ITIL® 4 Foundation

THE ITIL®
SERVICE VALUE
SYSTEM
You can download this document to view offline here.

QA.com
1
The ITIL® service
value system
In the key concepts of service management module, you learned about the general
goals of organizations – co-creating value with customers through the provision and
management of services. In this module, you’ll learn about the system at the heart of
ITIL® that will help you to achieve this goal; the ITIL service value system (SVS).

The SVS is made up of five components. You need to be able to describe each of
these components. We’ll also spend more time on one of the components, the
service value chain (SVC), which is one of the most important and powerful elements
of the SVS.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of

AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under
permission of AXELOS Limited. All rights reserved.
Copyright© AXELOS Limited 2019. Used under permission of AXELOS Limited. All
rights reserved.

2
Contents
The ITIL® service value system 2

The ITIL service value system (SVS) 4

Breaking down the ITIL SVS 5

The ITIL service value chain (SVC) 7

Breaking down the ITIL SVC 8

3
The ITIL service value
system (SVS)

GUIDING
PRINCIPLES

GOVERNANCE

OPPORTUNITY/
SERVICE VALUE CHAIN VALUE
DEMAND

PRACTICES

CONTINUAL
IMPROVEMENT

4
Breaking down the
ITIL SVS
Guiding principles

These principles form the foundation

of the ITIL SVS. They are defined as
‘…a recommendation that guides an
organization in all circumstances,
regardless of changes in its goals,
strategies, type of work or management
structure’.

Governance

Organizations must be ‘directed and

controlled’ to effectively respond to
demand and co-create value with their
customers.

5
Practices

ITIL 4 has many practices, and you’ll

learn more about them later in the
course. They are ‘sets of organizational
resources designed for performing work
or accomplishing an objective.’

Continual
improvement

A focus on continual improvement

needs to be a part of the organizational
culture. It is ‘a recurring organizational
activity performed at all levels to ensure
that an organization’s performance
meets stakeholder expectations’.

The ITIL SVC

The ITIL service value chain is made

up of a ‘set of interconnected activities
that an organization performs to deliver
a valuable product or service to its
customers’. The SVC has a number of
activities you might use to successfully
co-create value with your customers.

6
The ITIL service value
chain (SVC)

7
Breaking down the
ITIL SVC
Plan
Planning is key to success because it creates ‘a shared
understanding of the vision, current status, and
improvement direction for…all products and services
across the organization’.

Improve
The SVS and SVC are designed to keep the organization
focused on turning demand into co-created value.
Through continual improvement, the organization
maintains a focus on co-creating value.

Engage
All the planning and improvement in the world
won’t help the organization achieve its goal of co-
created value if it doesn’t engage consistently with all
stakeholders.

8
 Design and transition
Your stakeholders will have specific expectations
of what your service will provide. The design and
transition activity helps you continually meet these
expectations. Services need to be specifically designed
for the outcome your customer’s value.

Obtain/build
Ultimately, if you don’t have a service to deliver, you
won’t be able to co-create value. This activity focuses
on either creating or sourcing the service you want to
deliver.

Deliver and support

No matter how fantastic your product is, if you don’t
deliver it in a consistent way that meets customer
expectations, you’ll fail to co-create value with your
customers.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of

AXELOS Limited.

Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS
Limited. All rights reserved.

9
10