ITIL

ITIL Service Value Chain

In ITIL v4, the Service Value Chain (SVC) replaces and supersedes the Service Lifecycle from ITIL v3. The SVC is the delivery component of the Service Value System (SVS), and it is implemented with other SVS components. SVC is an operating model for the creation, delivery, and continuous improvement of IT services. The SVC focuses on six core areas, as under:

Info ITIL Service Value Chain

The SVC relies on demand (inputs) such as policies, requirements, opportunities, or product and knowledge changes. This latest ITIL version moves away from delivering IT services to internal users to enabling and co-creating value with customers. Where previous ITIL versions focused more on how to deliver services, ITIL v4 focuses more on:

How to co-create value with the customer for the services you are delivering

Digital transformation than straight IT delivery

Providing guidance on newer development techniques for delivering IT services, such as Agile, DevOps, and Lean

As this is the most recent version, ITIL v4 is not nearly as widely used as its previous versions, yet!.

Framework

ITIL Service Value Chain

Framework Info

The ITIL Service Delivery Lifecycle

Service Strategy

The first stage deals with strategizing about the best way to design and develop an efficient IT environment with assessment of customer needs and market place. By evaluating and analysing the various costs and risks connected to their service portfolios, you can use this data to build efficient operational procedures.

Service Design

The service design stage deals with designing the new services and processes with a holistic approach using ‘service-oriented thinking’ as well as changes and improvement to existing ones. This stage aims to bridge the gap between an organization’s strategic goals and customer needs through a common architecture and high service maturity processes. This stage is comprised of the following phases:

Service Portfolio Management | Service Level Management | Service Catalogue Management | Availability Management

Service Transition

Once the planning and designing stage is complete, it is time to implement those processes. These new processes require expert guidance and accurate timing to increase adoption. The changing of processes will include the transfer of control of the processes between clients and service providers that need managing. This stage integrates all your service delivery components together. This stage typically includes:

Knowledge Management | Change Management | Release and Deployment Management | Asset Management | Configuration Management

Service Operation

This stage deals with the practical aspects of running the newly implemented processes which includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. The primary goal of this stage is to reduce operational redundancies and minimize interruptions. This enables you to carry out SLAs as efficiently as possible. This stage contains phases like:

Incident Management | Event Management | Request Fulfilment Management | Problem Management

Continual Service Improvement

This is in essence an extension of the previous service operations stages, the continual service improvement stage of the ITIL service delivery lifecycle completes a company’s switch to a proactive approach to ITSM.

Other Process Approaches

DevOps

Automated continuous feature delivery pipeline enables significantly lower time to market, faster feature availability at a lower cost. An IT survey has mentioned that high-performing IT organizations deploy 200 times more frequently than low performers, with 2,555 times faster lead times. These companies have also achieved 20+ times faster recovery time and significantly lower failure rates.

Agile

Ensuring that we not only build the product right but also the right product and quickly too! The annual “State of Agile” survey highlights that of the companies that have adopted Agile, a vast majority (64%) have done so because of the ability to manage to change priorities.

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