The first guiding principle is “Focus on Value,” and it captures the essence of why IT services exist at all. In this episode, we’ll explore how every decision, process, and improvement effort should be evaluated by the value it creates for customers and stakeholders. Value is not defined by the provider but by the consumer, meaning that understanding customer needs and expectations is essential. We’ll look at practical ways organizations can align to this principle, such as through customer journey mapping, user feedback loops, and continuous performance measurement. By doing so, they ensure resources are spent on what truly matters.

We’ll use real-life examples — from streaming platforms tailoring content recommendations to retailers simplifying checkout experiences — to show how focusing on value directly shapes customer loyalty and business success. For the exam, remember that this principle is the foundation of all others: without value, nothing else has meaning. This episode was produced by BareMetalCyber.com.