Products and service taxonomy in ITIL 4 White Paper

Tatiana Peftieva

April 2020

All of our White Papers and Case Studies are subject to the following Terms of Use.

ITIL 4 is the first version of ITIL that actively use the terms ‘product’ and ‘service’. These terms are adopted by professional communities, and sometimes contrasted with one another. This paper explores the product and service taxonomy of ITIL 4 and explains why taxonomy is important to IT and service management.

To read the rest of this white paper and to get access to all white papers, please log in or create a user profile.

Log in Create user profile
Current rating: 5 (1 ratings)


21 Apr 2020 Caspar Miller
Alternate text
The paper defines service actions as something done by people. Surely service actions also cover actions performed by other (i.e. non-human) actors such as service accounts, scripts and other sorts of automation, chatbots, virtual assistants etc., and increasingly so in our modern digital world.
Further, service actions should also cover actions of service consumers, not only service providers.
As an example, if I ask Alexa (aka Amazon Echo) for a weather forecast, both my question and her reply would constitute service actions.
You must log in to post a comment. Log in