Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Services facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints. The result is an increase in the probability of desired outcomes.
Over the years, organizations have debated the definition of a ‘service’. The illustration in the Figure below is an example of the realization that service is really about delivering value to customers.
- What is a Service? Tom J Smith