Service value chain

Plan

Design
& transition

Demand Engage Products & Value

Obtain /build Deliver & services
support

Improve
 Service value system

Guiding principles

Governance

Opportunity
Service value chain Value
/demand

Practices

Continual
improvement
The four dimensions of service management

Political Economical
factors 1 2 factors
Organizations Information
& people & technology

Products
& services
Environmental Social
factors factors
Value

Partners Value streams

& suppliers & processes
Legal 3 4 Technological
factors factors

Factors
Every dimension is affected
by multiple factors
 New or changed Deploy
infrastructure

Release plan New or changed Deploy Release Review

software

Training and Deploy

documentation
 IT service

SaaS component Local application Client app

Cloud Local server Local storage Client device

infrastructure

Supplier Datacentre User

Ideation Design

Develop
Retire

Operate Test

D e ploy
 What is the Business vision,
vision? mission, goals
and objectives

Where are Perform baseline

we now? assessments

Where do we Define measurable

want to be? targets
How do we keep
the momentum
going?
How do we Define the
get there? improvement plan

Execute
Take
improvement
action
actions

Did we Evaluate
get there? metrics
and KPIs
 New or changed
infrastructure

Deploy
Release plan New or changed and Review
software release

Training and
documentation
 Affected
outcomes

Costs Supported
introduced outcomes

Risks Costs
introduced removed

Risks
removed

Value
 Problem Problem Error
identification control control
 Workforce Mentoring &
planning succession
planning

Workforce &
Learning &
Recruitment talent management development

Performance Personal
measurement development
 Service Service Service
relationship relationship relationship
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nfigu nfigu nfigu nfigu
co co co co
&

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&

&
in

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in

in
Obta

Obta

Obta

Obta
Organization A Organization B Organization C Organization D
e

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v v v v
id

id

id

id
Of o Of o Of o Of o
fe r Pr fe r Pr fe r Pr fe r Pr