Process vs Service

Process vs Service

Process: a set of coordinated activities combining and implementing

resources and capabilities in order to produce an outcome and

provide value to customers or stakeholders.

Characteristics of every process include:

•They are measurable,

•They deliver specific results

•They deliver outcomes to customers or stakeholders

•They respond to specific events (triggers)

Service: a means of delivering value to customers by facilitating

outcomes customers want to achieve without the ownership of specific

costs or risks.

A process owner is responsible for improvements and ensuring that

the process is fit for the desired purpose. They are accountable for the

outputs of that process.

Example: The owner for the Availability Management Process

A service owner is accountable for the delivery of a specific IT Service

and is responsible for continual improvement and management of

change affecting Services under their care.

Example: The owner of the Payroll Service.

The process owner and service owner are accountable for the

process or service under their care. However they may not be

responsible for performing many of the actual activities required for the

process or service.

A Process Manager is responsible for the operational (daily)

management of a process. There may be several Managers for the one

process.