How to leverage ITIL 4’s Service Value Chain to build a process.

@Digital IT Service Management for 4th industrial revolution https://lnkd.in/dJDqgW5D VINAY KRISHNA Deepti Khanduri

Article #1 : Let’s get straight to the point. This article is for ITSM consultants who are struggling to build a process that meets the organization's needs and adheres to industry best practices.

We see consultants going back and forth, trying out different approaches, but nothing seems to work.

In this article, we have illustrated guidance on how to leverage ITIL 4's Service Value Chain to help build a process. Stick on this journey,? you will finally be able to see the light at the end of the tunnel (Demand to Value creation)

Keep this back of your mind throughout the journey: The Service Value Chain is a framework that helps any organizations irrespective of its size/ business type to identify and prioritize value creation activities, from understanding customer needs to delivering the final service or product. By leveraging this framework, you will be able to build a process that will not only be efficient but also aligned with the organization's goals and objectives.

Did you know that the flow of the Service Value Chain is from demand through value creation? It is not necessary to follow the steps in a series or a determined path; you can follow it in any direction. You can even loop around to carry out similar value chain activities many times. As per ITIL, a value stream starts with a demand and ends with a value. The value stream ends when the value is created.

Step 0 : Demand

Identify the demand for the service. Consider all the stakeholders, from the consumers to the governing body, and make sure that you have gathered a clear understanding of their expectations.

Tip- It's important to follow a structured approach when dealing with requests.

Step 1: Acknowledge & Document Request

Make sure to acknowledge and document the request (keep it transparent with stakeholders at every stage).

Step 2: Assessing The Requirements

Next, assess the requirements by determining the viability of investing resources. Only then should you invest resources to fulfill the request. Following this approach will help you to effectively manage requests in a structured and efficient manner.

Step 3: Designing The Service

When designing a service, it's crucial to create a service design package and translate requested features into component specifications. To ensure a successful service, it's important to consider all the practices that could contribute, from architecture management to service level management. For instance, you can start by identifying the key components required for the service and then define their specifications. Additionally, you can consider factors such as service availability, scalability, and reliability to ensure a smooth and efficient service delivery.

Step 4: Creating & Validating Service Components

To ensure that your service components are reliable and effective, it's important to carefully create and validate them. Start by obtaining or building the necessary components according to the specifications you have in mind. Then, thoroughly test and verify that they are fit-for-purpose and fit-for-use before implementing them into your service.

For example, if you're developing a customer service chatbot, you'll need to create and validate various components such as natural language processing algorithms, response templates, and integration with messaging platforms. By thoroughly testing and validating these components, you can ensure that your chatbot provides a satisfactory user experience and meets your business objectives.

Step 5: Preparing to Deliver New or Changed Products or Services

When preparing to deliver new or changed products or services, it is important to follow best practices to ensure successful deployment and release. This includes considering all aspects of service management, from incident management to release management. For instance, before deploying a new service or component, it is recommended to test it thoroughly in a staging environment to identify and resolve any issues before going live. Additionally, having a clear incident management process in place can help minimize downtime and ensure a quick resolution in case of any service disruptions. By following these best practices, you can ensure that your new or changed products and services are deployed smoothly and operate successfully.

Step 6: Making New Features Available to Customers

When delivering new features, it is important to consider the entire lifecycle, from early life support to BAU delivery and support. As an example, you can make sure to implement incident management and relationship management practices to ensure a smooth and successful launch. By taking these steps, you can increase customer satisfaction and minimize the impact of any potential issues that may arise.

Our experience with ITIL 4's Service Value Chain taught us the importance of having a framework in place. It helped us streamline our process and ensure that we are delivering value to our customers while adhering to industry best practices.

As fellow consultants, we highly recommend leveraging this framework to build processes that are efficient, aligned with your organization's goals, and deliver value to your customers.

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ABOUT THE AUTHOR:

Vinay Krishna is a certified ITIL 4 Managing Professional, Strategic Leader, and SIAM Professional. He works as an ITSM Managing Consultant and is an expert in implementing ITIL4, ISO 20K, and COBIT 2019 Principles. His specializations include designing and implementing ITIL processes, creating customized IT operating models, and establishing governance to ensure efficient operations. He has extensive experience in conducting ITIL maturity assessments, designing IT operating models, and developing, implementing, and transforming ITIL processes.

Deepti Khanduri is a seasoned ITSM Process Consultant, SIAM Professional Certified, ITIL 4 Foundation Certified, Google Cloud certified Cloud Digital Leader and Service Integration Manager. Deepti is an experienced Principal Consultant in IT Service Management with strong analytical skills and a proven track record in the information technology and services industry. She has expertise in identifying data trends, designing and implementing IT Service Management strategies, and delivering high-quality customer service. Deepti is result-driven, proactive, efficient, and focused on effective time management.