Value Chain — ITILFND-V5 Study Guide

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Included in this chapter:

Value chain activity	What it does	Key success metric
Discover	Understands demand, opportunities, and consumer needs	How well the organization understands demand, opportunities, and consumer needs
Design	Designs products and services to meet agreed requirements	How well designs meet the agreed utility, warranty, user experience, and sustainability requirements
Acquire	Obtains goods and resources from suppliers	The quality of the goods and resources obtained from suppliers
Build	Builds components and verifies them	Components built to specification and verified by testing
Transition	Moves changes into the live environment	The number and business impact of errors introduced into the live environment
Operate	Runs the service day to day	Performance against agreed service levels
Deliver	Delivers the service to consumers	Performance against agreed service levels
Support	Restores service after a disruption	How quickly normal service is restored after a disruption

Cheat sheet

The value chain is the operating model of interconnected activities
The Version 5 value chain has eight activities
Each value chain activity has key success metrics
Value chain activities are not sequential
Every value chain activity has its own purpose-derived success metric
An operating model shows how an organization co-creates value and runs itself
Value chain activities and practices support the organization's purpose and operating model
An organization's purpose is what it does for stakeholders and why
An incident is an unplanned interruption or quality reduction
An event is a significant change of state
A service request is a pre-agreed, normal request
A problem is a cause or potential cause of incidents
An error is a flaw; a known error is an analysed problem
Distinguishing problem, error, and known error
A disaster is a sudden event causing great damage
A release is a version made available for use
A test verifies that something meets its requirements
Continuous integration merges code frequently with automated testing
Continuous delivery vs continuous deployment
A product specification defines a product's requirements
A product prototype is an early model for testing ideas
Reliability is the ability to perform as intended over time
SRE and observability defined

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Cheat sheet