Practical Example of the ITIL4® Value Chain with Real-Life Example


The ITIL4® value chain serves as a guiding framework forefficient and effective service management. Let's explore each component in practice, illustrated through the resolution of a WIFI incident:

Before any action, meticulous planning is essential. Thisinvolves strategizing how to approach incident resolution, allocating resources, and setting objectives.

Continuous improvement is a cornerstone of ITIL4. Regularlyevaluate processes, tools, and methodologies to enhance efficiency and effectiveness.

This phase begins with the end user reaching out to thesupport center or service desk to report the WIFI incident. The engagement process involves promptly logging the incident and categorizing it based on priority.

Design and Transition:
Once engaged, the incident moves into the "Design andTransition" phase. Here, the support team begins diagnosing the issue, aiming for a swift resolution. Any necessary escalations to other teams occur during this phase.

Resources and information necessary for resolution areobtained or built upon during this stage. This could include accessing knowledge bases, consulting experts, or acquiring tools.

Deliver and Support:
The crucial stage of delivering a solution and providingongoing support commences. Whether it's resolving the incident internally or coordinating with external vendors, the focus is on delivering quality service and support to the end user.

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In practice, the efficiency of this chain is measured bycalculating the process value efficiency (PVE), which hinges on distinguishing between value-added time and non-value-added time. For instance, while the time spent diagnosing and resolving the incident falls within the value-added category, any delays or waiting periods between activities constitute non-value-added time.

Efficiency assessment is imperative for process improvement.The Process Value Efficiency (PVE), derived from the ratio of PVE to Lead Time, provides insights into operational effectiveness. Understanding these metrics enables organizations to identify bottlenecks, streamline processes, and deliver higher quality service.

Furthermore, gathering feedback from customers is integralto this improvement process. By incorporating customer perspectives, organizations can refine their practices to better meet user needs and expectations.

In summary, the ITIL4 value chain offers a structuredapproach to service management, fostering continuous improvement and customer-centricity in resolving incidents and delivering IT services.