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IT Support & Hardware · Foundational

Output and Outcome

ITIL terms distinguishing a tangible deliverable (output) from the result a stakeholder achieves (outcome).

Definition

An output is something produced by an activity, such as a report or a configured laptop. An outcome is the benefit enabled for a stakeholder, such as a new employee being productive on day one. Services facilitate outcomes.

Example

Output: a provisioned laptop. Outcome: the new hire works productively from day one.

Exam tip

Services facilitate outcomes; outputs are the means.

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