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.

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)




5.2 Describe the purpose of each value chain activity:

  • a) Plan
  • b) Improve
  • c) Engage
  • d) Design & transition
  • e) Obtain/build
  • f) Deliver & support




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


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Edward Chung

Edward Chung aspires to become a full-stack web developer and project manager. In the quest to become a more competent professional, Edward studied for and passed the PMP Certification, ITIL v3 Foundation Certification, PMI-ACP Certification and Zend PHP Certification. Edward shares his certification experience and resources here in the hope of helping others who are pursuing these certification exams to achieve exam success.

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