Service Value Chain

Question 1

Service Value Chain

Answer 1

• Uses interactions between practices
• Each activity contributes to the SVC by transforming specific inputs into outputs
• SVC activities use different combinations of the 34 ITIL practices

Question 2

List the SVC Activites

Answer 2

• Plan
• Improve
• Engage
• Design & Transition
• Obtain/Build
• Deliver & Support

Question 3

SVC Activity Plan

Answer 3

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

Question 4

SVC Activity Improve

Answer 4

Ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

Question 5

SVC Activity Engage

Answer 5

Provides a good understanding of stakeholder needs, continual engagement and transparency, and maintain good relationships with all stakeholders

Question 6

SVC Activity Design & Transition

Answer 6

Ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market

Question 7

SVC Activity Obtain/Build

Answer 7

Ensures that service components are available when and where they are needed, and that they meet agreed-upon specifications

Question 8

SVC Activity Deliver & Support

Answer 8

Ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations

Question 9

SVC Value Streams

Answer 9

• Specific combinations of activities and practices, and each one is designed for a particular scenario
• Each value stream is made up of different combinations of value chain activities