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Co-Create and Accelerate! – ITIL 4


What is changing in your organization? The easier question might be what is not changing. We live in an accelerated world. To say that business and customer requirements are evolving is an understatement. It is a volatile time and the Co-Creation of services between service providers and customers as defined in ITIL 4 is the type of guidance could help. Studies have shown that there is a direct relationship between customer engagement in value co-creation and customer satisfaction. 

There is no room for an “Us and Them” environment. Engagement means that we vet the requirements with the customer to ensure needs but also that the customer will engage and play a role in the design, development and the delivery of the product or service. They won't necessarily get down in the weeds with the developers and techies, but they absolutely should have a strategic and a bit of a tactical role to play throughout. 

Beyond the consumer/customer and the service provider, there are many other stakeholders that will need to engage at multiple points during value co-creation. The question then is: Who are the stakeholders? Examples include suppliers, IT staff/practitioners, compliance and regulatory personnel as well as shareholders and others in the community. 

Products and services create value in a lot of different ways for a lot of different stakeholders. Some value like revenue is very direct. For other stakeholders the benefit might be more indirect. 

Type of Stakeholders and the different types of benefits – Examples: 
If stakeholder engagement and co-creation is not managed, it could lead to a breakdown in the value of the product and in the time, money and resources that it takes to deliver and support it. It’s all about relationships and if stakeholder relationships are not priority the entire organization is in jeopardy. 

 Co-Create and Accelerate!

Want to learn more? Consider ITSM Academy's ITIL 4 Training.

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