Question

A software vendor delivers an identical project management application to two customers. The first customer reports the tool has transformed their team's productivity and considers it excellent value. The second customer, using the exact same features, complains the tool provides little value because it does not fit how their teams actually work. Which ITIL 4 principle best explains this difference in reported value?

Accepted Answer

Value is subjective and is defined by the perceptions and preferences of the stakeholder consuming the service

Answer

Value is an absolute measure determined solely by the utility built into the service offering

Answer

Value can only be created by the service provider and does not depend on the customer

Answer

Value is equal to the difference between the cost and the price of the service