Lesson 5 - The Service Value Chain
September 22, 2022 | Author: Anonymous | Category: N/A
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ITIL® 4 Foundation
Based on AXELOS ITIL ® material. Material is reproduced under licence from AXELOS. All rights reserved. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. AXELOS ® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under the permission of AXELOS Limited. All rights reserved.
The Service Value Chain
Learning Objectives By the end of this lesson, you will be able to: Describe the interconnected nature of the service value chain and how this supports value streams List the value chain activities Describe the purpose of each value chain activity Outline the inputs and outputs of value chain activities
The Service Value Chain
The Service Value Chain The service value chain is an operating model that outlines the key activities required to respond to demand.
Figure 4.1 The ITIL service value system It facilitates value creation through the creation and management of products and services. Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 37
The Service Value Chain
Service value chain activities represent the steps an organization takes in the creation of value.
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
The Service Value Chain
Each activity contributes to the value chain by transforming specific inputs into outputs. Value chain activities use different combinations of ITIL practices to convert inputs into outputs.
Inputs
Outputs
ITIL practices
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 1: Plan
Activity 1: Plan Plan value chain activity ensures a shared understanding of the vision, current status, and improvement direction for all products and services.
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 1: Plan
Plan: Input
Plan: Output
•
Policies, requirements, and constraints
•
Strategic, tactical, and operational plans
•
Consolidated demands and opportunities
•
Portfolio decisions for design and transition
•
•
•
•
Value chain performance information, improvement initiatives, and plans Improvement status reports Knowledge and information about new and changed products and services Knowledge and information about third-party service components
•
•
•
•
Architectures and policies for design and transition Improvement opportunities for improve Product and service portfolio for engage Contract and agreement requirements for engage
Activity 2: Improve
Activity 2: Improve Improve value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 2: Improve
Improve: Input
•
Product and service performance information
•
Stakeholders’ feedback
•
Improvement opportunities
•
•
Knowledge and information about new and changed products and services Knowledge and information about third-party service components
Improve: Output
•
•
•
•
Improvement initiatives and plans for all value chain activities Value chain performance information for plan and the governing body Improvement status reports for all value chain activities Service performance information for design and transition
Activity 3: Engage
Activity 3: Engage This activity provides a good understanding of continual engagement, transparency, and promotes good relationships with all stakeholders stakeholders..
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 3: Engage Engage: Input •
•
•
•
•
•
•
Product and service portfolio provided by plan High-level demand for services and products provided provided by internal and external customers customers Detailed requirements for services and products provided by customers Requests and feedback from customers Incidents, service requests, and feedback from users Information on the completion of user support tasks from deliver and support Market opportunities from current and potential customers
Activity 3: Engage Engage: Input •
•
Cooperation opportunities and feedback provided by partners and suppliers Contract and agreement requirements from all value chain activities
•
Knowledge and information about third-party service components from suppliers and partners
•
Knowledge and information about new and changed products and services from design and
•
•
•
transition and obtain or build Product and service performance information from deliver and support Improvement status reports from improve Improvements initiatives and plans from improve
Activity 3: Engage
Engage: Output
•
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 or build ext ernal and internal suppliers for obtain/build and design and transition Contracts and agreements with external Knowledge and information about third-party service components for all value chain activities Service performance reports for customers
Activity 4: Design and Transition
Activity 4: Design and Transition This activity ensures that products and services continually meet stakeholder expectations of quality, costs, and time to market.
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 4: Design and Transition
Design and Transition: Input
•
Portfolio decisions provided by plan
•
Architectures and policies provided provided by plan
•
Product and service requirements provided provided by engage
•
Improvement initiatives and plans provided by improve
•
Service Servi ce performance performance informatio information n provided provided by deliv deliver er and support support and impro improve ve
•
•
•
Service components from obtain or build Knowledge and information information about third-party third-party service components from engage Knowledge and information about about new and changed products products and services from obtain/build
Activity 4: Design and Transition
Design and Transition: Output
•
Requirements and specifications for obtain or build
•
Contract and agreement requirements for engage e ngage
•
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
Activity 5: Obtain or Build
Activity 5: Obtain or Build This activity ensures that the service components are available and meet the agreed specifications.
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 5: Obtain or Build
Obtain or Build: Input
•
•
•
•
•
•
•
•
•
•
Architectures and policies provided provided by plan Contracts and agreements with external and internal suppliers and p partners artners provided by engage Goods and services provided by external and internal suppliers and partners Requirements and specifications specifications provided by design and transition Improvement initiatives and plans plans provided by improve Improvemen Impr ovementt status reports reports from improve improve Change or project initiation requests requests provided by engage Change requests provided by by deliver and support Knowledge and information about new and changed p products roducts and services from design and transition Knowledge and information about third-party third-party service components from from engage
Activity 5: Obtain or Build
Obtain or Build: Output
•
Service components for deliver and support
•
Service components for design and transition
•
•
•
Knowledge and information about new and changed service components to t o all value chain activities Contract and agreement requirements for engage Performance information and improvement improvement opportunities for improve
Activity 6: Deliver and Support
Activity 6: Deliver and Support This activity ensures that services are delivered and supported according to the agreed specifications specificati ons and stakeholders stakeholders’’ expectatio expectations. ns.
Figure 4.2 The ITIL service value chain Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 58
Activity 6: Deliver and Support
Deliver and Support: Input
•
•
•
•
•
•
•
•
New and changed products products and services provided by design and transition transition Contracts and agreements with external and internal internal suppliers and partners provided by engage Service components provided by obtain or build Improvement initiatives and plans provided by improve Improvement status reports Improvement reports from impro improve ve support User suppo rt tasks tasks provi provided ded by by engag engage e about new and changed service components Knowledge and information about components and services from fro m des desig ign n and tra transi nsitio tion n and obt obtain ain or bui build ld information about third-party Knowledge and information third-party service components from engage
Activity 6: Deliver and Support
Deliver and Support: Output
•
•
•
•
•
•
•
Services delivered to customers and users Information on the completion of user support tasks for engage Product and service Product service performa performance nce informatio information n for engag engage e and impr improve ove Improvement opportunities for improve agreement requirements for engage Contract and agreement requests for obtain or build Change requests information for design and transition Service performance information
Value Streams
Organizations create value streams to carry out a certain task or to respond to a situation. Value streams are specific combinations of activities and practices. Each value stream is designed for a particular scenario. ENGAGE ACTIVITY A m a e r t s e u l a V
Step A1
Step A2
DELIVER AND SUPPORT ACTIVITY
Step A3
Step A4
Step A5
d l i u
B m a e r t s e u l a V
e g a g n e o T
Step B1
Step B2
Step B3
Step B4
b r o n i a t b o o T
Inputs and outputs should be adjusted when organizations design their value streams.
Key Takeaways The activities of the service value chain are plan, improve, engage, design and transition, obtain or build, and deliver and support. Plan value chain activity ensures a shared understanding of the vision, current status, and improvement for all four dimensions and all products and servicesdirection across the organization. Improve value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. Engage value chain activity provides a good understanding of stakeholder needs, transparency, and continual engagement and promotes good relationships with all stakeholders.
Key Takeaways Design and transition value chain activity ensures that products and services continually meet stakeholder expectations of quality, costs, and time to market.
Obtain or build value chain activity ensures that service components are available when and where they are needed, and meet agreed specificat specifications. ions. Deliver and support value chain activity ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations. Value streams are specific combinations of activities and practices, and each one is designed for a particular scenario.
Knowledge Check
Knowledge Check
1
What is a service value chain?
a.
It is a set of interconnected activities that an organization performs to deliver a valuable product or service.
b.
It is a means by which wh ich an organization is directed and controlled.
c.
It is a set of organizational resources designed for performing work or accomplishing an objective.
d.
None of the above
Knowledge Check
1
What is a service value chain?
a.
It is a set of interconnected activities that an organization performs to deliver a valuable product or service. service.
b.
It is a means by which wh ich an organization is directed and controlled.
c.
It is a set of organizational resources designed for performing work or accomplishing an objective.
d.
None of the above
The correct answer is A
Service value chain is the set of interconnected activities that an organization performs in order to deliver
a valuable product or service.
Knowledge Check
2
Which of the following activity ensures a shared understanding of the vision, current status, and improvement direction?
a.
Plan
b.
Improve
c.
Engage
d.
Obtain or build
Knowledge Check
2
Which of the following activity ensures a shared understanding of the vision, current status, and improvement direction?
a.
Plan
b.
Improve
c.
Engage
d.
Obtain or build
The correct answer is A The purpose of the plan value chain activity is 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.
Knowledge Check
3
Which of the following is a key output of Deliver and support activity?
a.
Consolidated demands and opportunities
b.
New and changed products and services
c.
Performance information and improvement opportunities
d.
Service performance information
Knowledge Check
3
Which of the following is a key output of Deliver and support activity?
a.
Consolidated demands and opportunities
b.
New and changed products and services
c.
Performance information and improvement opportunities
d.
Service performance information
The correct answer is D The key output of deliver and support activity includes service performance information for design and transition.
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