If there is any unique concept being introduced by ITIL 4 that is worthy of note, it is the concept of value co-creation. It lay emphasis that both the service provider and the recipients of services have to work together in order to get the desired value from services. Follow me as I throw more light on this concept in this article.
In recent time, organisations have now realised that in order for customers to be satisfied, all stakeholders must be involved in the project. There is a need for large organisations and their partners to work together to deliver the right value to customers. They need to know what customers are actually looking for in their products and services. They have to ensure that all products and services are developed based on feedback they are getting from customers.
Above all, organisations who delivered services to customers are always referred to as Service Providers. Those that consume services provided by organisations are always referred to as service consumers.
Also, industry regulators and Government Agencies have a role to play when it comes to the issue of value co-creation. Take, for example, the case of National Agency For Food and Drug, Administration and Control (NAFDAC) and SON. They have to make sure that all products, food and drugs produced in Nigeria are safe for consumption. This ensures that what is been produced by various organisations are not harmful to human health.
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Adeniyi Salau (CCNA,CDMP, CEP, MOS, MCP, CSCU (Project 2016) is a Google and Beingcert Certified Digital Marketer, Project Manager and SEO Expert of repute with about a decade of Blogging and online marketing experience. He is always ready to share his experience with others.