Page 14 - ITIL® Foundation 3.15

Customers Decide What is Valuable
When purchasing anything, a customer (consumer) will consider the benefits that the purchase gives them over what the cost was to purchase that benefit...If the cost (time, trouble, ease of use, dollars) is too great, the purchase may be perceived as a “less than good” deal. The perceived value has to be such that the consumer will purchase a service over and over. If other options exist that allow the customer to achieve their objectives at a cheaper price, the customer will choose the service that is the best value for them...The price is not the main consideration. Price is temporary. Quality is forever.
Positive difference
Negative difference
Net difference
Losses from utilizing the service
Gains from utilizing the service
+
_
Based on DIY strategy or existing arrangements
Reference value
Economic value of service
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