White Paper written by Reginald Lo, Vice President of Professional Services, Third Sky

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks .

What is “value”? Value is more than just the business outcome desired by the customer; it is also influenced by the customer’s perceptions and preferences.

For example, the customer might have experienced this service at a prior organization, or experienced a similar service in the past, or their self-opinion may influence their preference, e.g. they think of themselves as a market leader, and therefore, want world-class services.

Value is a critical component of providing customer service so it is important for the service provider to align their understanding of value with the customer’s perspective on value. This is difficult because value frequently contains intangible components. In this article, we discuss some techniques for understanding value based on concepts from the ITIL Service Strategy book.

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