1. The service value stream
Every value stream starts with demand and ends with value. A value stream may involve many ITIL Value Chain activities:
2. Value streams and organization
Value streams are not processes:
Cascading value streams address the guiding principles:
Process tools and techniques are applicable to value streams
3. Value stream considerations
Select the right perspective
Start with demand, end with value creation
Flexibility
Granularity
Identifying steps
Step order
Map to the service value chain
Map to practices
4. Designing a service value stream
Steps | Describing a step of the value stream |
1. Define the use case 2. Document the steps (demand to value) 3. Map the steps to the service value chain 4. If necessary, fragment to steps into actions and tasks 5. Identify the practices and associated resources needed for successful completion of each step, action, or task |
Use a standardized template:
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5. Value stream mapping
From Lean (visualizing flow from demand/opportunity to value; planning how the flow can be improved): reduce the number of resources but still deliver the same value (no waste)
Originated in manufacturing but has great use in service management: business case writing, prioritization, optimizing service value streams, finding bottlenecks in practices, determining improvements
Build an end‐to‐end picture of how the service will be used and experienced
Involve as many stakeholders as possible
Focus on the customer and user viewpoints of every activity but include other views as well where necessary
Often done on a large wall with sticky notes and sheets of paper
Identify points of failure, areas of risk, blockage etc. (e.g. dependency on a single person, process, supplier etc.)
6. Key metrics when analyzing value streams Based on workflows:
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Go back to ITIL 4 Managing Professional Certification Course: Create, Deliver and Support (CDS) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.
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