01-5. Define and explain the concept of internal and external services (SS 3.2.2.3)

01-5. Define and explain the concept of internal and external services (SS 3.2.2.3)


Key Terms/Concepts


Internal Service
External Service
Supporting Service
IT Services
IT Services - > Business Activities -> Desired Outcomes



3.2.2.3 - Internal and External Services - p67

Internal Service - Services that support Internal Business Units

External Service - Services that directly support External Customers

Supporting Service - Services that ensure Service Provider's systems are running and able to continue operations to deliver Internal/External Services. such Services are not directly used by end-customer.

IT Services - Services based on use of Information Technology provided to one or more customers.  IT Services consists of: People, Process and Technology

IT Service Provider Alignment to BU's Business Service/Product that they deliver to External Customers 

• Define desired outcome of the BU Service/Products (selling bug-free products, selling 'solutions')
• Define Business Activities - Identify the Business Activities that need to be done to achieve the desired outcomes (integration testing, functional testing, user traffic loads)
• IT Services Alignment to Business Activities - Align IT Services to the Business Activities that work towards achieving the desired Outcome
• Measuring IT service contributions to those 

IT Services -> Business Activities as Vital Functions -> Desired Outcome of Business

(See Section 4.4 for )