What is the purpose of the service value chain in ITIL 4?
It’s an operating model that outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services.
List the six value chain activities in ITIL 4.
- Plan
- Improve
- Engage
- Design and transition
- Obtain/build
- Deliver and support
What is the role of the ‘engage’ activity in the service value chain?
The ‘engage’ activity involves all incoming and outgoing interactions with parties external to the value chain.
Fill in the blank:
All new resources are obtained through ______ in the service value chain.
Obtain/build
What is a service value stream?
A service value stream is a specific combination of activities and practices designed for a particular scenario to carry out a certain task or respond to a particular situation.
True or False:
Value chain activities must occur in a specific order.
False
Value chain activities are not linear; they are flexible and can be performed in varying sequences to adapt to different circumstances.
What is the purpose of the ‘plan’ value chain activity?
To ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
List the key inputs to the ‘plan’ value chain activity.
- Policies, requirements, and constraints from the governing body.
- Consolidated demands and opportunities from engage.
- Value chain performance information, improvement status reports, and improvement initiatives from all value chain activities and improve.
- Knowledge and information about new and changed products and services from design and transition, and obtain/build.
- Knowledge and information about third-party service components from engage.
What are the key outputs of the ‘plan’ value chain activity?
- Strategic, tactical, and operational plans
- Portfolio decisions for design and transition
- Architectures and policies for design and transition
- Improvement opportunities for improve
- A product and service portfolio for engage
- Contract and agreement requirements for engage
What is the purpose of the ‘improve’ value chain activity?
To ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
List the key inputs to the ‘improve’ value chain activity.
- Product and service performance information provided by deliver and support
- Stakeholders’ feedback provided by engage
- Performance information and improvement opportunities provided by all value chain activities
- Knowledge and information about new and changed products and services from design and transition, and obtain/build
- Knowledge and information about third-party service components from engage
What are the key outputs of the ‘improve’ value chain activity?
- Improvement initiatives for all value chain activities
- Value chain performance information for plan and the governing body
- Improvement status reports for all value chain activities
- Contract and agreement requirements for engage
- Service performance information for design and transition
What is the purpose of the ‘engage’ value chain activity?
To provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
Identify the key inputs to the ‘engage’ value chain activity.
- Product and service portfolio from plan, plus demand and requirements from customers
- Requests, feedback, incidents, and performance info from users and customers
- Knowledge and information from design & transition, obtain/build, and deliver & support
- Opportunities, cooperation, and feedback from partners and suppliers
- Contract and agreement requirements across activities
- Improvement initiatives and reports from improve
What are the key outputs of the ‘engage’ value chain activity?
- Consolidated demands and opportunities for plan
- Product and service requirements for design and transition
- User support tasks for deliver and support
- Improvement opportunities and stakeholders’ feedback for improve
- Change or project initiation requests for obtain/build
- Contracts and agreements with external and internal suppliers and partners for design and transition, and obtain/build
- Knowledge and information about third-party service components for all value chain activities
- Service performance reports for customers
What is the purpose of the ‘design and transition’ value chain activity?
To ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market.
List the key inputs to the ‘design and transition’ value chain activity.
- Portfolio decisions, architectures, and policies from plan
- Product and service requirements, contracts, and agreements from engage
- Service components, knowledge, and information from obtain/build
- Performance information and knowledge from deliver & support and improve
- Improvement initiatives and reports from improve
- Third-party service information and supplier/partner input
What are the key outputs of the ‘design and transition’ value chain activity?
- Requirements and specifications for obtain/build
- Contract and agreement requirements for engage
- New and changed products and services for deliver and support
- Knowledge and information about new and changed products and services to all value chain activities
- Performance information and improvement opportunities for improve
What is the purpose of the ‘obtain/build’ value chain activity?
To ensure that service components are available when and where they are needed, and meet agreed specifications.
Identify the key inputs to the ‘obtain/build’ value chain activity.
- Architectures, policies, and requirements from plan and design & transition
- Contracts, agreements, goods, and change requests from engage and deliver & support
- New or changed product and service information from design & transition and engage
- Improvement initiatives and reports from improve
- Third-party service information from suppliers and partners
What are the key outputs of the ‘obtain/build’ value chain activity?
- Service components for deliver and support
- Service components for design and transition
- Knowledge and information about new and changed service components to all value chain activities
- Contract and agreement requirements for engage
- Performance information and improvement opportunities for improve
What is the purpose of the ‘deliver and support’ value chain activity?
To ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.
List the key inputs to the ‘deliver and support’ value chain activity.
- New and changed products and services provided by design and transition
- Service components provided by obtain/build
- Improvement initiatives provided by improve
- Improvement status reports from improve
- User support tasks provided by engage
- Knowledge and information about new and changed service components and services from design and transition, and obtain/build
- Knowledge and information about third-party service components from engage
What are the key outputs of the ‘deliver and support’ value chain activity?
- Services delivered to customers and users
- Information on the completion of user support tasks for engage
- Product and service performance information for engage and improve
- Improvement opportunities for improve
- Contract and agreement requirements for engage
- Change requests for obtain/build
- Service performance information for design and transition
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Introduction to ITIL 410
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Key Concepts of Service Management28
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The Four Dimensions of Service Management16
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The ITIL Service Value System (SVS)12
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ITIL Guiding Principles37
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Governance in ITIL 47
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The Service Value Chain24
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Continual Improvement21
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General Management Practices73
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Service Management Practices104
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Technical Management Practices22
