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<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html> | <html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html> | ||
= | <span id="What_is_a_service.3F">A [[Service|service]] is defined by [[ISO 20000]], the international standard for [[Service Management|service management]], as <i>'a means of delivering value for the customer by facilitating outcomes the customer wants to achieve'</i> [[#service-definition-ISO20000|[1]]].</span> | ||
[[ISO 20000]], the international standard for [[Service Management|service management]], | |||
Typical examples of services are information technology services such as applications hosted in the cloud, education and training services or medical services. | Typical examples of services are information technology services such as applications hosted in the cloud, education and training services or medical services. | ||
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<meta itemprop="keywords" content="customer-facing services" /> | <meta itemprop="keywords" content="customer-facing services" /> | ||
<meta itemprop="keywords" content="service type B2C" /> | <meta itemprop="keywords" content="service type B2C" /> | ||
<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management/what-is-service/customer-facing-services.jpg" width="480" height="270" title="Customer-facing services" alt="Service type (1): Customer-facing services are provided to consumers outside the organization." /></a> | <img itemprop="contentUrl" style="margin:0px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/service-management/what-is-service/480px/customer-facing-services.jpg 480w, https://yasm.com/wiki/en/img/service-management/what-is-service/customer-facing-services.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/service-management/what-is-service/customer-facing-services.jpg" width="480" height="270" title="Customer-facing services" alt="Service type (1): Customer-facing services are provided to consumers outside the organization." /></a> | ||
<div class="thumbcaption" style="margin:0px | <div class="thumbcaption" style="margin:5px 0px 15px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/service-management/what-is-service/customer-facing-services.jpg" title="Customer-facing services">Customer-facing services</a></b></span></div></div></div> | ||
<p style="word-wrap:normal; margin:10px 0px 0px 0px;">Customer‑facing services are provided to consumers outside the organization.</p> | <p style="word-wrap:normal; margin:10px 0px 0px 0px;">Customer‑facing services are provided to consumers outside the organization.</p> | ||
<p>Typical examples are</p> | <p>Typical examples are</p> | ||
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<meta itemprop="keywords" content="internal services" /> | <meta itemprop="keywords" content="internal services" /> | ||
<meta itemprop="keywords" content="shared services" /> | <meta itemprop="keywords" content="shared services" /> | ||
<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management/what-is-service/internal-services-and-shared-services.jpg" width="480" height="270" title="Internal services vs. shared services" alt="Service type (2): Internal services are often provided as part of a shared services model." /></a> | <img itemprop="contentUrl" style="margin:0px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/service-management/what-is-service/480px/internal-services-and-shared-services.jpg 480w, https://yasm.com/wiki/en/img/service-management/what-is-service/internal-services-and-shared-services.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/service-management/what-is-service/internal-services-and-shared-services.jpg" width="480" height="270" title="Internal services vs. shared services" alt="Service type (2): Internal services are often provided as part of a shared services model." /></a> | ||
<div class="thumbcaption" style="margin:0px | <div class="thumbcaption" style="margin:5px 0px 15px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: <a href="https://yasm.com/wiki/en/img/service-management/what-is-service/internal-services-and-shared-services.jpg" title="Internal services and shared services">Internal services and shared services</a></b></span></div></div></div> | ||
<p style="word-wrap:normal; margin:10px 0px 0px 0px;">Many organizations apply the methods of service management not only to their customer-facing services, but also to internal services.</p> | <p style="word-wrap:normal; margin:10px 0px 0px 0px;">Many organizations apply the methods of service management not only to their customer-facing services, but also to internal services.</p> | ||
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<meta itemprop="keywords" content="external services" /> | <meta itemprop="keywords" content="external services" /> | ||
<meta itemprop="keywords" content="supporting services" /> | <meta itemprop="keywords" content="supporting services" /> | ||
<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/service-management/what-is-service/external-supporting-services.jpg" width="480" height="270" title="External supporting services" alt="Service type (3): Service integrators using external supporting services." /></a> | <img itemprop="contentUrl" style="margin:0px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/service-management/what-is-service/480px/external-supporting-services.jpg 480w, https://yasm.com/wiki/en/img/service-management/what-is-service/external-supporting-services.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/service-management/what-is-service/external-supporting-services.jpg" width="480" height="270" title="External supporting services" alt="Service type (3): Service integrators using external supporting services." /></a> | ||
<div class="thumbcaption" style="margin:0px | <div class="thumbcaption" style="margin:5px 0px 15px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 3: <a href="https://yasm.com/wiki/en/img/service-management/what-is-service/external-supporting-services.jpg" title="Service integrators using external supporting services">Service integrators using external supporting services</a></b></span></div></div></div> | ||
<p style="word-wrap:normal; margin:10px 0px 0px 0px;">Service providers typically outsource some of the work to external suppliers. Service providers thus act as "service integrators", which allows them to adopt a more flexible model, using external supporting services as needed.</p> | <p style="word-wrap:normal; margin:10px 0px 0px 0px;">Service providers typically outsource some of the work to external suppliers. Service providers thus act as "service integrators", which allows them to adopt a more flexible model, using external supporting services as needed.</p> | ||
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Revision as of 16:06, 19 August 2022
A service is defined by ISO 20000, the international standard for service management, as 'a means of delivering value for the customer by facilitating outcomes the customer wants to achieve' [1].
Typical examples of services are information technology services such as applications hosted in the cloud, education and training services or medical services.
Common types of services are:
- Customer-facing services, provided to customers outside the organization
- internal services, provided by one unit to one or several other units in the same organization
- external supporting services, provided to the organization by third-party suppliers.
Services vs. products
Products and services are related concepts, and looking at the differences between them helps to better understand the nature of services:
- Products are tangible or intangible items that are usually owned by the consumer and that can be moved, returned or replaced. Products can be produced in advance.
- Services are work or benefits provided to customers on demand. Services cannot be produced in advance.
Successful businesses often combine products and services to offer a complete "solution" to their customers. For example, a manufacturer of elevators may sell its products and in addition provide services, such as on-site assembly, regular maintenance and emergency assistance.
Services thus enhance the value of products to customers and allow businesses to maintain a long-term relationship with their clients.
Customer-facing services
Fig. 1: Customer-facing services
Customer‑facing services are provided to consumers outside the organization.
Typical examples are
- transportation services
- healthcare services
- financial services
- etc.
Many organizations apply the methods of service management not only to their customer-facing services, but also to internal services.
Internal services are delivered by one unit to one or several other units in the same organization. Examples of internal services are
- HR services
- IT services
- facility services
- procurement services
- etc.
Internal services are often provided as part of a shared services model that allows businesses to cluster similar resources and increase their operating efficiency. Shared services typically deliver technical and administrative support in areas common to all business units in a company. In many cases, they underpin core business functions.
Service integrators using external supporting services
Service providers typically outsource some of the work to external suppliers. Service providers thus act as "service integrators", which allows them to adopt a more flexible model, using external supporting services as needed.
Service integrators aggregate and consolidate the services provided by multiple suppliers to deliver a cohesive and reliable portfolio of services to the customers.
For service integration to work, organizations need to manage the relationship, contracts and performance of external suppliers, which calls for a robust supplier management process.
Related topics
Notes and references
[1] ISO/IEC 20000-1:2018. Information technology - Service management - Part 1: Service management system requirements. International Organization for Standardization ISO, 2018. Retrieved February 12, 2021.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
What is a service? › Services vs. products › Customer-facing services › Internal services and shared services › External supporting services
