How is a service defined according to ITIL 4?

In ITIL 4, a service is defined as a means of delivering value to customers by facilitating the outcomes that customers want to achieve without them having to manage specific costs and risks. This definition emphasizes the focus on delivering value rather than merely providing products or software.

The concept of value in ITIL 4 is central to understanding how services are designed and delivered. It revolves around ensuring that services help customers achieve their desired outcomes, enhancing their experience and providing them with benefits. The framework underscores the importance of co-creation of value through collaboration between service providers and customers.

This definition sets ITIL apart from other processes where the focus may be more heavily on the tangible aspects of IT, such as products or components of infrastructure. While software and physical components play significant roles in the delivery of services, they are not the defining characteristics. Instead, it is the provision of value through these elements that is paramount. Thus, defining a service through the lens of value ensures that stakeholders remain aligned with the ultimate goals of improving customer satisfaction and achieving business objectives.