ITIL 4 Foundation Certification Notes: ITIL Service Value Chain
[ITIL® 4 Foundation Study Notes] This chapter provides an overview of “ITIL® Service Value Chain” for ITIL® 4 Foundation Exam which accounts for 2 questions on the exam.
Article Highlights
ITIL® 4 Foundation Exam Syllabus
Learning Outcome | Assessment Criteria | ITIL® Book References | Bloom’s Level | No. marks |
---|---|---|---|---|
5. Understand the activities of the service value chain, and how they interconnect |
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5) |
4.5 |
BL2 |
1 |
5.2 Describe the purpose of each value chain activity:
|
4.5.1-4.5.6 |
BL2 |
1 |
ITIL® Service Value Chain
ITIL® Service Value Chain – an operating model outlining key activities to respond to demand and create value by delivering products and services, including the following activities:
- Plan – 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, including all planning activities
- output to Improve and Engage
- Improve – ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management
- input from Deliver & Support and Engage
- output to Design & Transition
- Engage – provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders, including all interaction with external parties
- output to Improve
- Design & Transition – ensure that products and services continually meet stakeholder expectations for quality, costs and time to market
- input from Engage
- output to Obtain/Build and Engage
- Obtain/Build – ensure that service components are available when and where they are needed and meet agreed specifications, including obtain new resources
- Deliver & Support – ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations
- input from Obtain/Build and Improve
- output: new/improved services
These service value chain activities relies on inputs and creates outputs for other activities and can happen in any order, in parallel or repeated/iterated.
Note: products and services/demand and value are Service Value System components
Conclusion: What’s needed for the ITIL® 4 Foundation Exam
This ITIL® 4 Foundation study note includes:
- an overview of the ITIL® Service Value Chain by understanding the activities and their interaction:
- Plan
- Improve
- Engage
- Design & Transition
- Obtain/Build
- Deliver & Support