The ITIL 4 Service Value Chain Activities - Inputs & Outputs

Services delivered to
customers and users

Value-chain Organization’s Policies, requirements, and constraints Strategic, tactical, and operational plans
performance information
Governing Body

Value chain
performance
Consolidated demands Information, improvement
and opportunities
Plan status reports and
improvement initiatives

Service
Performance Knowledge and Improvement
reports information Opportunities
about third-party
service components Contracts
Incidents, service requests, and agreement Knowledge and information Portfolio decisions
and feedback requirements about new and changed Architectures & Policies Contracts
products and services and agreement
requirements

Knowledge and
High-level information about third-party
demand service components
for services and
products Product &
Internal and Service portfolio

external
customers & Detailed requirements New and changed
users (incl. for services products and services
and products
potential Design and transition
customers) Service
Product and service
requirements performance
information

Knowledge and information Knowledge and

Deliver and
Requirements &
Requests and Feedback Engage
Contracts and agreements
with external and internal specifications
about new and changed
products and services
information
about new and support
suppliers and partners Service changed
components products and services
Contracts
Marketing opportunities from and agreement
current and requirements
potential customers Service
components
Knowledge and information
about new and changed
Cooperation opportunities and feedback products and services
Obtain/build Change
Knowledge and information requests
Knowledge and
information about third-party
about third-party service components
service components
Change and project
Initiation requests
Product and service
performance
User support tasks information

Information on the completion

of user support tasks

Product and service performance information

Partners & Goods and services
Suppliers Knowledge and information
Contract and agreement about new and changed
requirements products and services
Improvement initiatives &
Status reports Improvement initiatives &
Improvement initiatives &
Status reports Status reports
Service performance
Information

Knowledge and information

Improvement about third-party
opportunities & service components
Stakeholders’
feedback
Improve

Improve status report for all

Title Visualization value chain activities
Improvement initiatives for Common Rules:
Service Value Chain Activity Inputs and Outputs created by
all value chain activities • All incoming and outgoing interactions with parties
Rob Akershoek, Performance information and improvement opportunities external to the value chain are performed via engage.
Fruition Partners provided by all
Description
All IT Value Chain Activities • All new resources are obtained via obtain/build.
value chain activities • Planning at all levels are performed via plan.
Derived from ITIL 4 Foundation Book 2019 (by Version 0.9 March
• Improvements at all levels are initiated and managed via
Axelos) 2019
improve.
 High Level Mapping of ITIL 4 Value Chain Activities to the IT4IT Value Streams

IT4IT:
Connecting the
Dots
Building an integrated,
automated and streamlined
digital delivery pipeline

Service Backbone (services, products, releases, CMDB, …)

Business & Suppler Interface

Demand Requirements / Features Requests Incidents, Questions & Feedback

Value Streams as part of the IT
Value Chain:

• Strategy to Portfolio Engage

• Requirement to Deploy
• Request to Fulfill
• Detect to Correct
Strategy to Requirement to
Request to Fulfill Detect to Correct
Portfolio Deploy
Plan

Design and transition Deliver and Support

Obtain/Build

Improve

Supporting Activities
(e.g. Finance, Risk & Compliance, HR, Supplier Management, Intelligence & Reporting)

https://www.opengroup.org/it4it