ITIL 4.1

Service Value Chain

The ______ is a series of interconnected activities that organizations perform to deliver valuable products and services to customers.

Plan

Establishing objectives, policies, and plans to achieve desired outcomes

Improve

Continuously improving services, processes, and practices

Engage

Understanding and shaping the demand for services and engaging with stakeholders.

Design and Transition

Designing new or changed services and transitioning them into operation

Obtain/Build

Sourcing, building, and configuring resources to deliver services

Deliver and Support

Ensuring effective delivery and support of services to meet agreed-upon levels of service.

Guiding Principles

The ______ are fundamental concepts that guide an organization's decisions and actions. They provide a foundation for aligning ITSM activities with business objectives and fostering a culture of collaboration, innovation, and continuous improvement.

Governance

_______ refers to the framework, policies, processes, and controls used to direct and control the organization's activities and ensure that they align with strategic objectives. It includes defining roles and responsibilities, establishing accountability, and monitoring performance to ensure compliance with standards and regulations.

Service Value Chain Activities

These are specific practices and processes performed within each activity of the service value chain to create value for customers and stakeholders. They are based on ITIL practices and other relevant frameworks and standards.

Practices

______ are sets of organizational resources designed for performing work or accomplishing an objective. They include processes, procedures, roles, and guidelines for carrying out specific activities effectively and efficiently.

Continual Improvement

__________ is an ongoing process of enhancing the organization's capabilities, processes, and services to improve efficiency, effectiveness, and adaptability. It involves identifying opportunities for improvement, implementing changes, and measuring outcomes to ensure that the organization continues to deliver value to customers and stakeholders.