The Service Value System and Value Chain

How opportunity and demand become value through the ITIL 4 service value system and the ITIL (Version 5) value system: capturing and prioritizing demand with WSJF, the six value chain activities and the reported Version 5 lifecycle, plan and improve, engage, design and transition, obtain/build, deliver and support with Little's Law, mapping value streams with lead time, %C&A and flow efficiency, optimizing them around the constraint, the four dimensions and PESTLE, sourcing, supplier classification and SIAM, and governance and practices in the system, ending in a value stream improvement capstone.

ITIL-130 12 lessons · 6 h 7 min

Offered by HSM University · ITIL Foundation Prep

This is the American version of this course. See the Canadian version.

What you'll learn

Describe the service value system as a whole, its five components, its inputs of opportunity and demand and its output of value, and relate it to the ITIL (Version 5) value system.
Distinguish opportunity from demand, capture and prioritize both with techniques such as WSJF and reserved capacity, and track value from intended to realized.
Explain the purpose, inputs and outputs of the six value chain activities and relate them to the eight lifecycle activities reported for ITIL (Version 5).
Explain how the plan and improve activities provide direction and continual improvement, including portfolio decisions within capacity and protected improvement time.
Apply the engage activity to translate requests into outcome-focused requirements, consolidate demand, communicate transparently and manage relationships with all stakeholders.
Explain how design and transition and obtain/build create and change services, including batch-size risk, make-or-buy decisions and early verification of components.
Explain how deliver and support provides services day to day, and use availability, shift-left costs and Little's Law to analyze support performance.
Define value streams, distinguish them from processes and from core and enabling streams, and map a value stream with lead time, process time, %C&A and flow efficiency.
Optimize a value stream by removing waste, improving the constraint, limiting work in progress, reducing approvals and handoffs and automating after simplifying.
Apply the four dimensions of service management and PESTLE factors to analyze a service or change and assess readiness dimension by dimension.
Develop a sourcing approach, classify suppliers by value impact and supply risk, check supplier commitments against customer promises and explain service integration and management.
Explain how governance, continual improvement and practices complete the value system, and integrate the course's ideas in a value stream improvement capstone.

Course content

12 lessons · 6 h 7 min total · final exam

1 From demand to value: the service value system 28 min · quiz
2 Opportunity, demand and value 30 min · quiz
3 The service value chain and its six activities 29 min · quiz
4 Plan and improve 31 min · quiz
5 Engage 33 min · quiz
6 Design and transition, and obtain/build 29 min · quiz
7 Deliver and support 32 min · quiz
8 Value streams: concepts and mapping 29 min · quiz
9 Designing and optimizing value streams 32 min · quiz
10 The four dimensions in the value system 31 min · quiz
11 Partners, suppliers and service integration 31 min · quiz
12 Governance, improvement and practices in the value system, and capstone 32 min · quiz
E Final exam 20 questions

Requirements

ITIL-110 Service Management Key Concepts

Recommended background. You can start any course at any time.