It is quite astonishing to find out that a whole organization does not share a harmonious vision of the service it delivers to its customers.
IT has specificities you do not see elsewhere. Considering this type of « shifts », sometimes IT can be seen as an industry lacking maturity. Just ask several people around you what they understand by IT Service, and you will be surprised to see how their responses vary from one to the other. Everyone has his own perception of what an IT Service is, depending on his own business.
When you finally understand that what we talk about is the deliverable given to IT customers to which all stakeholders contribute, it is quite amazing to find out that a whole organization (some of them gathering thousands of people) does not live in harmony on such a crucial point. You rarely meet this kind of situation in other industries.
The big difficulty for IT organizations, whether private or public, is to share a more or less common definition of the notion of « service ». What would be the more accurate words to be used to describe what IT Service is? What would be the approach to help IT organizations to identify them in their context?