itSMF_ITILV3_Intro_Overview_jesuszus

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. [...]
Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and services management considers the entire lifecycle from strategy through design and transition to operation and continual improvement. [...]
A public framework that describes Best Practice in IT service management. It provides a framework for the governance of IT and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. [...]
A sixth book, the official introduction, offers an overview of the five books and a introduction to IT Service Management as a whole [...]
The customers do not buy products, they buy the satisfaction of particular needs. The services provided must be perceived by the customer to deliver sufficient value in the form of outcomes that the customer wants to achieve. Achieving a deep understanding of customer needs and when and why they occur, also requires a clear understand of exactly who is an existing of potential customer of that service provider. This, in turn, requires the service provider to understand the wider context of the current and potential market places that the service provider operates in, or may wish to operate in. The service provider may exist within an organization solely to deliver service to one specific business unit, to service multiple business units, or may operate as an external service provider serving multiple external businesses. [...]
Pattern: the fundamental way of doing things distinctive patterns in decisions and actions over time

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