Focus on Value: The Guiding Principle That Keeps ITSM Grounded

Apr 24
2 min read

In a world full of processes, tools, and frameworks, it’s easy to lose sight of the most important question: "Does what I’m doing actually add value?”

This simple question is at the heart of one of ITIL’s core guiding principles—Focus on Value. It’s a reminder that every decision, every task, and every investment in service management should ultimately serve the stakeholders who depend on IT.

What Does ‘Focus on Value’ Actually Mean?

Value isn’t a one-size-fits-all concept. In ITSM, value is defined as the perceived benefits, usefulness, and importance of something—and it changes depending on who you ask.

To a user, value might be getting back to work faster after an incident. To leadership, it could mean enabling innovation while keeping costs in check. To customers, it’s often about a smooth, seamless experience.

The takeaway? If your work isn’t supporting a stakeholder outcome, it’s time to ask why.

Questions to Keep You Grounded

To live this principle daily, start by asking the right questions:

These questions don’t just challenge the status quo—they help ensure your time and energy are driving results that matter.

What It Looks Like in Practice

“Focus on value” isn’t just strategy—it’s a lens for decision-making at all levels:

Service Desk: Are we solving the user's actual problem, or just working the ticket queue?
Change Enablement: Are changes enabling smoother operations, or getting bogged down in process?
Metrics & Reporting: Are we tracking what really matters—or just filling dashboards with noise?
Tool Selection: Are we adopting tools that solve real challenges, or just chasing shiny features?

Real value is practical, noticeable, and aligned with outcomes—not just activity.

⚠️ Common Pitfalls to Avoid

Even the best intentions can lead us astray. Here are some traps to watch out for:

“Because we always have.” Just because something is part of the process doesn’t mean it still adds value.
Internal focus over stakeholder focus. Efficiency and automation are great—but only if they improve outcomes.
Assuming instead of engaging. Value is a moving target. You don’t know what your stakeholders care about until you ask.

How to Build a Value-Focused Culture

So how do we turn this principle into a habit across the organization? Here’s how:

Talk about value regularly. Include it in meetings, retrospectives, and service reviews.
Reframe KPIs. Measure what matters to the people using your services—not just what’s easy to quantify.
Eliminate low-value work. Free up time and resources by questioning tasks that don’t serve a purpose.
Break down silos. Value is co-created by everyone—from service desk analysts to senior leaders.

Final Thought

Focusing on value isn’t a one-time exercise—it’s a mindset shift.

When individuals and teams consistently ask, “Does this add value?”, they make better decisions, reduce waste, and create more meaningful impact.

No matter your role—frontline, technical, or strategic—this principle can guide your daily work and long-term thinking. Because when we focus on what truly matters, we all move forward together.