Page 15 - ITIL® Foundation 3.15

Value in ITIL®
Value is always defined based upon the perception of the customer. If a service is valued, customers will continue to purchase. If a service is not seen as valuable, it will fail in the marketplace.
What Constitutes Value?
Utility
•Fit for Purpose (Works as Designed)
•Improves probability of achieving outcomes •Improves customer performance capability •Reduces customer constraints
Warranty
•Fit for Use (Guaranteed Consistency of Delivery)
•Decreases Performance Variation •Components
•Capacity – Adequate for business needs •Availability – When needed
•Security – Customer assets secure?
•IT Service Continuity – Major disruption recovery
Value is defined in business terms from the customer’s perspective! Logos shown are the trademarks of their respective owners.
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Value is defined in business terms based upon customer perceptions and business outcomes!
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