What Is A Service?

Within the ITIL paradigm services are broken into two categories:

  • Customer-facing service
  • Supporting service

These services can comprise of both business support and technical services. All business and technical services that are Customer-facing and Supporting comprise of your Services Catalogue.

Customer-facing Services

These are your services offerings to the end user or to a customer.  These services are visible to the customer and support a customer’s business process and facilitate one or more outcomes desired by your customer. These services can range from:

  • Soft services that include: IT consulting services, project and program management, application integration services, software development services
  • Internal organizational IT services including helpdesk, server support
  • Software as a Service (SaaS) platforms

In each of these cases the services you provide is from the perspective of:

  • The relationship you create between you and your customer
  • The value you add to your customer’s business

When designing these services it is essential to your business and operations that you recognize if the services that you are intending to offer is a Core Services or an Enhancing Service:

  • Core Services are services that deliver the basic outcomes desired by one or more customers. Core services anchor the value proposition for the customers and they represent the value that the customers want and for which they are willing to pay.
  • Enhancing services are services that are added to a core service to make it more exciting or alluring to the customer.

Supporting Services

These are IT services that support or underpin the customer-facing services.  These are typically invisible to the customer but are essential to the delivery of the customer-facing services.  These services can include:

  • Soft services such as: project management, administrative services, financial management services
  • IT Services including: help desk, application management, configuration management server maintenance, application development.

Part of designing a service is that every time you offer a customer facing service you have to provide it with an internal supporting service.

How do you distinguish between the two?

Whether the service that you are providing is Customer-facing Service or a Supporting Service is unique to your business and the value you offer to the customer.

For instance, application development and maintenance service can be a supporting if you are running a SaaS business and you have hired internal developers to maintain your SaaS platform.  However, if you are a software development shop, the same application development and maintenance service can be a customer facing service.

An easy way to make this distinction is:

  • If the services is consumed by the customer, it is a customer-facing
  • If the service is hidden from the customer, it is supporting

At DiOss Technologies we can help you define, manage and optimize all business and technical services that can either be Customer-facing services or Supporting services.


  1. What is a Service? | Shaji Zaidi

Leave a Reply