Field Scenario

A technician fixes a customer’s specific reported technical issue but the customer still can’t actually accomplish the task they originally needed the computer for.

What You Actually Explain

• This distinguishes output (the technical fix) from outcome (the customer actually achieving their goal)
• A genuinely complete service resolves the actual outcome, not just the narrowly reported symptom
• Understanding this distinction helps a technician ask about the customer’s real underlying need
• This reflects ITIL’s genuine framing of value as the actual outcome achieved, not just the output delivered