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What is value?

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

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 So what is value? That's a really common question we're asked all the time. Cause we talk about the co-creation of value and somebody asks, "well what is value?". So here I have two pens, I have the QA pen, which is given out at the start of all the QA courses and I have a Montblanc pen. So, Martin which one of these pens gives you the best value?


- Ah well To me Paul it would be the QA pen I think would give me the best value. Because obviously when I come on a QA course, I get a free pen as part of the course. And therefore I can write my notes, I can write my notes on the train, it's there, it fits nicely in my hand. But ultimately when I go away from the course, yes, it'll probably work for a few more weeks after the course. But frankly, you know, it's achieved the objective. I've been able to write my notes during the course, but also if I lose it or don't consume it anymore. To me I've ultimately got value out of it, that I need during the course.


- Where as for me, I would actually prefer the Montblanc pen. Because I find it more comfortable to use. I'm writing for hours upon hours. This QA pen is given out at the start of a course, it should last you for weeks or months or even years after the course, depending on how much you use it. The Montblanc pen, okay you have to put refills in but ultimately the Montblanc pen is guaranteed for life. But we have to accept the fact that you can buy probably several thousand QA pens for the price of one Montblanc pen. So the question of is it delivering value, comes down to the consumer and it's ultimately down to the consumer to decide, "is that value for me?".

About the Author
Martin Waters
Head of Service Management Product Development
Learning Paths

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