IT Axiologist: helping Leaders & Organizations getting a common understanding of value from digital products and services | Author | ITIL Lifetime Master & ITIL4 Co-author | ITIL4 Assessor & Ambassador
The Grey Zone of Value Measurement in ITSM In IT Service Management (ITSM), the distinction between output-based and outcome-based metrics is clear. Service providers focus on delivering outputs—availability, response times, or system uptime. Meanwhile, the customer is responsible for realizing the value from these IT services through their consumption. But here’s the catch: neither the IT service provider nor the customer is truly measuring that value. This is the grey zone of accountability in ITSM. Value in ITSM often remains abstract, with no clear ownership of how it’s measured or tracked. The IT provider delivers outcomes, but the ultimate value—the business impact of those services—often goes unquantified. Without a collaborative approach to measuring this, organizations miss out on capturing the full picture of value realization. Bridging this grey zone requires new frameworks, shared accountability, and metrics that go beyond technical outcomes to reflect true business impact. Follow OCIRIS GLOBAL for new insights on service and value management
I pretty much like your valuable summary abou output, outcome in relation to ITSM. ??
Great advice!
That looks like the wing of an airplane. So, if you are reading that warning, left to right, aren’t you already in the forbidden zone? ??
Créer de la valeur, aider vos équipes, conseiller en gouvernance, analyser les besoins & les opportunités, soutenir la transformation numérique, développer l'innovation, améliorer les processus, optimiser les opérations.
5 个月David Billouz, Beyond metrics, it is important to cultivate business relationships with customers, users, and other suppliers to capture and understand what is appreciated and what is not, and to try to put yourself in other people's shoes to get their perspectives and feedback. Frequent service reviews help clarify values, to see the benefits of the services provided.