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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 7: SERVICE STRATEGY

Concept: Value creation

Customers must understand service value.

  • Value is defined by the customer – not the provider
  • An affordable mix of features needs to be on offer for the customer to want a service
  • Value might not be measured in financial terms alone – the customer might value a service because it fulfils an ethical or moral objective
  • Value changes over time.

The customer must see service value as outweighing service cost. IT needs to articulate what:

  • Services it provides
  • The services achieve
  • The services cost.

Figure 6 shows the components of value.

image

Figure 6: Components of value

Value is influenced by:

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