Value Delivered

Context leaders seek to fulfill their mission to serve a customer (internal or external) by improving the customers' jobs-to-be-done. What the context offers to the customer (to achieve this improvement) is the value created by the context. How the context drives engagement with the customer (to enable the improvement) is how the value is delivered by the context. Both value creation and value delivery require high-functioning business capabilities (i.e. development vs. deployment/support). Each context should explore how their workflow creates value, and fits into the customer journey to deliver the value. The offer of value to the customer can be thought of as a "product", while the means of delivery of value to the customer can be thought of as a "service". Build a service catalog for the context to communicate how customers (internal or external) can pull value from the context, from within their customer journey, to improve their job performance.

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Example Syntax:

"<Context A> creates value by improving <this customer's> job performance on <this job>. It delivers the value to the customer by providing <this offering> through <this channel> via <this service>."

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For more:

• "ITSM Basics: What's a Service?", Joe the IT Guy (2018)

• "How to Extend IT Service Management to the Whole Business", Elina Pirjanti.