SVS: The Service Value Chain

Question 1

Definition: The Service Value Chain

Answer 1

The service value chain is a set of interconnected activities an organization performs to deliver a valuable product or service to its consumers and facilitate value realization.

Question 2

Detail: The Service Value Chain

Answer 2

An operating model for service providers that covers all the key activities required to effectively manage products and services.

Value streams describe activities an organization takes in the creation of value:
* Convert inputs into outputs
* Activities may trigger other activities

Value chain activities use different combinations of ITIL practices.

Question 3

SVC Activity: Plan

Answer 3

Ensure shared understanding of vision, current status, and improvement direction. Relevant planning activities at all levels: strategic, architectural, program/project, and so on.

Question 4

SVC Activity: Improve

Answer 4

Ensure continual improvement. Execution of improvement activities and provision of improvement information. Provide improvement plans and status.

Question 5

SVC Activity: Engage

Answer 5

Understand stakeholder needs, facilitate transparency, and continually engage. Interactions include users, customers, suppliers, and other stakeholders.

Question 6

SVC Activity: Design and Transition

Answer 6

Ensure products and services meet expectations for cost, quality, and time-to-market. Creation of new or changed solution designs; management and implementation of change.

Question 7

SVC Activity: Obtain/Build

Answer 7

Acquisition or building of components, whether acquired from a third party or built in-house. Ensure service components are available when and where needed per specifications.

Question 8

SVC Activity: Deliver and Support

Answer 8

Day-to-day delivery of solutions; support for user needs related to the services.

Question 9

SVC: Inputs and Outputs

Answer 9

Inputs are received from other activities of the SVC

Outputs are produced and used elsewhere in the SVC

The input/output relationships:
* Are interconnected in a complex and dense manner
* Support the interactions among all activities in the SVC

The input/output relationships are NOT
* Always linear
* Always one-to-one

The input/output relationships can be:
* Linear
* One-to-one
* One-to-many
* Many-to-one