Defining Business Services
Business services are a type of work that supports a company but does not produce a tangible commodity. Examples include information technology, warehousing and procurement.
The term is commonly used to describe work that does not deliver a physical good, although some utilities are considered services because they actually deliver a tangible good such as water. However, most products fall somewhere between these two extremes.
Defining business services requires understanding the characteristics of intangible products and how these can be measured. Intangible goods cannot be stored or stocked for future use; they are delivered when customers request them.
Intangible goods are typically traded for money or other goods. The most common example of this is in retailing.
Building the system of engagement and action:
A digital business service connects a system of engagement (a customer interaction) with a system of action (a delivery process). This can be accomplished by digitizing the transaction or by establishing a framework of processes that can be leveraged across the enterprise.
Establish a baseline of business service processes and roles to help ensure consistency and efficiency in service delivery. This can be done by extending existing process frameworks such as ITIL, IT4IT, ISO, COBIT, or TOGAF.
Start by identifying a small set of typical transactions that employees and customers engage in frequently like employee office moves or customer order modification. This will allow you to identify strong use cases more quickly and demonstrate the value of your service.