ITIL Service Strategy: Service models

The definition of a service model is ‘a model that shows how service assets interact with customer assets to create value. Service models describe the structure of a service (how the configuration items fit together) and the dynamics of the service (activities, flow of resources and interactions). A service model can be used as a template or blueprint for multiple services.’

A service model is not a design. A service model is a list or diagram of items that will be needed in order to be able to deliver the service. The service model shows how these items are related and how they are used by the service

Service models are very useful during service transition and service operation to help communicate how the components interact to create the service. This will facilitate more thorough testing, building and the communication of changes to stakeholders. During service operation it helps operational teams to perform incident management and problem management better since dependencies and impacts are clearly indicated. They also help operational teams manage performance of the service through a better understanding of all the components that could affect performance

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