What is the aim of the "Focus on Value" principle?

The "Focus on Value" principle is fundamental in ITIL 4 and centers around the idea that all activities and services should be directed towards delivering value to customers and stakeholders. This principle emphasizes understanding what is valuable to the customer, as well as the stakeholders involved, and ensuring that all aspects of service management are designed and implemented with this value in mind.

By prioritizing value, organizations are encouraged to continuously assess and adapt their services based on customer needs and feedback, thereby enhancing satisfaction and business outcomes. The focus is not merely on the services offered, but on how those services contribute positively to the experiences and results that customers and stakeholders seek.

This approach helps organizations to build a customer-centric culture and ensures that all processes and activities are meaningful and significant in achieving desired outcomes. It underpins the iterative nature of improvement by promoting ongoing conversations about value between service providers and their customers.