Application of Value Streams — ITILFND-V5 Study Guide

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Included in this chapter:

Aspect	Predictable (ordered) work	Complex (uncertain) work
Nature of the work	Cause and effect well understood and repeatable	Cause and effect clear only in hindsight; novel
How to optimize it	Standardize into a clear procedure and automate it	Experiment, collaborate, and use rapid feedback
Worked example	Routine password reset	Developing a new digital product
If you mismatch the method	Automating complex work reduces value	Leaving predictable work manual wastes speed and consistency
What good looks like	Speed and consistency	Learning and adaptation, with work still flowing

Cheat sheet

Workflows should be optimized according to the complexity of the work, not with one uniform approach.
Predictable (ordered) workflow steps are optimized through standardization and automation.
Complex workflow steps are optimized through experimentation and feedback, not rigid procedures.
Value streams are applied by combining the eight lifecycle activities into a scenario-specific path.
The same activity can appear in several value streams and more than once within one stream.
Each value stream path is optimized for the complexity of its own scenario.
Different types of demand require different value streams.
Applied value streams include operational streams (e.g. incident resolution) and development streams (e.g. new features).
Applying value streams aims to keep work flowing smoothly through each scenario's path.

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Cheat sheet