1. The service value stream

Every value stream starts with demand and ends with value. A value stream may involve many ITIL Value Chain activities:

• May be iterative
• Similar to DevOps methodologies

2. Value streams and organization

Value streams are not processes:

• Process: set of interrelated activities that transform inputs into outputs
• Value stream: the flow of activity from demand (opportunity) to customer value

Cascading value streams address the guiding principles:

• Focus on value
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically

Process tools and techniques are applicable to value streams

3. Value stream considerations

Select the right perspective

Start with demand, end with value creation

Flexibility

Granularity

Identifying steps

Step order

Map to the service value chain

Map to practices

4. Designing a service value stream

Steps	Describing a step of the value stream
1. Define the use case 2. Document the steps (demand to value) 3. Map the steps to the service value chain 4. If necessary, fragment to steps into actions and tasks 5. Identify the practices and associated resources needed for successful completion of each step, action, or task	Use a standardized template: Name Input trigger(s) Information Practice contributions Actions and tasks Constraints Outputs Estimated or target time

5. Value stream mapping

From Lean (visualizing flow from demand/opportunity to value; planning how the flow can be improved): reduce the number of resources but still deliver the same value (no waste)

Originated in manufacturing but has great use in service management: business case writing, prioritization, optimizing service value streams, finding bottlenecks in practices, determining improvements

Build an end‐to‐end picture of how the service will be used and experienced

Involve as many stakeholders as possible

Focus on the customer and user viewpoints of every activity but include other views as well where necessary

Often done on a large wall with sticky notes and sheets of paper

Identify points of failure, areas of risk, blockage etc. (e.g. dependency on a single person, process, supplier etc.)

6. Key metrics when analyzing value streams Based on workflows: Cycle time Wait time Lead time Process queue Work in progress (WIP) Throughput

Go back to ITIL 4 Managing Professional Certification Course: Create, Deliver and Support (CDS) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.