The central component of service management is the service itself. Service management refers to the set of activities and processes involved in the planning, design, delivery, and improvement of services to meet the needs and expectations of customers. The service is the primary focus of service management, and all other activities, processes, and elements revolve around ensuring the effective and efficient delivery of the service to achieve desired outcomes for both the service provider and the service consumer.
When services are delivered by the provider, they create a new resource for the service consumer or modify their existing ones. Service delivery involves the provision of services to meet the agreed-upon requirements and expectations of the service consumer. As part of the delivery process, the provider may create new resources or modify existing ones to ensure the effective delivery of the service. These resources can include infrastructure, systems, processes, and any other necessary components to deliver the service successfully.
The ITIL governance defined in the ITIL Service value system includes the activities to enable organizations to continually align their operations with the strategic direction set by the governing body.
The role that authorizes the budget for service consumption is typically the sponsor. The sponsor is a key role within the service management structure, responsible for providing the necessary financial resources and support for the delivery and consumption of services. The sponsor approves and allocates the budget for service consumption, ensuring that the necessary funds are available to cover the costs associated with utilizing the services. The sponsor plays a crucial role in overseeing the financial aspects of service delivery and ensuring that the budget aligns with the strategic objectives of the organization.
The role that the organization takes while receiving the services is that of a consumer. In the context of service management, an organization acts as a consumer when it receives services from a service provider. As a consumer, the organization is the recipient of the services and relies on the service provider to deliver the agreed-upon services to meet its needs and expectations. The organization may have specific requirements and service level agreements with the service provider, and it is responsible for ensuring that the services received align with its objectives and contribute to its overall success.
In the context of ITIL (IT Infrastructure Library), a service offering includes goods, access to resources, and service actions. A service offering refers to the combination of products, services, and resources that are provided to customers to meet their specific needs and requirements. This can include tangible goods, such as hardware or software, as well as intangible services and access to resources necessary for delivering the service.
