IT service side. So, we've got an internal service and an external service. The difference here we are talking about, internal services generally are delivered to departments and business units that support the internal activities. Internal activities those businesses use to support those. An external service would therefore be that service that achieves business outcomes. So those are the differences, kind of, between the internal and external side of this. We'll talk about some different types of services here in the next slide, and I keep on messing that one up, so stay with me a second and I will just come up here and go to the different types of service classifications.
So essentially three types we have, remember we have internal and external and the way we might classify those is in what we call a core, enabling or an enhancing service. So the core service delivers something the customer wants, what the customer is willing to buy, willing to pay for. I like to use email for example, it's pretty, not always a simple service, but it seems pretty well understood what email is, so we're not actually providing Microsoft Exchange or Lotus, we're actually providing email, that's the actual service we are providing.
We might have an enabling service. Allows the customer to receive the core service, so to go back to the email, a core, excuse me, an enabling service, when I think about it what service might be required might be required in order to provide that core service? Might be something like active directory, a service that we actually manage within IT. The customer is not necessarily buying active directory from us, they're buying the core service, email, but we have to have the enabling service, i.e. active directory in order for that to be successful.
And then we might have an enhancing service. That enhancing service is added to that core service and they excitement factor, now this is something that may or may not be paid for but think about like email, we have email service as our core service, an enabling part of that might be active directory, now we might have OWA, online access, or might be additional security for that email, those type of things are the, I hate to use bells and whistles, but it adds that extra flavor, that extra piece to that service that the customers really, really get into that piece, so it's more of the attractive side of each one of those things.
So those are the three classification types of the services that we have.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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