Revealed: How Customer Service Works In ITIL 4

Service in ITIL 4


I have talked much about Service in my previous article. In this article, I want to look at some of the importance of Service in ITIL 4. Follow me as we do this together in this article.


Examining Customer Service In ITIL 4

What then is a Service…

A Service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.


That means when you are managing a service, you have to ensure that you are not transferring the risk to your customers. They are expected to only pay for what they have consumed.


#1 Service facilitate outcomes

Outcomes are the results or deliverables that come out of any project. These deliverables at times can be tangible or intangible products that come out of your project. Take, for example, you are to come up with a Report for the next AGM meeting. It might also be that you are sending email to your clients requesting a particular service. All this signifies the outcome of your project.


An outcome can also be a result for stakeholders which are enabled by one or more outputs that you have rendered to stakeholders. One of the examples might include being able to get to your destination on time. Example of such service is the one rendered by Uber or Bolt.


Service at times can also enable you to collaborate with a remote stakeholder. When an I.T firm provides you with an email platform that allows you to open an email trail and communicate with virtual team members in other locations.


#2 Understanding Costs as part of customer service in ITIL 4

There are also some aspects of service that has to do with the cost of that service. First and foremost, there are costs that removed from that service for the customer. Take, for example, you do not need to have a car before you can enjoy the service of a UBER Driver. You also do not need to pay for insurance or have a Drivers’ licence.


Also, there costs imposed on the consumer by the service, including a charge by the service provider. Take for example, before you can enjoy UBER, you will need to get a new smartphone or fairly used phone. You will also need to have a data subscription in order to enjoy these services.


There are also some costs that are non-financial that are transferred to the buyer due to the purchase of a service. Some of these costs include the man-hour that you will have to spend in UBER just because you want to enjoy a ride. What about staining your hands and your eyes while you are booking your ride.



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Adeniyi Salau PMP , CCNA R&S , CDMP, CEP, MOS, MCP, CSCU (Project 2016), Microsoft Certified Security and Networking Associate is a Google and Beingcert Certified Digital Marketer, Project Manager and SEO Expert of repute with about a decade of Blogging and online marketing experience. He is always ready to share his experience with others.

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