Servicing ITSM Quotes

“The Customer will order services to accomplish some business function. Those services that the customer actually sees and interacts with are referred to as IT Business Facing services.”
― Randy A. Steinberg, Servicing ITSM: A HANDBOOK OF SERVICE DESCRIPTIONS FOR IT SERVICE MANAGERS AND A MEANS FOR BUILDING THEM

“Services should not be confused with organizations or IT units within the company. For example, a NOC (Network Operations Center) is not a service. The NOC itself could deliver a service such as Monitoring, Incident Response or Event Management services.”
― Randy A. Steinberg, Servicing ITSM: A HANDBOOK OF SERVICE DESCRIPTIONS FOR IT SERVICE MANAGERS AND A MEANS FOR BUILDING THEM