Module 1 - The key concepts of service management


ITIL®4 Foundation Certificate in IT Service Management
What is a service?

The course is part of this learning path

Service and co-creation of value



At the heart of service management is the co-creation of value, which involves providers, consumers, outputs, outcomes, and service relationships. But what does this really mean? Let's start with the difference between an output and an outcome. Imagine a service provider that runs an app that finds the best prices for international travel. The app also allows their consumers to leave feedback on the locations that they have traveled to. The outputs are the core product of the organization, an app that helps users to find well-priced travel options and allows them to leave feedback for the organization and other consumers. The outcomes are the results enabled by these outputs. The consumers get an affordable and memorable trip, and the service provider gets increased revenue and a well-regarded reputation to attract more consumers. The outputs, which enable outcomes that matter to the service consumer, have created value for both the service provider and their service consumers. This is the co-creation of value. By focusing on co-creating value in your own organization, you can generate better products and services, which in turn, can co-create more value. The service relationship is simply the relationship between your organization and its service consumers, and how both parties actively cooperate to focus on the co-creation of value.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications