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ITIL 4 and VOCR: The Service Value Formula

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ITIL 4 and VOCR: The Service Value Formula

White Paper

  • White Paper
  • Customer needs
  • IT Services
  • ITIL

Author  Tatiana Peftieva

Tatiana works in IT Governance, with a background in quality management, process improvement and software development. She is passionate about continual improvement and contributes to ITIL 4 supplementary publications on the topic.

March 25, 2019 |

 10 min read

  • White Paper
  • Customer needs
  • IT Services
  • ITIL

In ITIL® 4, organizations exist to create value for stakeholders. One of the most important stakeholders of any organization will be the customers of the products and services created and delivered by the organization. This is clearly expressed in the ITIL 4 definition of service:

Image of definition highlight with words - Service A means of enabling value co-creation by facilitating outcomes that customers want to achieve.