This poster shows the strategic approach to understanding these factors by providing customers with information that helps influence their perceptions, and responds to their preferences.

Customers are key in deciding the value of a service. ITIL identifies three areas that will be used by customers in their understanding of value; the business outcomes achieved, the customer’s preferences and the customer’s perception of what was delivered.

Our diagram shows the strategic approach to understanding these factors by providing customers with information that helps influence their perceptions, and responds to their preferences.