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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.
Definition: (ITIL Service Strategy) A service that delivers. the basic outcomes desired by one or more. customers. A core service provides a specific. level of utility and warranty. Customers may. be offered a choice of utility and warranty. through one or more service options. See. also enabling service; enhancing service; IT. service; service package.