June 2019
Intermediate to advanced
77 pages
57m
English
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CHAPTER 8: THE SERVICE VALUE CHAIN
The value chain is the central element of the Service Value System. It is an operating model that outlines the key activities required to respond to demand and facilitate value through products and services. The activities in the value chain are:
•Plan
•Improve
•Engage
•Design and transition
•Obtain/build
•Deliver and support
Figure 8 shows the service value chain.
Figure 8: The ITIL service value chain7
Activities in the chain don’t necessarily happen in a linear flow. Activities may happen in parallel, be repeated, or occur as a series of iterations. Different products, services and consumers will lead to different ...
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