Mark Smalley is a well-known person in the ITSM industry, a contributor to the ITIL4 body of knowledge and by his own definition, his mission is “to help people understand Service.

His latest thinking is around “Experience Dominant Logic”.

The concept is linked to understanding how value is perceived in a provider/consumer context. He lays the foundation for his thinking by looking at the evolution from “Goods Dominant Logic”, depicting value creation in industrial production of goods/products - followed by the provision of services at scale that follows a “Service Dominant Logic”, leading into the Experience Dominant Logic thinking. It is the next step in understanding what IT Services are actually about, and how value in that context is co-created with the consumers of the services.

Key Takeaways

Links:

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