ITILFND Exam Dumps : ITIL – Foundation (v4)

It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.

• Outputs are nearly always quantitative, with data available to show whether these have been delivered. Outputs are easy to report on and to validate. There is no grey area.
• Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.