What is a Service
Services represent the distinct offerings or activities that contribute to delivering value to a customer, stakeholder, or organizational outcome. They illustrate how value is generated and flows through an organization, connecting strategic objectives to tangible deliverables. By focusing on outcomes and stakeholder needs, services enable organizations to identify inefficiencies, optimise service delivery, and ensure alignment with strategic priorities.
Keywords to look for include: Services, Offerings, Process, Flow, Customer Journey, and Outcome.
To differentiate a service from a product:
Service: Represents ongoing activities or processes performed to deliver value. Services are characterised by interaction and experiences, often requiring real-time execution and collaboration with customers or stakeholders. Examples include consulting, maintenance, or training.
Product: Denotes distinct, tangible or intangible offerings designed as self-contained solutions. Products are characterised by defined features, lifecycle stages, and measurable performance. Examples include software, devices, or pre-packaged solutions.
This distinction clarifies that while products are standalone deliverables, services focus on the processes and experiences leading to value generation.
Services attributes
Domain | Attribute | Description | Example |
Services | Title | The name of the service offering or activity | IT Support Services |
Services | Description | A detailed explanation of what the service entails and how it delivers value | 24/7 technical support delivered through multiple channels |
Services | Purpose | The intended outcome and value proposition of the service | To ensure business continuity through rapid issue resolution |
Services | Owner | The individual or team responsible for service delivery and management | Service Delivery Manager |
Services | Organizational Unit | The organizational unit(s) responsible for or involved in service delivery | IT Operations, Customer Support |
Services | Service Level Agreements | Defined standards and metrics for service delivery and performance | Response within 15 minutes, 99.9% uptime |
Services | Delivery Channels | The channels and methods through which the service is provided | Phone, Email, Chat, On-site |
Services | Process Flow | The sequence of activities and interactions that comprise the service delivery | Incident logging, triage, resolution, follow-up |
Services | Customer Journey | The touchpoints and experiences throughout service delivery | Initial contact, problem diagnosis, solution delivery |
Services | Dependencies | Other services systems or resources required for service delivery | Network infrastructure, knowledge base |
Services | Stakeholder Network | The individuals or groups involved in or impacted by service delivery | End users, IT teams, vendors |
Services | Performance Indicators | Metrics used to measure service effectiveness and value delivery | Customer satisfaction, resolution time |
Services | Continuous Improvement | Methods for gathering and implementing service improvements | Customer feedback, service metrics, improvement plans |
Services | Resource Management | Required resources for consistent service delivery | Staff scheduling, tool allocation, knowledge management |
Services | Risk Management | Identified risks to service delivery and mitigation strategies | Service disruption, resource constraints, quality issues |
Services | Strategic Alignment | How the service supports organizational objectives and outcomes | Enables digital transformation initiatives |
Services | Quality Framework | Standards and procedures for ensuring service quality | ITIL framework, ISO 9001 compliance |
Services | Value Stream | Mapping of how value flows through the service delivery process | From service request to value realization |
Services | Compliance Requirements | Regulatory and policy requirements affecting service delivery | Data protection, industry regulations |