ITIL4 Co-Creating Value in Organizations with ITIL 4

Co-creating Value in Organizations with ITIL 4

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■ reporting on initiatives underway to achieve the organizational strategy

■ reporting on whether the strategy continues to be relevant and achievable in

line with your and your customers’ values

■ whether the results from the preceding two points require the organization to

rethink or refine the strategy.

Much of the above considers the organizational values as well as the operational

transactional metrics of a service. Concentrating merely on the transactional

values can also lead to the ‘watermelon effect’, as discussed in section6.5.

8.2 Operational reporting

ITIL4 describes a metric as ‘