2.8.

Let’s now look at the first guiding principle of ITIL 4, which is focus on value.

The principle of focus on value means that everything an organisation does should be linked to the value it creates for its stakeholders.

Organisations should always consider how their activities contribute to value creation.

Value can be created for customers, users, and other stakeholders.

It is important to understand who the stakeholders are and what they consider valuable.

Focusing on value helps organisations prioritise work and make better decisions.

This principle applies to all levels of the organisation and to all types of work.

By focusing on value, organisations can avoid unnecessary activities and waste.

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2. How this applies to TakeCars (car-rental marketplace)

This principle is the single most important one for TakeCars and explains nearly every good vs bad decision you have seen.

a) “Value” is not what TakeCars builds — it’s what stakeholders experience

From a TakeCars perspective:

• Customers value:
  • Certainty
  • Speed
  • No surprises
• Suppliers value:
  • Predictable demand
  • Fair rules
  • Fast payouts
• TakeCars values:
  • Trust
  • Repeat usage
  • Low support load

Any activity that does not clearly improve one of these is non-value work.

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b) Feature work vs value work

ITIL’s “focus on value” exposes a classic marketplace trap:

• Building features customers don’t notice
• Adding policies that protect the platform but hurt trust
• Optimising internal metrics instead of outcomes

Examples of value-focused work for TakeCars:

• Faster confirmation
• Clearer pickup instructions
• Fewer surprise deposits
• Faster resolution when something goes wrong

Examples of non-value work:

• Complex internal workflows
• Over-engineered supplier rules
• UI changes that don’t reduce friction

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c) Value focus simplifies hard decisions

When faced with ambiguity, the ITIL question becomes:

“Which option maximises stakeholder value?”

This allows TakeCars to:

• Justify refunds that “feel unfair” internally
• Remove steps that exist only for internal comfort
• Say no to features that don’t change outcomes

This principle is a decision filter, not a slogan.

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3. Key ideas to read right before the exam (high-yield)

This guiding principle appears constantly in scenario questions.

Core understanding (not memorisation)

“Focus on value” means:

• Link all activities to stakeholder value
• Understand what different stakeholders value
• Prioritise work that increases value

If an answer:

• Talks about internal efficiency only → weak
• Mentions stakeholder value → strong

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Exam trap to avoid

Wrong answers often:

• Assume value is the same for everyone
• Focus on outputs instead of outcomes
• Optimise processes without considering value

Correct answers:

• Identify stakeholders
• Consider perception of value
• Reduce waste

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Fast exam shortcut

If you are unsure between two answers, ask:

“Which one improves value as perceived by the stakeholder?”

Choose that one.

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One-line exam anchor

Value is defined by the stakeholder, not the organisation.

Keep this sentence in your head during the exam.

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Ready for the next file

Upload the next SRT when ready.
We will continue with the same three-layer output:

1. Exact transcript
2. TakeCars application lens
3. Exam-day compression notes

You are now entering the highest-yield section of ITIL 4 Foundation — guiding principles dominate scenario-based questions, and your marketplace experience aligns with them extremely well.