What is a Service? ITIL defines a Service as "a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." In other words, when we do something for another party that gives them something they need or creates value for them, we are providing a service. Customers/users want to enjoy the benefits of the services we provide but don’t want to take on the challenge of managing those items themselves, therefore we provide those items to them in the form of services. It is also important to differentiate between client-facing services that allow end users to do their work and internal technical services that enable those services to be delivered efficiently and effectively. At a strategic level it is important to understand the concepts of services, customers, value, service providers and how organizations relate to them to help us define which services will be delivered and to whom they will be