Page 75 - ITIL® Foundation 3.15

Internal vs. External Services
External Services delivered to External Customers
Internal Services delivered to Internal Customers
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
In order to understand the value of the services being provided, service providers must differentiate between internal and external services. External services are typically easier to determine the value of delivery because the service provider will receive actual remuneration (money) for delivery. Internal services are those delivered to an internal customer and must be linked to the service increasing the productivity of the internal customer in order to determine their actual value. Internal services are only understood to be valuable if they accomplish the task of increasing the productivity of the internal customer through increased performance, or minimization of constraints that cannot be removed.
Which type of service (internal or external) would best help the business to measure whether or not their investment in a service was valuable?
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