- ITIL Basics
- ITIL - Home
- ITIL - Overview
- ITIL - Terminologies
- ITIL - Service Basics
- ITIL - Service Lifecycle
- Service Strategy
- ITIL - Service Strategy Overview
- ITIL - Service Strategy Roles
- ITIL - Strategy Generation
- ITIL - Service Portfolio Management
- Business Relationship Management
- ITIL - Demand Management
- ITIL - Financial Management
- Service Design
- ITIL - Service Design Overview
- ITIL - Service Catalogue Management
- ITIL - Service Level Management
- ITIL - Capacity Management
- ITIL - Availability Management
- ITIL - Service Continuity Management
- Information Security Management
- ITIL - Supplier Management
- Service Transition
- ITIL - Service Transition Overview
- ITIL - Project Management
- ITIL - Change Management
- Service Assets and Configuration Management
- Release and Deployment Management
- ITIL - Service and Validation Testing
- Service Operation
- ITIL - Service Operation Overview
- ITIL - Event Management
- ITIL - Incident and Request
- ITIL - Problem Management
- ITIL - Access Management
- Continual Service Improvement
- CSI Overview
- Service Reporting
- Selected Reading
- UPSC IAS Exams Notes
- Developer's Best Practices
- Questions and Answers
- Effective Resume Writing
- HR Interview Questions
- Computer Glossary
- Who is Who
ITIL - Service Basics
This chapter discusses the Service basics of ITIL in detail.
Service is a means of delivering value to customers by achieving customer's desired results while working within given constraints.
Services vs. Products
The following table shows the comparison for services and products −
|Services are not tangible.||Products are tangible.|
|Services are produced and consumed at same time.||Products are not produced and consumed at same time.|
|Services are inconsistent.||Products are consistent.|
|The user participates in the production of services.||The user doesn’t participate in the production of products.|
Service Management refers to all aspects of the management of IT service provision. According to ITIL, Service management contains all organizational capabilities for the generation of added value to the customers as service.
Goals of Service Management
The main goals of Service management are −
Make IT services adaptable towards the present and future requirements of an organization and its customers.
Develop and maintain good and responsive relationship with the business.
Make effective and efficient use of all IT resources.
Optimizing the quality of delivered services.
Reduction of long term cost of service delivery.
Achieving Service Management
The key activities needed to be performed in order to achieve business and customer’s satisfaction are given hereunder −
Documenting, negotiating and agreeing to customer and business quality targets and responsibilities in Service Level Agreements (SLAs).
Regular assessment of customer opinion in customer feedback and customer satisfaction surveys.
IT personnel taking the customer and business perspective and always trying to keep customer interactions as simple as possible.
Understanding the ICT infrastructure.
IT personnel regularly taking the customer journey and sampling the customer experience.