Service Value Chain

The six activities — Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support — represent the key steps in creating and managing services. They are not linear but interconnected, with different combinations creating different value streams. For example, handling an incident might primarily involve Engage and Deliver & Support, while launching a new service might flow through all six activities. Each activity transforms inputs into outputs using the 34 ITIL practices as tools. Understanding the service value chain is essential for the ITIL® 5 Foundation exam, as approximately 20% of questions relate to how the activities interact.