ITIL® V3 Foundation Complete Certification Kit: 2009 Edition 15
Copyright The Art of Service
Email: service@theartofservice.com | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: +61 (0)7 3252 2055 | Brisbane, Australia
2.1 What are Services?
The concept of IT Services as opposed to IT components is central to understanding the Service
Lifecycle and IT Service Management principles in general. It requires not just a learned set of skills
but also a way of thinking that often challenges the traditional instincts of IT workers to focus on the
individual components (typically the applications or hardware under their care) that make up the IT
infrastructure. The mindset requires instead an alternative outlook to be maintained, with the focus
being the Service oriented or end-to-end view of what their organization actually provides to its
customers.
The official definition of a Service is “a means of delivering value to Customers by facilitating
outcomes customers want to achieve without the ownership of specific costs or risks”. Well what does
this actually mean? To explain some of the key concepts I will use an analogy that most (food lovers)
will understand.
While I do enjoy cooking, there are often times where I wish to enjoy quality food without the time and
effort required to prepare a meal. If I was to cook, I would need to go to a grocery store, buy the
ingredients, take these ingredients home, prepare and cook the meal, set the table and of course
clean up the kitchen afterwards. The alternative of course, I can go to a restaurant that delivers a
service that provides me with the same outcome (a nice meal) without the time, effort and general fuss
if I was to cook it myself.
Now consider how I would identify the quality and value of that service being provided. It isn’t just the
quality of the food itself that will influence my perceptions but also:
• The cleanliness of the restaurant.
• The friendliness and customer service skills of the waiters and other staff.
• The ambience of the restaurant (lighting, music, decorations etc.).
• The time taken to receive my meal (and was it what I asked for?).
• Did they offer water as well as normal drinks and beverages?
If just one of these factors don’t meet my expectations than ultimately the perceived quality and value
being delivered to me as a customer are negatively impacted.
Now relate this to our role in providing an IT Service. If we as IT staff focus on the application or
hardware elements being provided and forget or ignore the importance of the surrounding elements
that make up the end-to-end service, just like in the example of the restaurant, the customer
experience and perceived quality and value will be negatively impacted.
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