ITIL 4 Value Chain

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Consolidated demands 
and opportunities
Improve
Obtain/build
Policies, requirements, and constraintsValue-chain 
performance information
Knowledge and information 
about new and changed 
products and services
Knowledge and
 information
about third-party 
service components
Strategic, tactical, and operational plans
Portfolio decisions
Architectures & Policies
Improvement
Opportunities
Product &
Service portfolio
Contracts
and agreement
requirements
Product and service 
performance 
information
Knowledge and information 
about third-party 
service components
Performance information and improvement opportunities 
provided by all
value chain activities
Knowledge and information 
about new and changed 
products and services
Improvement 
opportunities &
Stakeholders’
feedback
Improvement initiatives for 
all value chain activities
Value chain
performance
Information, improvement
status reports and
improvement initiatives
Improve status report for all
 value chain activities
Service performance
Information
High-level 
demand 
for services and
 products
Detailed requirements
for services 
and products
Internal and 
external 
customers & 
users (incl. 
potential 
customers)
Organization’s 
Governing Body
Requests and Feedback
Incidents, service requests, 
and feedback
Information on the completion 
of user support tasks
Marketing opportunities from 
current and 
potential customers
Partners & 
Suppliers
Cooperation opportunities and feedback
PlanPlan
EngageEngage
Contracts
and agreement
requirements
Knowledge and information 
about new and changed 
products and services
Knowledge and
 information
about third-party 
service components
Product and service performance information
Deliver and
support
Product and service
requirements
Design and transition
User support tasks
Change and project
Initiation requests
Contracts and agreements 
with external and internal
 suppliers and partners
Service
Performance
reports
Service
performance
information
Service
components
Requirements &
specifications
New and changed
products and services
Goods and services
Change
requests
Service
components
Services delivered to
customers and users
Description
Visualization 
created by
Title
Derived from ITIL 4 Foundation Book 2019 (by 
Axelos) 
Rob Akershoek, 
Fruition Partners
Version 0.9 March 
2019
Service Value Chain Activity Inputs and Outputs
All IT Value Chain ActivitiesAll IT Value Chain Activities
Contract and agreement 
requirements
Improvement initiatives &
Status reports
Improvement initiatives &
Status reports Improvement initiatives &
Status reports
Knowledge and information
about third-party 
service components
 
Knowledge and information 
about new and changed 
products and services
Knowledge and 
information 
about new and 
changed 
products and services
Knowledge and
 information about third-party 
service components
Contracts
and agreement
requirements
The ITIL 4 Service Value Chain Activities - Inputs & Outputs
Common Rules:
• All incoming and outgoing interactions with parties 
external to the value chain are performed via engage.
• All new resources are obtained via obtain/build.
• Planning at all levels are performed via plan.
• Improvements at all levels are initiated and managed via 
improve.
Strategy to 
Portfolio
Requirement to
Deploy
Request to Fulfill Detect to Correct
Business & Suppler Interface
Supporting Activities
 (e.g. Finance, Risk & Compliance, HR, Supplier Management, Intelligence & Reporting)
 Requirements / Features Demand Requests Incidents, Questions & Feedback
EngageEngage
PlanPlan
ImproveImprove
Deliver and SupportDeliver and SupportDesign and transitionDesign and transition
Obtain/BuildObtain/Build
Service Backbone (services, products, releases, CMDB, …)
High Level Mapping of ITIL 4 Value Chain Activities to the IT4IT Value Streams
https://www.opengroup.org/it4it
Value Streams as part of the IT 
Value Chain:
• Strategy to Portfolio
• Requirement to Deploy
• Request to Fulfill 
• Detect to Correct
IT4IT: 
Connecting the 
Dots
Building an integrated, 
automated and streamlined 
digital delivery pipeline
	ITIL 4 Value Chain Data Flows.vsdx
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