This scenario is a clear example of value co-creation. According to ITIL, value is not simply delivered by a provider but is co-created through the active collaboration between the provider and the consumer. The organization (the service consumer) recognizes that to realize the full value of the 'platform as a service' solution, it must contribute by changing its own processes and ways of working. This active participation and contribution from the consumer is the essence of a co-creation relationship, where both parties are involved in creating value.

A. Partnership: This is a general business term. 'Co-creation' is the specific ITIL concept that describes the active role of the consumer in value realization.

B. Basic Relationship: This implies a simple, transactional exchange with minimal consumer involvement, which is the opposite of the active optimization described in the scenario.

C. Cooperative Relationship: While related, 'co-creation' is more precise. It specifically emphasizes the joint creation of value, not just working together on tasks.

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1. AXELOS. (2020). ITIL® 4: Drive Stakeholder Value. TSO (The Stationery Office).

Section 2.1.1

The concept of value co-creation: "Value is co-created through an active collaboration between providers and consumers

as well as other organizations that are part of the relevant service relationships... The consumer is always an active participant in the co-creation of value." The act of optimizing internal work is a direct example of this active participation.

2. AXELOS. (2019). ITIL® 4 Foundation. TSO (The Stationery Office).

Section 2.3

Service relationships: This section introduces the service relationship model and states

"In a service relationship

organizations will take on the roles of service provider and service consumer. The provider and consumer work together to co-create value."

3. Vargo

S. L.

& Lusch

R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science

36(1)

1-10. https://doi.org/10.1007/s11747-007-0069-6

Foundational Premise 6 (FP6): "The customer is always a co-creator of value." This academic principle is a cornerstone of modern service management and ITIL 4

confirming that the consumer's actions (like optimizing processes) are integral to value creation.