We have gone through several definitions of IT service management and service management, but the meaning of ‘service’ is still not clearly stated.

So, when you ask – What is service? Everyone has their assumptions and answers according to their experience. But as the global economy is growing day by day, service plays a vital role in shaping the economy. And you need the right and perfect answer – What is a service?

In this blog, we will share with you a detailed definition of what service means to you and how you can make it different from your competitors. Let’s get started.

The Meaning of Service

According to ITIL, “a service is a means of delivering value to customers by facilitating outcomes customers want to achieve without taking ownership of specific costs and risks.”

Service is all about delivering value to the end-users by fulfilling all the outcomes they want to achieve. A service is an intangible part, and it can be non-physical goods or processes. IT Service Management is a set of strategies that help deliver the service to the end-users.

As we talked about delivering value to the customers, we missed the part about business outcomes. Businesses always keep their eye on reducing operating costs, decreasing the time-to-market of new products, and amplifying customer engagement.

These kinds of results organizations are looking for to deliver an excellent service experience to end-users.

Different Types of Services

We all know the meaning of service, but there are three main types of services that you need to understand service in detail.

1. Business Services

The services used by business organizations to conduct business activities are known as business services. The typical business services include insurance, banking, warehousing, transportation, and communication services.

In addition, business services assist businesses in delivering exceptional customer experience.

2. Social Services

Social services are the ones that are provided by an individual or an organization for the betterment of society or want to achieve any social goals. Usually, these services are provided by non-profit organizations without any expectations of earning profit.

Five Stages of Service Lifecycle

To provide an excellent customer experience, you continuously need to improve your service and other operational tasks. And for this, understanding the service lifecycle is crucial. Following are the five stages of the ITIL Service Lifecycle.

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continuous Service Improvement

Organizations should focus on these five service lifecycle stages to manage the overall IT lifecycle efficiently and accomplish long-term growth.

Enhance your customer experience and amplify business growth with Motadata’s AI-driven ITIL compliant ITSM Tool. So, reduce costs and strengthen overall organizational productivity today with Motadata.

Why does your business need Service Management?

IT services occupy a significant share of the service industry. There is always a race running to surpass the rivals by providing excellent service delivery and experience to the end-users. Thanks to IT service management.

ITSM comes with exceptional features and processes that help organizations to deliver outstanding customer and employee experience. Service management is a critical component of the digital transformation strategy.

We live in a digital world, where everyone is connected through the internet and devices. To stand out from the competition, you need to integrate technology into your business to provide incredible end-user service.

1. Better Insights of Business

Every business owner loves business insights that give him crucial details at a glance. By integrating service management tools such as ITSM into your business, you will better understand the company’s internal needs.

ITSM gives you detailed insights into your business service management with real-time visibility, intelligent automation, and advanced analytics features.

By witnessing a detailed overview of your business process, you will be able to deliver an outstanding service experience to the end-users, which will ultimately help in boosting the growth of your business.

2. Amplifying Employee Productivity

The productivity of employees is the factor that is crucial to delivering an excellent service experience to the end-users. The ITSM tool helps convert manual tasks into automation and provides a collaborative environment and easy connectivity between team and technology.

All these factors help improve employee productivity and provide the best services to the clients.

Also, Read – Leverage your Service Desk’s Self-Service Portal to Enhance Employee Experience

3. It Helps in Reducing IT Operation Costs

By automating various repetitive tasks and providing real-time visibility to employees, integrating the ITSM platform helps reduce your organization’s overall operating costs.

You might require a considerable amount of investment at once, but the long-term benefits of these platforms will offer exceptional advantages in enhancing customer retention rates.

In addition, by introducing automation into your organization, you can save up to $350K annually, and that’s a massive saving for any organization.

4. AI-Powered Virtual Agents

AI-powered virtual agents help the organization reduce tickets and provide faster solutions to the end-users with the help of automation and AI technology.

It will reduce the cost of serving and provide 24 x 7 personalized support to the customers, ultimately enhancing the overall customer experience.

Whether it be custom chat plugins or easy-to-use drag and drop functionality, an ITSM platform comes with incredible features that help you in providing excellent service delivery and customer experience.

5. It Helps in Reducing Risk

Every change that an organization brings carries Risk with it. The Risk is high if the change is made through poor planning and without any process. Organizations can drastically reduce service and business risk factors by integrating service management tools.

With the help of various modules such as change management, project management, and robust communication with the stakeholders and customers, the ITSM platform helps the organization reduce the risk factor proficiently.

Also, Read – 4 Ways to Align Your Service Desk to Business Operations


We hope you have understood the meaning of service in ITSM and how it will help effective service management. Integrating the ITSM platform into your organization will enhance visibility and enhance the overall productivity of your organization.

In addition, the ITSM platform helps with faster service delivery and amplifies customer experience, which ultimately results in organizational growth.

Whether it be People, Processes, or technology, Motadata’s ITSM platform provides you with an AI-enabled platform that helps adopt changes faster. Our unified platform streamlines the overall business process with intelligent automation and real-time visibility that helps achieve business goals more quickly.

From automated asset discovery and faster service delivery to complete lifecycle management, Motadata’s ITSM tool reshapes your ITSM strategy to provide a better experience to the end-users.

So, integrate Motadata’s ITSM tool today into your organization and streamline internal processes with enhanced productivity. Click here to know more about our ITSM platform.


According to ITIL, “a service is a means of delivering value to customers by facilitating outcomes customers want to achieve without taking ownership of specific costs and risks.”

Service Lifecycle is a strategic approach that helps manage the complete lifecycle of IT services. It mainly focuses on service planning and delivery to maximize product uptime and revenue.

Whether it be reducing operational costs, improving employee and organization productivity, to witnessing actionable insights, ITSM provides real-time visibility to the organizations, which helps in robust decision making.

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