Lesson 09: Outcome and Value
The ITIL 3 Foundation exam will NOT be available after mid 2021.
Services should deliver value, but how do we describe value? And what does it depend on?
Based on AXELOS ITIL® material. Reproduced under licence from AXELOS. All rights reserved.
Understanding the importance of value is central to understanding why we care about ITSM. In the next few lessons we’ll explore some of the terms that help us understand. Do you know your utility from your warranty, check it out next.
- What are the three elements that contribute towards value
- What is the danger of focusing too much on outputs rather than seeing the business outcome?
- Business outcome, customer preference and customer perception.
- You can be improving how you do things, even if what you do isn’t delivering value.
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