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Definition: (ITIL Service Operation) A formal request. from a user for something to be provided â. for example, a request for information or. advice; to reset a password; or to install a. workstation for a new user.
(Submitted by Ricardo Chavira, Associate Director, Governance, Service Management, and eServices) What is a Service? ITIL defines a Service as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks..