1. Central element of the service value system (SVS)

Operating model which outlines key activities required to respond to demand and facilitate value realization through the creation and management of products and services. Six elements:

• Plan
• Improve
• Engage
• Design and transition (D&T)
• Obtain/build (O/B)
• Deliver and support (D&S)
• Demand, products and services, and value are NOT service value chain activities

2. Purpose of the value chain activities

Plan: ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization

Improve: to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

Engage: provide a good understanding of stakeholder needs, transparency, and continue engagement and good relationships with all stakeholders

Design & Transition: ensure that products and services continually meet stakeholder expectations for quality, costs and time to market

Obtain/Build: ensure that service components are available when and where they are needed, and meet agreed specifications

Deliver & Support: ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations

3. Triggering the service value chain

4. Rules for the SVC

All incoming and outgoing interactions with parties external to the value chain are performed in engage

All new resources are obtained through obtain/build

Planning at all levels is performed via plan

Improvements at all levels are initiated and managed via improve

Go back to ITIL 4 Managing Professional Certification Course: Foundation to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.