2.4. The Service Value Chain (SVC) – The Engine of Value Delivery

💡 First Principle: Value is created through a flexible but structured flow of activities that transform demand into valuable outcomes, where each activity contributes a specific transformation and uses practices as its tools.

Scenario: A user's request for a new software license (demand) triggers a value stream. The request is understood (Engage), the service is designed and approved (Design & Transition), the license is procured (Obtain/Build), and the software is installed and access is granted (Deliver & Support). The entire process is guided by the overall IT Plan and is a candidate for Improvement.

The Service Value Chain is the core operating model of the SVS, describing the key steps (activities) an organization takes to create value. These activities are combined in different ways to form value streams for specific scenarios. Each activity takes inputs and transforms them into outputs, utilizing various practices to perform the work.

SVC Activities (Purpose and Practical Role Focus):

We will now delve into each of the six activities.