ITIL Foundation The ITIL Service Value System and Service Value Chain Syllabus

How does the service value chain provide flexibility?

Its six activities can be combined and sequenced in multiple ways to form different value streams, allowing the operating model to adapt to many approaches and demands (e.g., Dev/Ops, centralised IT, outsourcing).

What converts the generic value chain into specific work, and how?

Value streams convert it — each value stream selects and sequences relevant value chain activities and applies appropriate practices to address a particular type of demand.

What do all six value chain activities have in common regarding inputs and outputs?

Each activity receives inputs and creates outputs; outputs of one activity can be inputs to another, and they all use and contribute to a shared set of practices.

What feeds into and out of every value chain activity besides direct demand?

Each activity transforms specific inputs into outputs, and all activities are influenced by the guiding principles and governance and supported by the practices.

What is the purpose of the 'Plan' value chain activity?

To ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organisation.

Give an example of a key input and output of the 'Plan' activity.

Key input: policies, requirements and constraints from governance. Key output: strategic, tactical and operational plans, plus portfolio decisions and improvement opportunities.

What is the purpose of the 'Improve' value chain activity?

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

Give an example of a key input and output of the 'Improve' activity.

Key input: performance information and improvement opportunities from all value chain activities. Key output: improvement initiatives/plans and value chain performance information for re-planning.

What is the purpose of the 'Engage' value chain activity?

To provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

Give an example of a key input and output of the 'Engage' activity.

Key input: demand for services/products from consumers and high-level requirements. Key output: product/service requirements for design and transition, and consumer support requests routed to deliver and support.

What is the purpose of the 'Design and transition' value chain activity?

To ensure products and services continually meet stakeholder expectations for quality, costs, and time to market.

Give an example of a key input and output of the 'Design and transition' activity.

Key input: product/service requirements from Engage. Key output: new and changed products and services delivered to Deliver and support, plus contract/agreement requirements for Engage.

What is the purpose of the 'Obtain/build' value chain activity?

To ensure that service components are available when and where they are needed and that they meet agreed specifications.

Give an example of a key input and output of the 'Obtain/build' activity.

Key input: contract/agreement requirements and change/project initiatives. Key output: service components for design/transition and deliver/support, and knowledge about new/changed components.

What is the purpose of the 'Deliver and support' value chain activity?

To ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations.

Give an example of a key input and output of the 'Deliver and support' activity.

Key input: new and changed products/services from Design and transition and user support tasks from Engage. Key output: services delivered to consumers and information on the completion of tasks.

Which value chain activity is the primary point of contact with external consumers and suppliers?

Engage — it manages relationships and interactions with all stakeholders, including users, customers, suppliers, and partners.

Which value chain activity handles the ongoing running and user support of live services?

Deliver and support.

Which value chain activity is concerned with the procurement or building of service components?

Obtain/build.

Which two value chain activities apply across all the others and the four dimensions?

Plan and Improve — Plan sets direction across everything, and Improve drives continual improvement across all activities and dimensions.

What is governance in the context of the ITIL SVS?

The means by which an organisation is directed and controlled. It is a core component of the SVS sitting above the value chain.

What is the role of governance in the SVS?

To direct, evaluate, and monitor the organisation — setting direction, prioritisation, and policies to ensure activities (including the value chain and practices) align with the organisation's objectives.

What are the three governance activities by which a governing body directs an organisation?

Evaluate, Direct, and Monitor.

What is a 'governing body' in ITIL?

A person or group of people who are accountable at the highest level for the performance and compliance of the organisation (e.g., a board of directors).

What is the relationship between the governing body and management?

The governing body sets direction and policy and delegates authority to management; management is responsible for the day-to-day running and reports back to the governing body for monitoring and evaluation.

How does governance interact with the service value chain?

Governance sets policies, direction, and required behaviours that constrain and guide all value chain activities (especially through the Plan activity), and it monitors performance fed back via Improve.

How does governance interact with the practices and guiding principles?

Governance ensures practices align with organisational direction and that the guiding principles are followed; the guiding principles themselves support good governance throughout the SVS.

Why must governance be integrated with the SVS rather than separate?

Because the SVS only creates value effectively when its activities are aligned to organisational direction; governance provides that direction, evaluation, and monitoring across all components.

What is the difference between governance and management in ITIL?

Governance directs and controls the organisation (evaluate, direct, monitor — done by the governing body); management plans, builds, runs, and improves activities to fulfil that direction (done by managers within the value chain and practices).

How do the SVS, the value chain, and value streams relate hierarchically?

The SVS is the overarching system for value co-creation; the service value chain is the operating model within the SVS; and value streams are specific combinations of value chain activities and practices for particular scenarios.