IT Service
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IT Service, term used in information technology with various definitions such as: "An IT service is a performance or an act that applies computing and information management competencies or resources for the benefit of another party"[1]
Definitions[edit]
- The Open Group's definition of IT Service is provided above.
- ITIL – "A service based on the use of information technology".[2]
- Gartner – "IT services refers to the application of business and technical expertise to enable organizations in the creation, management and optimization of or access to information and business processes".[3]
Coverage[edit]
IT4IT[4] states: "Every IT service has three aspects: the service interaction, the service offer, and the service system."[1]
- IT service interactions can be grouped into three primary provider/consumer relationship patterns: human-to-human, machine-to-machine, and human-to-machine.
- IT service offers represent a capability for a provider to produce an outcome. Example IT service offers include: online banking service, virtual meeting service.
- IT service systems is generically defined as a configuration of resources. Example IT service systems include: the online banking system, PC backup which includes a PC backup application and related dependencies.[5]
According to ITIL[6], "an IT service is made up of a combination of information technology, people and processes". IT service can be a customer-facing service, or a supporting service not directly used by the business.
From Gartner's viewpoint, there are different categories of IT service: business process services, application services and infrastructure services. The IT services can be segmented by the type of delivery service (design, build, run).[3]
In contrast to the business service, the IT service is distinctly defined by its dependence on computing and information management resources. IT service can be resource-centric (such as SaaS and IaaS), or outcome-centric (such as inventory control service, monitoring service).[7]
In summary, IT service has different implications in the following usage focus:
- The Open Group's approach – on the technical capabilities needed to support the IT function. For example, IT service offer categories includes: application service, information service, machine-to-machine service covering SOA-based services, API interfaces, micro- services.[8]
- ITIL's framework – on the processes, and operational activities.[9] For example, IT service management (ITSM) targets how an organization ensures its IT services work the way users and the business need them to work.[10] Examples of IT services include: cloud services, infrastructure support, backup and disaster recovery, development support, applications outsourcing (AO).[11]
- Gartner's generic definition and categorization – on the IT service enablement (including outsourcing) for business optimization.
See also[edit]
References[edit]
- ↑ 1.0 1.1 Defining "IT Service" for the IT4IT™ Reference Architecture. The Open Group. 2019. p. 4. Search this book on
- ↑ "ITIL® 4 Glossaries of Terms". Axelos.
- ↑ 3.0 3.1 "Definition of IT Services - IT Glossary". Gartner.
- ↑ "IT4IT | The Open Group Website". 22 October 2019.
- ↑ Defining "IT Service" for the IT4IT™ Reference Architecture. The Open Group. pp. 15–20. Search this book on
- ↑ "ITIL® Service Management Abbreviations & Glossary".
- ↑ Defining "IT Service" for the IT4IT™ Reference Architecture. The Open Group. pp. 13, 23. Search this book on
- ↑ Defining "IT Service" for the IT4IT™ Reference Architecture. The Open Group. pp. 15, 17. Search this book on
- ↑ "What is ITIL? A complete look at the ITIL".
- ↑ "IT service management (ITSM)". IBM.
- ↑ "ITSM integration for AWS". Amazon.
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