{"id":148007,"date":"2023-05-30T15:55:56","date_gmt":"2023-05-30T18:55:56","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/iso-20000-what-is-a-service\/"},"modified":"2025-12-16T14:30:53","modified_gmt":"2025-12-16T17:30:53","slug":"iso-20000-what-is-a-service","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/iso-20000-what-is-a-service\/","title":{"rendered":"ISO 20000: What is a &#8220;service&#8221;?"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400;\">According to the <a href=\"https:\/\/www.iso.org\/standard\/70636.html\">ISO\/IEC 20000<\/a>, a &#8220;<a href=\"https:\/\/itsmhouse.com\/what-is-an-it-service-and-what-is-the-importance-of-its-management\/\">service<\/a>&#8221; is a means of delivering value to the customer by facilitating the results they want to achieve without having to assume certain costs and risks. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Examples of some IT service providers include:<\/span><\/p>\r\n<ul>\r\n<li><span style=\"font-weight: 400;\">Internet providers;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Software factories;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Labor outsourcing;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Document safeguards;<\/span><\/li>\r\n<li>Application management;<\/li>\r\n<li><span style=\"font-weight: 400;\">Data centers, etc. <\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">In other words, everything that the customer acquires as a service without incurring, in many cases, the costs of equipment, hardware, licenses, etc.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In this sense, the customer is avoiding certain costs and possibly unwilling to assume certain risks. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Problem-solving and business support, strategies, and operations are increasingly based on the form of services. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In other words, the popularity of service sharing and outsourcing has contributed to the increase of new service providers, including internal units of companies.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">This, in turn, reinforces the practice of service management and at the same time, imposes greater challenges on IT and the business. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, consider also the use of other business assets as a means of generating value, subject to the various limitations of the company.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">A &#8220;service&#8221; ends up eliminating some of these internal restrictions, such as financial constraints; high initial investments in equipment; and physical constraints, such as workspace. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">And even more, such as organizational constraints, i.e., without prioritizing the management of new services; policies; human resources, and any other limitation that prevents the performance increase of these assets.<\/span><\/p>\r\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/iso-20000-what-is-a-service\/#Items_of_an_IT_Service\" >Items of an IT Service<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/iso-20000-what-is-a-service\/#Information_System\" >Information System<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/iso-20000-what-is-a-service\/#Support\" >Support<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/iso-20000-what-is-a-service\/#Quality\" >Quality<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Items_of_an_IT_Service\"><\/span><span style=\"font-weight: 400;\">Items of an IT Service<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">In summary, a &#8220;service&#8221; is composed of various components and attributes, distributed as follows:<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Information_System\"><\/span><span style=\"font-weight: 400;\">Information System<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">A &#8220;service&#8221; is complete only when there are people to perform actions, processes that define the steps and activities, the technology used to generate value for the customer, and partners as one of the items that will facilitate the alignment between IT and the business.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Support\"><\/span><span style=\"font-weight: 400;\">Support<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">A &#8220;service&#8221; is composed of attributes regarding records and change control, plans, and restoration in case of failures, maintenance and support processes that must ensure performance according to what the customer defined and agreed with Information Technology as minimum requirements.<\/span><\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Quality\"><\/span><span style=\"font-weight: 400;\">Quality<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p><span style=\"font-weight: 400;\">&#8220;Services&#8221; must meet other quality attributes, mainly emphasizing their availability when needed. That is, the ability to produce what was planned, to perform as established, above all, it needs to be a secure service with future scalability capacity. <\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In short, it needs to have a plan for portability and be easily adjustable to new needs, among other attributes that have been specified and agreed upon for information systems.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>According to the ISO\/IEC 20000, a &#8220;service&#8221; is a means of delivering value to the customer by facilitating the results they want to achieve without having to assume certain costs and risks. Examples of some IT service providers include: Internet providers; Software factories; Labor outsourcing; Document safeguards; Application management; Data centers, etc. In other words, [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148008,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[9721,9722,9723,9720,9724,9725,9726,9727,9728,9729,9730,9731,9732],"class_list":["post-148007","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iso-20000","category-tutorials","tag-atributos-de-qualidade","tag-business-support","tag-entrega-de-valor","tag-iso-iec-20000","tag-it-service-providers","tag-problem-solving","tag-provedores-de-servicos-de-ti","tag-quality-attributes","tag-resolucao-de-problemas","tag-service","tag-servico","tag-suporte-empresarial","tag-value-delivery"],"acf":[],"yoast_head":"<!-- This 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