ITIL: Service Value System (SVS)

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ITIL: Service Value System (SVS) by Mind Map: ITIL: Service Value System (SVS)

1. Service Value Chain

1.1. Set of activities performed by an organization to deliver a valuable product or services its consumers

2. Purpose

2.1. Explains how the components and activities of the organization work together as a system to enable value creation

2.1.1. Each organization’s SVS interfaces with other organizations, forming an ecosystem that can in turn facilitate value for those organizations, their customers, and other stakeholders

2.1.2. The purpose of the SVS is to ensure that the organization constantly co-creates value with all stakeholders through the use and management of products and services

2.1.3. In order to function properly, a service management needs to work as a system. The ITIL SVS describes the inputs to this system, the elements of this system, and the outputs (achievement of organizational objectives and value for the organization)

2.2. Provide the means to achieve

2.2.1. Organizational agility

2.2.1.1. Move and adapt quickly,flexibly and decisively to support internal changes

2.2.2. Organizational resilience

2.2.2.1. Anticipate,prepare for, respond & adapt to external change

2.3. Enable Flexibility and discourage silos

2.4. Ensure a shared understanding of the vision, current status and all products and services across the organization

3. Components

3.1. Guiding Principles

3.1.1. Recommendations that guide organizations in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

3.2. Governance

3.2.1. The means by which an organization is directed and controlled

3.3. Practises

3.3.1. Set of organizational resources designed to perform work or accomplish an objective

3.4. Continual Improvement

3.4.1. Recurring activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

3.5. Service Value Chain

3.5.1. The Service Value Chain is an operating model that defines the key activities required to respond to demand and enable value creation through the formation and management of products and services

3.5.2. Value Chain Activities:

3.5.2.1. The Value Chain Activities represent the steps an organization takes to create value

3.5.2.2. Value Stream: Series of steps that an organization takes to create and deliver products and services to a consumer. A value stream is a combination of the organization’s value chain activities

3.5.2.3. Plan

3.5.2.3.1. The purpose of this value chain Plan activity is to ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization

3.5.2.4. Improve

3.5.2.4.1. 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.

3.5.2.5. Engage

3.5.2.5.1. “The purpose of the Engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders

3.5.2.6. Design and Transition

3.5.2.6.1. The purpose of the Design and Transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time-to-market. provide context for plans

3.5.2.7. Obtain/Build

3.5.2.7.1. The purpose of the Obtain/Build value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications

3.5.2.8. Deliver and Support

3.5.2.8.1. 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

4. Value Chain Activities

4.1. Note: outputs not part of the ITIL (4) foundation syllabus

4.2. Plan

4.2.1. Ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization

4.2.2. Outputs

4.2.2.1. Stategic, Tactical & Operational Plans

4.2.2.1.1. To

4.2.2.2. Portfolio Decisions, Architectures & Policies

4.2.2.2.1. To

4.2.2.3. Improvement Opportunities

4.2.2.3.1. To

4.2.2.4. Product and Service Portfolio

4.2.2.4.1. To

4.2.2.5. Contract & Agreement Requirements

4.2.2.5.1. To

4.3. Improve

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

4.3.2. Outputs

4.3.2.1. Improvement initiatives and plans

4.3.2.1.1. To

4.3.2.2. Improvement status reports

4.3.2.2.1. To

4.3.2.3. Value chain performance information

4.3.2.3.1. To

4.3.2.4. Contract and agreement requirements

4.3.2.4.1. To

4.3.2.5. Service Performance Information

4.3.2.5.1. To

4.4. Engage

4.4.1. Provide good understanding of stakeholder needs, transparency, and continual engagement & good relationship with stakeholders

4.4.2. Outputs

4.4.2.1. Service Performance Reports

4.4.2.1.1. To

4.4.2.2. Consolidated demands & Opportunities

4.4.2.2.1. To

4.4.2.3. Improvement opportunities & stakeholder feedback

4.4.2.3.1. To

4.4.2.4. User support tasks

4.4.2.4.1. To

4.4.2.5. Change or project initiation requests

4.4.2.5.1. To

4.4.2.6. Contracts & agreements with external and internal suppliers and partners

4.4.2.6.1. To

4.4.2.7. Knowledge and information about 3rd party service components

4.4.2.7.1. All Value chain activities

4.5. Design & Transition

4.5.1. Outputs

4.5.1.1. Contract and agreement

4.5.1.1.1. To

4.5.1.2. Requirements & Specifications

4.5.1.2.1. To

4.5.1.3. New & changed products and services

4.5.1.3.1. To

4.5.1.4. Performance information and improvement opportunities

4.5.1.4.1. To

4.5.1.5. Knowledge & Information about new & changed products & services

4.5.1.5.1. To

4.5.2. Ensure that Products and Services continually meet stakeholder expectations for quality, costs, and time-to-market

4.6. Build / Obtain

4.6.1. Ensure that service components are available when and where they are needed, and meet agreed specifications

4.6.2. Outputs

4.6.2.1. Service Components

4.6.2.1.1. To

4.6.2.2. Contract & agreement requirements

4.6.2.2.1. To

4.6.2.3. Performance information and improvement opportunities

4.6.2.3.1. To

4.6.2.4. Information about new and changed service components

4.6.2.4.1. To

4.7. Deliver and Support

4.7.1. Ensure that services are delivered and supported according to agreed specifications and stakeholder's expectations

4.7.2. Outputs

4.7.2.1. Services delivered

4.7.2.1.1. To

4.7.2.2. Information on the completion of user support tasks

4.7.2.2.1. To

4.7.2.3. Contract and agreement requirements

4.7.2.3.1. To

4.7.2.4. Product and service performance information

4.7.2.4.1. To

4.7.2.5. Improvement opportunities

4.7.2.5.1. To

4.7.2.6. Change requests

4.7.2.6.1. To

4.7.2.7. Service performance information

4.7.2.7.1. To

5. Value Stream

5.1. Once designed, should be subject to CI

5.2. Activities do not need to happen in a particular order. Some activities may be continuous, some activities may not be involved

5.2.1. Specific combination of activities or practices designed for a particular scenario