ITIL V4 Service Value Chain
The service value chain is the central part of the SVS. It is an operating model that outlines the key activities for managing products and services. It responds to opportunities and demand, and contributes to the value creation. The details of the service value chain are shown in Figure below.
The ITIL service value chain covers six activities, representing the steps an
organization takes in the creation of value:
1. Plan - at any level of the service value chain and for all four dimensions
and all products and services across the organization.
2. Improve - at any level of the service value chain and for all four
dimensions and all products and services across the organization.
3. Engage - with all involved stakeholders (consumers as well as other
4. Design and transition - of products and services, ensuring that these
continually meet stakeholder expectations.
5. Obtain/build - ensuring that service components are available when
and where they are needed, and meet agreed specifications.
6. Deliver and support - of services, according to agreed specifications
and stakeholders' expectations.
Demand triggers the delivery of products and services, and - in turn - value. Products and services, and - in turn - value, are outputs of the service value chain. They are not part of the service value chain. The relationship between value and demand also illustrates a feedback loop. The service value chain activities use combinations of ITIL practices to convert their inputs to outputs, contributing to the value creation. They may draw upon internal or external resources, processes, skills or competencies from any combination of practices. E.g., Engage may draw upon supplier management, service desk, relationship management, and service request management to respond to Opportunity and demand. ITIL practices are not restricted to any specific activities of the service value chain, they can be used by any of the activities, at any time.