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1. Defining What Is an “IT Service”

2. At the very heart of IT service management is the actual service you are providing to the customer. This service must add value to the client to achieve a certain objective that is beneficial to them. • However, defining a real IT service is a common and significant challenge, particularly if IT and the customer are not aligned with what is expected of both parties. One of the reasons for this challenge is perspective:

3. IT views service from the bottom of the applications and infrastructure. • Customers see the service based on the results and usage. • For companies to fully support the customer in meeting their goals, both IT employees and customers must make a concerted effort to come up with a definition of the IT services to be delivered.

4. What exactly is an "IT service"? • Customers who buy and / or use IT services do so with the intention of achieving a certain objective. According to ITIL4, a service is any means of enabling the joint creation of value by facilitating the results that clients want to achieve, without the client having to manage specific costs and risks. • This definition is a bit technical, so let's analyze with the example of a hospital. A hospital can invest in a patient management system to more effectively manage its patients throughout the entire life cycle of the patient: arriving at the reception, going to triage, seeing nurses and doctors, receiving medications, treatments or prescriptions, book a follow-up appointment, and finally be discharged. That's a lot to manage!

5. The hospital does not invest in the system just to use the technology. Instead, the hospital implements this IT companies in Durban solution to better serve its patients; These are the results. • Hospital staff are not necessarily interested in understanding technical components, such as coding or APIs. Instead, they want to understand the relevant data of particular patient situations; these are the costs and risks. • By serving your patients effectively through the use of the system, the efficiency and effectiveness gained provide benefits for the hospital: satisfied patients, more engaged hospital workers, and better finances - this is the value that is being created. • This value can only be achieved by working hand in hand with IT or the system vendor through a common understanding of the requirements and escalating any issues that arise; this is co-creation. • This definition, with these four service components, becomes the model by which both the service provider and the service consumer must see all the services offered.

6. Defining types of IT services • Now that we have a basic understanding of what IT services should do, let's look at the kinds of ways we can define this job:

7. Customer-centric services • One way of defining IT services is customer-centric for website design Durban. In most situations, clients use and implement services without realizing everything that is happening below the surface. In general, that's not an issue, but as technology continues to transform the workplace, the ways in which customers access and use these IT services are evolving so rapidly that the definition of an IT service is changing. • Dion Hinchcliffe describes this ongoing transformation as one in which companies must fundamentally review how we view delivery channels for all business units: operations, marketing and sales, and customer service. This is because all business units are reinvented and repackaged within a digital landscape. All work, both products and services, must be delivered digitally first, as this is how business is done.

8. This implies that the service must be defined by the channel through which the customer accesses the service, most often digital like web design Durban, as well as by the means through which the customer can access the options within the IT service, including the explicit characteristics for the customer and IT systems that feed the service. • This definition applies to our previous example of a hospital patient management system: • The main channel used by the hospital is digital, probably a web portal, a mobile portal, or both.

9. The main application that runs the hospital, the digital portal, provides hospital staff with access to a variety of functionalities that support the overall results of patient management. • Service offers and service packages • Another way of defining services focuses directly on services. A service offering, also known as a service package, can include one or more services, designed to address the needs of a target group of consumers. • For example, an IT support Durban service provider may speak with a customer to understand her needs and goals. With this knowledge, the service provider can implement its relevant services to create a specific service offering for that customer's needs. Such service offering may include any combination of:

10. Physical goods or product • Access to resources, such as subscription to a scheduled use according to certain terms and conditions. • Service actions, such as maintenance, processing, or support activities. • If we break down the hospital's patient management system into a service offering, its components would include:

11. A CRM for patient registration • A workflow engine to move through the chain of manipulators. • An inventory system for the pharmacy. • A 24/7 Silver support package that provides immediate response when a problem arises • As the service offering is built according to customer needs, defining it as such provides alignment for both IT and the customer in terms of expectations, as well as the underlying components that make the service work to meet those expectations.

12. The goal of IT service • Regardless of how you define IT services for computer support Durban, keep in mind the true goal of all technology services: that both customers and IT service providers understand what outcomes the customer needs. Only then can IT ensure that underlying elements, invisible to the customer, are managed as seamlessly as possible to achieve customer outcomes. At the end of the day, what matters most is value, and this is where the customer has all the cards.

13. About Us • Datalink IT Services is a Durban based IT Company that specialises in IT Support & Consulting, Web Design & Development, Software & Android App Development and Cloud Services like Microsoft 365, Microsoft Azure, Amazon Web Services (AWS) and Cloud Backups. • Website - https://www.dlit.co.za/