In this article, I want to talk about ways of understanding value in IT Service Management. One thing is clear, ITIL 4 is all about adding value to the customer through co-creation. Before you can successfully add value to your customer base. You need to know what value itself is.
Service Management itself can be defined as a set of specialized organisational capabilities for enabling value to customers in the form of service. It entails the tools, technologies and practices that organisations have put in place in order to manage the services they are rendering to customers.
In order to understand what you need to put in place in order to deliver value to your customer . Organisations must understand three basic things. I will talk about those three things in the remaining part of this article.
#1 Nature of value as part of IT Service Management
Before an organisation can think of passing a value to their target audience, they have to know how they want to be perceived by their customer. It is the understanding of the nature of the value that they want to pass across that will let them know what they have to put in place in order to deliver value to their customers.
#2 Nature of Stakeholders as part of IT Service Management
There is a need for you to also understand the nature and scope of stakeholders involved in the whole process. Stakeholders are those that will be affected positively or negatively by the service that you are planning to render. It is important for you to identify stakeholders both within and outside the organisation. This will help you to go a step further in identifying what their interests are in the project.
#3 How value creation is enabled
Another fact that you need to take into consideration has to do with how value is been created through service. There is a need for you to consider how your service is been perceived by your end users. Do they believe you are really adding value to them? There is a need for you to also get feedback from your service consumer if you really want to make a mark in term of service delivery to customers.
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