# Homework — Lesson 1: What is IT service management?

**Pick one service you use at work or school** (email, the Wi-Fi network, the printer, an app your team relies on).

**Steps (15–20 minutes):**

1. Write one sentence describing the *outcome* this service delivers to you — the thing you actually want from it (not the technology itself).
2. List every point of friction you can remember in the last month: outages, slow responses, confusing instructions, things you had to do yourself that the service should have handled.
3. For each friction point, ask: is this a technology problem, or a service-management problem? Write down which one, and why.
4. Rewrite your service's "job description" in one sentence starting with "This service exists so that..."

**Done looks like:** a short page (bullet list is fine) that clearly separates the *outcome* you want from the *technology* that delivers it — and at least one friction point correctly identified as a service-management gap.