What is defined as a means of delivering value to customers in ITIL?

In ITIL, a service is defined as a means of delivering value to customers. This definition is foundational to the ITIL framework, which emphasizes that services are tailored to meet the needs of users and deliver benefits in a cost-effective manner. A service consists of components such as people, processes, technology, and information that work together to provide value to the customer.

The focus on delivering value underscores the importance of understanding customer needs and expectations in service design and delivery. ITIL guides organizations to align their services with business goals and customer requirements, making customer satisfaction a top priority.

While resources, processes, and products all play significant roles in service management, they do not by themselves deliver value to customers. Resources refer to the assets that are used to deliver services; processes are structured sets of activities designed to accomplish a specific goal. Products, on the other hand, can be considered tangible items offered to customers but do not inherently represent a means of delivering ongoing value without being part of a service framework.

Understanding that a service is a mechanism for delivering value enables organizations to effectively manage their service portfolios and strive for continuous improvement in the quality and performance of their services.