ITIL (IT Infrastructure Library) Service Management Notes – Part 1

ITIL Service Management defines a number of terms, this primer is a quick reference guide.  You should find this useful when revising for your ITIL Foundation Exam.

Outcome: The output from executing a process that delivers a SERVICE

Service: A way of delivering value to a customer by enabling an Outcome the customer wants to achieve without incurring the overhead of owning the whole process or risks of delivering it.

IT Service: Delivered by an IT Service Provider. It is a combination of technology, people and processes.

There are 3 types of Service:

1. An internal customer facing service: IT Service provided to another part of the same company.
2. An external customer facing service: IT Service provided directly to an external customer, for example a music download service.
3. A supporting service: A service which is not directly used by the business or an external customer but which is required by the IT Service provider to deliver other services, for example backup and recovery.

These service types can be further sub-defined as:

1. Core Services: These are the (top level) services that would be recognised by the customer as the service they are paying for.
2. Enabling Services: These are services needed to deliver Core Services. They may be visible to customers but are not sold to them in their own right.
3. Enhancing Services: Think of these as “Core Services Plus”. They are not essential to delivering the Core Service but are extras used to differentiate the service from its competitors

Service Package: A bundle of two or more services (could be core, enabling or enhancing) designed to meet a specific type of customer requirement or to underpin a specific business outcome.

Service Value: Customers cannot benefit from something that is fit for purpose but not fit for use and vice versa. What’s the point of having a fantastic helpline if its always engaged when you phone it. Service Value therefore breaks down into Utility and Warrenty.

1. Utility – What the service gives the customer – it’s fitness for purpose. Think of this as the functionality provided by a product or service to meet a particular need. In my example a helpline that will be able to answer any technical question.
2. Warranty – How it is delivered – it’s fitness for use, eg sufficient capacity, availability, security etc. This is the assurance that the product or service will meet its agreed requirements. This may be expressed formally in an SLA. In my example the helpline will be open 24 hours a day and the call will be answered within 30 seconds.