Information Technology

Infrastructure Library
A fundamental understanding
of ITIL 4

 Service Management: Key

Concepts
 The Guiding Principles
 The Four Dimensions of Service
Management
 Service Value System
 Continual Improvement
 The ITIL Practices
 HOW IT WORKS

WORK
OFFER

THINK STAY FOCUSED LEARN

CONTRIBUTE ENGAGE
The Service Value System
START TOGETHER
INTERACT
CAPTURE

TAKE
GIVE STUDY
PARTICIPATE
Summary

 The ITIL Service Value System (SVS)

 The SVS Components

 The Service Value Chain

 The Service Value Chain and the Value Streams

 The Service Value Chain Activities

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

Summary
The Service Value System (SVS)

 The ITIL Service Value System (SVS) describes how all

components and activities of the organization work
together as a system to enable value creation

• The ITIL Service Value System (SVS) operates across the four dimensions.
• Components, activities, resources can be (re)configured flexibly to suit the situation.
• This requires integration/coordination of activities/practices across the value chain.

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

The Service Value System (SVS)

The ITIL SVS represents how various components and activities work together to facilitate value
creation through IT-enabled services.

These can be combined in a flexible way, which requires integration and coordination to keep
the organization consistent.

The ITIL SVS facilitates this integration and coordination and provides a strong, unified, value-
focused direction for the organization.
The Service Value System (SVS) – Components

Guiding principles give direction

Governance checks progress against strategies, plans,
policies
Continual improvement drives change
Service Value Chain (SVC) aligns to above three
components
Practices provide guidance for activities in the Service
Value Chain

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

The Service Value System (SVS) - Components

The ITIL guiding principles can be used to guide an organization’s decisions and actions and
ensure a shared understanding and common approach to service management across the
organization. The ITIL guiding principles create the foundation for an organization’s culture and
behavior from strategic decision-making to day-to-day operations.

The ITIL SVS also includes governance activities that enable organizations to continually align
their operations with the strategic direction set by the governing body.

The ITIL service value chain provides an operating model for the creation, delivery, and
continual improvement of services. It is a flexible model that defines six key activities that can
be combined in many ways, forming multiple value streams. The service value chain is flexible
enough to be adapted to multiple approaches, including DevOps and centralized IT, to address
the need for multimodal service management. The adaptability of the value chain enables
organizations to react to changing demands from their stakeholders in the most effective and
efficient ways.

The flexibility of the service value chain is further enhanced by the ITIL practices. Each ITIL
practice supports multiple service value chain activities, providing a comprehensive and
versatile toolset for ITSM practitioners.

Every component of the ITIL SVS is supported by continual improvement. ITIL provides
organizations with a simple and practical improvement model to maintain their resilience and
agility in a constantly changing environment.
Service Value Chain

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

Service Value Chain

The central element of the Service Value system is the Service Value Chain, an operating model
which outlines the key activities required to respond to demand and facilitate value realization
through the creation and management of products and services.
The Service Value Chain and the Value Streams

 An operating model outlining activities that:

– Respond to demand
– Facilitate value realization
– Through creation and management of product and services

 The six value chain activities are:

– Plan
– Improve
– Engage
– Design & transition
– Obtain/build
– Deliver & support

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

The Service Value Chain and the Value Streams

These activities represent the steps an organization takes in the creation of value. Each activity
contributes to the value chain by transforming specific inputs into outputs. These inputs could
be demand from outside the value chain or outputs of other activities. In this way the activities
are connected to, and interact with, one another, with each activity receiving and providing
triggers for further actions to be taken.
Value Streams
 A value stream is a series of steps an organization undertakes to
create and deliver products and services to customers

 Although the high-level steps are universal, different products and

clients need different streams of work

 Examples of value streams:

– Development of a new application
– Changing an existing application
– …

They combine practices and value chain activities in various ways to improve
products and services and increase potential value for the consumers and the
organization.

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

Value Streams

To carry out a certain task, or respond to a particular situation, organizations create service
value streams. Service value streams are specific combinations of activities and practices, and
each one is designed for a particular scenario, like solving an incident, the development of a
new application or changing an existing application. The value stream will be designed
specifically to be used in a particular scenario like this and will provide a complete guide to the
activities, practices, and roles involved in a scenario. Once designed, value streams should be
subject to continual improvement
1. Plan

 Ensures a shared understanding of: vision, current

status, improvement direction
 It does this for all four dimensions and all
products/services across the organization.

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

1. Plan

Information used in this activity amongst others are policies, requirements and constraints,
value chain performance information, information about new products and services.
This information will be used for example to make plans, portfolio and architecture decisions.
2. Improve

The purpose of the improve value chain activity is

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

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

2. Improve

To give a more background on information used in this activity you can consider feedback from
the stakeholders provided by engage or performance and improvement opportunities which will
be used to plan and report improvement opportunities
3. Engage

Provide good understanding of stakeholder

needs, transparency, continual engagement and
good relationships with all stakeholders

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

3. Engage

An example of an input to this activity is contract and agreement requirements or opportunities

from current and potential customers and users; this will be then used to design product and
service requirements and contracts and agreements amongst others.
4. Design & Transition

To ensure that products and services continually

meet stakeholder expectations for quality, costs,
and time to market.

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

4. Design & Transition

Some key inputs to this activity are architecture and plans, improvement initiatives, knowledge
and information about new and changed products and services, then one of the outputs can be
requirements and specifications for obtain or build.
5. Obtain/Build

To ensure that service components are available

when and where they are needed, and meet
agreed specifications.

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

5. Obtain/Build

Inputs are amongst others goods and services provided by external and internal suppliers and
partners, requirements and specifications provided by design and transition change or project
initiation requests.
These inputs are necessary to create output like service components for deliver and support
and design and transition also to create contract and agreements requirements for engage.
6. Deliver & Support

The purpose of the deliver and support value chain activity

is to ensure that services are delivered and supported
according to agreed specifications and stakeholders’
expectations.

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

6. Deliver & Support

Examples of key inputs to this activity are new and changed products and services provided by
design and transition, service components provided by obtain/build.
Examples of the key outputs of this activity are services delivered to customers and users,
information on the completion of user support tasks for engage, product and service
performance information for engage and improve.
 Review
 The ITIL Service Value System (SVS)

 The SVS Components

 The Service Value Chain

 The Service Value Chain and the Value Streams

 The Service Value Chain Activities

Module 5: Service Value System Rui Soares 2022 - IT Service Management – ITIL® 4 Foundation | NOVA IMS

Review