The Service Value Chain is at the heart of the SVS, representing the key activities needed to create value. It’s not a fixed process but a flexible set of interconnected activities that can be adapted depending on organizational needs. The Service Value Chain is made up of six activities:
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Plan: Strategic planning ensures that service management aligns with business goals. It includes understanding what the organization wants to achieve with its services, evaluating the current service landscape, and defining the service portfolio.
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Improve: This activity focuses on continual improvement of services, processes, and performance. It follows the continual improvement model, which we’ll discuss later, ensuring that services evolve to meet changing business requirements.
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Engage: The engage activity focuses on interacting with customers, users, suppliers, and other stakeholders to ensure that their needs are understood. Effective communication, relationship management, and feedback collection are key components of this activity.
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Design & Transition: Ensuring that new services are designed and transitioned into operation smoothly is the focus here. This activity integrates service design and service transition, ensuring that new or modified services are tested, evaluated, and successfully implemented.
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Obtain/Build: This involves acquiring or building the resources and capabilities needed for service delivery. It includes everything from procuring software and hardware to training personnel and building internal capabilities.
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Deliver & Support: Once services are live, the delivery and support activity ensures they are delivered in line with agreed-upon service levels and are fully supported. This includes incident management, problem management, and user support to ensure ongoing service performance.
