ITIL 4 · pillar 1 of 5
Service, value, and who creates it
The definitions the whole framework rests on, and the ones most often misquoted.
- 1 Value is co-created Value is co-created by the provider and the consumer together. The provider cannot deliver value on its own — it offers…
- 2 A service removes costs and risks A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the…
- 3 Output, outcome, utility, warranty An output is a deliverable; an outcome is the result the stakeholder gets. Utility is fitness for purpose — what the…
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Sources: ITIL 4 Foundation (AXELOS / PeopleCert), 2019 edition, ITIL 4 glossary of terms. Written from those texts and last checked on against reporting on them — not read line by line against the primary documents. Every card names the clause it comes from precisely so you can settle it at the source, and [email protected] is where a correction goes.
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