How does ITIL 4 define a service?

In ITIL 4, a service is defined as a means of delivering value to customers. This definition emphasizes the purpose of services in the context of service management and the importance of delivering value. The focus is not just on the technical or operational aspects but also on how services fulfill customer needs and create positive outcomes.

By centering the definition on value, ITIL 4 highlights that the primary goal of any service is to help customers achieve their objectives, which can include solving problems, enhancing experiences, or enabling certain tasks. This value delivery can be achieved through outcomes that services provide, allowing customers to leverage resources more effectively.

Understanding that a service is about delivering value helps organizations align their service offerings with customer expectations and business needs. This perspective encourages continuous improvement and innovation in service design and management to ensure that the value provided remains relevant and effective in meeting customer demands.