Business services are work that supports a business but does not produce tangible goods. Business services may include information technology (IT), customer support, accounting, supply chain management and logistics. The value of a business service is in its ability to help customers achieve their objectives. These objectives are often strategic-based rather than transaction-based and may involve improving quality, efficiency or productivity. A business service may be provided to businesses or directly to consumers.
The success of a business service depends on its effectiveness in providing customers with what they need at the right time and at a reasonable cost. This requires a deep understanding of the service, its purpose and value. It also requires a clear plan for how it will be delivered, measured and enhanced. In addition, it is important to understand the role that the customer plays in the service. For example, a customer who dithers at the counter in a fast food restaurant will slow down the process for everyone behind him.
A well-designed service will have a system of engagement, action and insight that connects with the business customer. This can be built using a variety of process frameworks such as ITIL, IT4IT, ISO, COBIT or TOGAF. It is important to partner with enterprise architecture resources to define the appropriate integration architecture for each use case and to establish a set of roles that supports the growth of a full business service management function. Alternatively, it is possible to rely on existing processes within the organization such as IT service desk or employee portals to deliver digital business services.