What is the difference between and “output” and an “outcome” ?

This is a great question.  I think everyone has that question! Outputs tend to be elements that make up a desired, overall outcome. For example (and I’ll steal the reference from “ITIL Practitioner” — a couple getting married wants the outcome of ‘a wedding of lifetime.’ Various outputs to achieve that outcome would be a fantastic photographer, great catering, perfect venue, etc. Photos, food, venue are all outputs (lots of variation) but when considered together allows the couple to evaluate if their dream wedding has occurred. As a Service Manager, if you NEVER forget the point of view of the customer/consumer, the goals of the service provider, then you are covered (both are outcomes). HOW you achieve those are the elements necessary for service delivery (outputs). Hope that helps.  Enjoy the course!