ITIL Service Value Chain (SVC)

What is the ITIL Service Value Chain (SVC)?

The ITIL Service Value Chain (SVC) is an integral part of the ITIL 4 framework, which provides a flexible operating model for the creation, delivery, and continual improvement of tech-enabled services. The SVC offers a holistic approach to service management, emphasizing how different components interact to facilitate value creation through IT services. It consists of a set of interconnected activities that help organizations convert demand into value through IT enabled services.

Key Components of the ITIL Service Value Chain

The ITIL Service Value Chain is composed of six key activities that represent the steps an organization takes to respond to demand and facilitate value creation:

  • Plan: Involves the ongoing activity of understanding the organization’s vision and maintaining a current and future view of the organization. This includes planning the necessary resources and capabilities to deliver the desired outcomes.
  • Improve: Refers to the continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
  • Engage: Focuses on providing a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
  • Design & Transition: Ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.
  • Obtain/Build: Covers the activities necessary to create or modify services. It includes sourcing the components needed to deliver services, whether developed internally or outsourced.
  • Deliver & Support: Deals with the activities related to providing services to customers as well as the support required to ensure they continue to meet needs over time.

The Six Activities Explained

  • Plan: This activity ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes.
  • Improve: Driven by continual improvement practices, this activity transforms feedback into actionable insights and strategic directions to enhance service management practices.
  • Engage: Direct interaction with stakeholders to ensure their needs and expectations are understood, managed, and met throughout the service lifecycle.
  • Design & Transition: Manages risks, ensures the effective transition of new or changed services into production, and assures that services meet stakeholder expectations.
  • Obtain/Build: Ensures service components are available when and where they are needed, and meet agreed specifications.
  • Deliver & Support: Activities involved in service delivery, service management, and resolution of issues, ensuring stakeholder satisfaction and service conformity.

Importance of ITIL Service Value Chain

  • Agility and Flexibility: The ITIL SVC supports organizational agility by allowing an adaptable approach to service management that can respond quickly to changing technology and business environments.
  • Holistic Approach: It provides a comprehensive model that integrates various aspects of service management, from planning to continuous improvement.
  • Efficiency and Effectiveness: Enhances the efficiency and effectiveness of service delivery by clearly defining how different activities contribute to the creation of value.

Implementation Considerations

  • Integration with Existing Processes: Integrating SVC with existing processes requires careful planning to ensure continuity and minimize disruption.
  • Cultural Change: Adopting SVC often necessitates a cultural shift towards continual improvement and customer focus.
  • Training and Competence: Staff training is crucial to ensure that everyone understands their role within the SVC and how to effectively contribute to value creation.


The ITIL Service Value Chain is a core component of ITIL 4, offering a dynamic and interconnected model for managing the creation, delivery, and continual improvement of IT services. By understanding and applying the principles of the SVC, organizations can enhance their service management capabilities, meet stakeholder expectations more effectively, and ultimately deliver greater value to customers.

See Also

  • ITIL 4 Framework: Discussing the latest iteration of the IT Infrastructure Library (ITIL) standards that the Service Value Chain is part of.
  • Service Management: Exploring the general practices of designing, delivering, managing, and improving the way IT is used within an organization.
  • Continual Improvement: Covering the ongoing efforts to improve products, services, or processes, which is an integral part of the SVC.
  • Change Management: Discussing how organizations manage change within IT services, a key concern addressed through the ITIL SVC.
  • Incident Management: Exploring the process of managing the life cycle of all incidents to return IT service to users as quickly as possible.
  • Problem Management: Discussing strategies for managing the life cycle of all problems that could cause incidents.
  • Service Design: Covering the phase in the service lifecycle that turns a service strategy into a plan for delivering the business objectives.
  • Demand Management: Discussing how IT departments manage and anticipate demand for IT services.
  • Service Level Management (SLM): Exploring how organizations ensure that current and planned IT service offerings meet the needs and expectations of customers.
  • Digital Transformation (DX): Discussing how organizations transform and adapt to changing digital environments, which the ITIL SVC supports by optimizing and aligning IT services.

These topics will help provide a holistic view of how the ITIL Service Value Chain functions within the larger context of IT service management, emphasizing its role in facilitating effective and efficient service delivery and improvement.