One of the most important distinctions in ITIL is between outputs and outcomes. Outputs are the direct deliverables of a process — the things you produce, like a software update or a report. Outcomes are the results achieved by using those outputs — improved user productivity, reduced risk, or higher customer satisfaction. The exam often asks you to recognize this difference because it shapes how services are designed and evaluated. Focusing only on outputs risks losing sight of why the service exists in the first place.

We’ll illustrate the concept with scenarios. For example, an IT team may deliver the output of a new helpdesk portal, but the outcome is measured in faster resolution times and happier employees. By learning to separate outputs from outcomes, you’ll see how ITIL aligns activity with value, ensuring that services do more than just deliver deliverables — they deliver results. This episode was produced by BareMetalCyber.com.