Page 13 - ITIL® Foundation 3.15

Understanding & Controlling the Perception of Value
Unlike products, services do not have any intrinsic value. The perceived value is based upon what the service enables someone to do. The value is determined by the person or entity using the service to achieve their goals or outcomes. The characteristics of value are:
1) 2) 3) 4)
Value is defined by the customer Affordable mix of features Achievement of objectives
Value changes over time and
circumstances.
Services need to be defined in terms of
Business outcomes achieved, the customer’s preferences, and the customer’s perception of what was delivered. Did the service make the customer’s life easier or better, and if it did; was the amount of “better” worth the cost that was paid for the
service?
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