Page 73 - ITIL® Foundation 3.15
P. 73
What is a Service (Official)
What makes IT services valuable
to our customer is
the ability for the
service to allow the
customer to
achieve an
outcome that the
customer wants to
achieve without
making that
customer
responsible for the
cost, maintenance
and upkeep of the
infrastructure or
technology that
allows the service
to be delivered.
The customer is
only concerned
with the “business
outcome” that they are looking to achieve. If a service, or an organization, or an individual employee makes the achievement of that outcome easier or more ensured, then that entity will be highly valued by the customer that achieves the outcome.
IT services are composed of many elements. ITIL uses the term Configuration Item or CI. These CI’s could be hardware, software, operating systems, networking gear, applications, desktop components, wide-area network connections, storage, or even people. The user does not care how the service is composed, but only that the service delivers the ability to achieve their outcome.
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