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IT Support & Hardware · Foundational

Service Value Chain

The ITIL 4 operating model of six activities that convert demand into value.

Definition

The six activities are Plan, Improve, Engage, Design and transition, Obtain/build, and Deliver and support. They combine in value streams for specific scenarios. Practices contribute to multiple activities.

Example

Restoring service after an outage flows through Engage and Deliver and support activities.

Exam tip

Memorize the six value chain activities.

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