In the Industry 5.0 landscape, technology is no longer an end in itself but a means to achieve business objectives and satisfy human needs. With the release of ITIL 5, the “Focus on Value” guiding principle reaffirms itself as the most critical pillar for any organization looking to thrive in the digital economy.

Understanding what truly matters to the customer is what differentiates operational IT from strategic IT. In this article, we will explore how to apply Focus on Value in ITIL 5 to ensure that every activity in your Value Chain contributes to the success of the company and its stakeholders.

Read also: The Definitive Guide to ITIL 5

What Defines Value in ITIL 5?

In the ITIL framework, value is not a static or purely financial concept. It is defined as the perception of benefits, utility, and the importance of something. The crucial point here is co-creation: value is not simply “delivered” by the provider to the customer; it is built through mutual collaboration within the Value System.

All activities conducted by the organization must be linked, directly or indirectly, to value. If a task does not contribute to the consumer experience or the health of the organization, it should be questioned. In ITIL 5, this focus goes beyond the external customer, encompassing employees, shareholders, and partners as well.

Identifying the Consumer: The First Step to Success

To focus on value, you must first know who is being served. In ITIL 5, understanding the target audience is achieved through the Discover activity. It is necessary to identify the different roles:

• Customers: Those who define requirements and take responsibility for outcomes.
• Users: Those who use the service or digital product on a daily basis.
• Sponsors: Those who authorize the budget for service consumption.

After identifying the consumer, the provider must dive into their motivations. Why do they use the service? How does it help them achieve their goals? How do they feel when interacting with the technology? Without these answers, any effort within the Value Chain risks being wasted.

Practical Application: Value in Operations and Improvements

Focus on Value must permeate the entire organizational culture, from technical support to the C-suite. To apply this principle pragmatically, consider the following points:

• Know the Customer Journey: Understand how each service contributes to expected outcomes and collect feedback continuously, not just at the start of a contract.
• Train the Team for Empathy: Every team member should know why they do their job and the impact it has on the end-user.
• Value on All Fronts: Focus on value should be present in daily operations as well as in major transformation initiatives.
• Measure What Matters: Don’t just focus on technical metrics (like uptime); focus on indicators that reflect business success and customer satisfaction.

In practice, if a support analyst resolves a ticket quickly, but the user still cannot perform their primary task, value has not been achieved. The focus must be on the outcome, not just the technical output.

The Role of Artificial Intelligence in Focusing on Value

One of the major updates in ITIL 5 is the native integration of Artificial Intelligence to enhance the perception of value. AI allows organizations to analyze vast amounts of data in real-time to anticipate customer needs and preferences.

By using predictive analytics, service providers can adjust their offerings even before the customer feels a “pain point.” This increases service relevance and boosts satisfaction, ensuring that the Value System is proactive rather than merely reactive. AI helps personalize the experience, making value something tangible and constant.

Conclusion: Transform Your Career with ITIL 5

Mastering the Focus on Value principle is what will transform you into an indispensable professional. Modern companies seek leaders who know how to align technological complexity with real business results.

If you want to dive deeper into the Value System and Value Chain models and earn your certification, PMG Academy is your ideal partner. Our courses are designed to transform technical concepts into practical authority.

Explore PMG Academy’s courses and master ITIL 5 today!

Can you identify the real value you deliver to your customers today? Share your experience below and share this article with your team!