{"id":152203,"date":"2026-03-09T21:03:51","date_gmt":"2026-03-10T00:03:51","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=152203"},"modified":"2026-03-09T20:09:56","modified_gmt":"2026-03-09T23:09:56","slug":"focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/","title":{"rendered":"Focus on Value in ITIL 5: The Essential Principle for Co-creating Outcomes"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">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. <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/itil-version-5-launch-official-information-pmg-academy\/\">With the release of ITIL 5<\/a>, the &#8220;Focus on Value&#8221; guiding principle reaffirms itself as the most critical pillar for any organization looking to thrive in the digital economy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><strong>Read also: <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/itil\/the-definitive-guide-to-itil-version-5-foundation\/\">The Definitive Guide to ITIL 5<\/a><\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#What_Defines_Value_in_ITIL_5\" >What Defines Value in ITIL 5?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#Identifying_the_Consumer_The_First_Step_to_Success\" >Identifying the Consumer: The First Step to Success<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#Practical_Application_Value_in_Operations_and_Improvements\" >Practical Application: Value in Operations and Improvements<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#The_Role_of_Artificial_Intelligence_in_Focusing_on_Value\" >The Role of Artificial Intelligence in Focusing on Value<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#Conclusion_Transform_Your_Career_with_ITIL_5\" >Conclusion: Transform Your Career with ITIL 5<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_Defines_Value_in_ITIL_5\"><\/span><b>What Defines Value in ITIL 5?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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 <\/span><b>co-creation<\/b><span style=\"font-weight: 400;\">: value is not simply &#8220;delivered&#8221; by the provider to the customer; it is built through mutual collaboration within the Value System.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Identifying_the_Consumer_The_First_Step_to_Success\"><\/span><b>Identifying the Consumer: The First Step to Success<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">To focus on value, you must first know who is being served. In ITIL 5, understanding the target audience is achieved through the <\/span><b>Discover<\/b><span style=\"font-weight: 400;\"> activity. It is necessary to identify the different roles:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customers:<\/b><span style=\"font-weight: 400;\"> Those who define requirements and take responsibility for outcomes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Users:<\/b><span style=\"font-weight: 400;\"> Those who use the service or digital product on a daily basis.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Sponsors:<\/b><span style=\"font-weight: 400;\"> Those who authorize the budget for service consumption.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Practical_Application_Value_in_Operations_and_Improvements\"><\/span><b>Practical Application: Value in Operations and Improvements<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Know the Customer Journey:<\/b><span style=\"font-weight: 400;\"> Understand how each service contributes to expected outcomes and collect feedback continuously, not just at the start of a contract.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Train the Team for Empathy:<\/b><span style=\"font-weight: 400;\"> Every team member should know why they do their job and the impact it has on the end-user.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Value on All Fronts:<\/b><span style=\"font-weight: 400;\"> Focus on value should be present in daily operations as well as in major transformation initiatives.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Measure What Matters:<\/b><span style=\"font-weight: 400;\"> Don&#8217;t just focus on technical metrics (like uptime); focus on indicators that reflect business success and customer satisfaction.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">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 <\/span><b>outcome<\/b><span style=\"font-weight: 400;\">, not just the technical <\/span><b>output<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_Role_of_Artificial_Intelligence_in_Focusing_on_Value\"><\/span><b>The Role of Artificial Intelligence in Focusing on Value<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By using predictive analytics, service providers can adjust their offerings even before the customer feels a &#8220;pain point.&#8221; 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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion_Transform_Your_Career_with_ITIL_5\"><\/span><b>Conclusion: Transform Your Career with ITIL 5<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to dive deeper into the Value System and Value Chain models and earn your certification, <\/span><b>PMG Academy<\/b><span style=\"font-weight: 400;\"> is your ideal partner. Our courses are designed to transform technical concepts into practical authority.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Explore PMG Academy\u2019s courses and master ITIL 5 today!<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Can you identify the real value you deliver to your customers today? Share your experience below and share this article with your team!<\/span><\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 &#8220;Focus on Value&#8221; guiding principle reaffirms itself as the most critical pillar for any organization looking to thrive in the digital economy. Understanding what [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8074],"tags":[],"class_list":["post-152203","post","type-post","status-publish","format-standard","hentry","category-itil"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Focus on Value in ITIL 5: The Essential Principle for Co-creating Outcomes - PMG Academy<\/title>\n<meta name=\"description\" content=\"With the launch of ITIL 5, the guiding principle Focus on Value reaffirms itself as the most important pillar for any organization that wishes to thrive in the digital economy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Focus on Value in ITIL 5: The Essential Principle for Co-creating Outcomes\" \/>\n<meta property=\"og:description\" content=\"With the launch of ITIL 5, the guiding principle Focus on Value reaffirms itself as the most important pillar for any organization that wishes to thrive in the digital economy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2026-03-10T00:03:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2021\/02\/23190406\/cropped-Asset-1%40azul-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Focus on Value in ITIL 5: The Essential Principle for Co-creating Outcomes\",\"datePublished\":\"2026-03-10T00:03:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/\"},\"wordCount\":696,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"articleSection\":[\"ITIL\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/focus-on-value-in-itil-5-the-essential-principle-for-co-creating-outcomes\/\",\"name\":\"Focus on Value in ITIL 5: The Essential Principle for Co-creating Outcomes - 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