IT Service Types
Overview
IT services can be classified by how they are delivered and who manages them. This covers the main definitions of "service" across frameworks, the common IT service types, the IMAC/R/D lifecycle, and key ITSM terminology.
Service Definitions
| Source | Definition |
|---|---|
| BSI | "A service is the composition of objects and processes to fulfil a task." |
| FitSM | "A service is a means of delivering value to customers by supporting the goals of the customer." |
| ITIL 4 | "A service is a means of enabling co-creation of value by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks." |
Quality convinces, service decides.
IT Service Types Overview
| Service Type | Description |
|---|---|
| IT Sales / IT Trade | Procurement of IT systems and components, including setup and network connection |
| IT Service | Any service enabled by and for IT |
| Break/Fix Support / Field Service / On-Site Service | IT services performed on demand at the customer site; billed for labour and parts. Optimised by Field Service Management (FSM) |
| On-Site Management | Provision of IT services at the customer's premises |
| Swap Service | An identical replacement device is provided to the user |
| DIY Service | Customer performs the service themselves (with manufacturer permission, e.g. warranty stays valid) |
| Cloud Service | All services offered by cloud providers |
| Live Chat | Via a widget/app, a customer is connected live to a staff member of the web service provider |
| Chatbot | AI-powered system integrated into websites, apps, and social media to communicate automatically with users; hybrid chatbots also offer live chat |
| Managed Services | Recurring IT services from a Managed Services Provider (MSP); scope and quality are agreed in an SLA upfront, e.g. proactive monitoring and remote maintenance |
| Warranty Service | Free service due to warranty or guarantee claims |
| Goodwill | Voluntary free service by the contractor |
| Helpdesk Service | Services provided via a helpdesk online |
| Maintenance Service | Service within maintenance contracts |
| Repair Service | Repair services |
| IT Outsourcing / IT Sourcing | External procurement of IT services; specialised IT service providers handle hard-to-solve tasks efficiently |
| IT Induction | Introduction of customers and employees to IT systems |
| IT Training / IT Instruction | Training and education of customers for a fee |
IMAC/R/D Lifecycle
The IMAC/R/D lifecycle describes the phases of an IT device from deployment to disposal:
| Letter | Phase | Description |
|---|---|---|
| I | Install | Procurement, pre-installation (staging), and operational deployment at the end location |
| M | Move | Relocation of devices, e.g. during office moves or internal reorganisation |
| A | Add | Hardware/software additions, e.g. adding RAM or installing new programs |
| C | Change | Configuration changes or adjustments to user rights and policies |
| R | Remove / Rollback | Deinstallation of devices and return to IT inventory |
| D | Dispose | Secure data deletion (data erasure), subsequent remarketing (resale), or environmentally compliant disposal |
Key ITSM Terms
| Term | Description |
|---|---|
| Service Desk | Service point for users; also called Helpdesk |
| ITSM | IT Service Management: the sum of all activities carried out by an IT service provider to plan, provide, operate, and control IT services |
| Service Portfolio | Collection of all IT services offered; includes service catalogue, guidelines, and responsibilities |
| SLA | Service Level Agreement: contractual agreement on service levels between provider and customer |
| OLA | Operational Level Agreement: internal agreement between IT teams/departments |
| KPI | Key Performance Indicator: metrics aligned to critical business goals, e.g. service availability or number of service interruptions |
| SOA | Service-Oriented Architecture: business processes and systems are modularised and linked via reusable IT services |
| IaaS | Infrastructure as a Service: cloud platform providing infrastructure as the basis for an application |
| Service Availability 24/7 | Service is available at all times |
| Service Availability 12/5 | Service is available during regular business hours |