Page 50 - ITIL® Foundation 3.15

What does Information Technology mean to your customer?
The term
information
technology
(IT) can
mean
different
things to
different
people according
to the context in
which it is used. It can be understood as:
1) A collection of systems,
applications and infrastructure as components or sub-assemblies of a larger product. IT is embedded in processes and services.
2) An organization with its own set of resources and capabilities.
3) A category of services that the business is dependent upon.
4) A category of business assets providing a
stream of benefits for the owners. These benefits could include revenue, income, and profit. IT costs are treated as investments.
All IT organizations should act as if they were external service providers. Using principles of service management to ensure that delivery of the outcomes required by their customers should be the service providers most important consideration. Only by understanding that they exist in a state of competition with other (possibly external) service providers, can they achieve the ability to protect strategic relationships with their customer.
IT service management (ITSM): 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.
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