Value Co-creation

Value co-creation is a foundational concept in ITIL® 5. It recognises that a service provider alone cannot create value — value only exists when the consumer uses the service and achieves their desired outcomes. This shifts the mindset from 'delivering services to customers' to 'partnering with customers to create value together'. It requires understanding customer needs, maintaining relationships, and designing services that enable consumers to achieve their goals. The concept influences every aspect of ITSM — from how services are designed (with customer input) to how they're measured (by business outcomes, not just technical metrics).