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"
Customers choose to purchase a particular service based on the outcomes they want to achieve. The value of the service is a direct result of the services ability to meet the customers desired outcomes.
Using Service Management, service providers can understand the services they provide to ensure that they do facilitate the outcomes of the customers, and also manage the risks and costs associated with those services.
Just by having the best technology or applications available doesn't automatically ensure reliability or value to the customer. We need to use value-driven-service management to bring quality of service to the business. No matter how you choose to define your service, delivering value must be at the hearth of it.