Introducing the Engage Value Chain Activity in ITIL 4
Engage value chain activity remains one of the activities that you need to carry out when you are planning to launch any IT Solution. The purpose of this activity is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.
Here are some of the inputs…
#1 Products and Service Portfolio
The first input that you need in order to carry out this function effectively is to receive a product and service portfolio from the planning team. They are the one to decide on the features of the new service as well as skills sets and proficiencies that are needed in order to have a solution that will be acceptable to stakeholders.
#2 High-level demands
The next input for the Engage Value Chain Activity is high-level demands for products and services from customers. You must have put a feedback mechanism in place in order to know what customers are really expecting from your products and services. The high-level demands are those features that such products and services should have in order for the products and services to be available to customers.
#3 Request and feedback
The next input of this phase of creating your IT solution is to get feedback and requests from your customers. You should allow them to have a say in the proposed solution that you are trying to create. This will give them the opportunity to present to the organisation what they really want. It will also guarantee that the final solution is acceptable to stakeholders within and outside the organisation.
#4 Incident Service Requests
Another input of the Engage Service Value Chain is the incident and service requests and feedback from users. This is specifically to get some of the challenges that the customers are facing when they are trying to use the platform. This will also allow you to discover some of the challenges they are facing. This will allow customers to get more out of the solution.
#5: User Support tasks
As part of engagement procedures with stakeholders, you also need information and confirmation that all user support tasks has been completed. That means the front desk who will be in charge of assisting customers to get the best out of the solution are absolutely ready for the customers. This will also allow the IT Manager to assist the Front Desk to get ready for customers.
#6 Marketing Opportunities
There is a need for you to also understudy your current and potential customers in order to discover your marketing opportunities. When you take the time to study these marketing opportunities, you will be able to discover some opportunities that are available but you have not tapped into. You will also look at the feedback you are getting from your suspects and customers and see ways by which you can tap into these opportunities and turn around your sales.
#7 Cooperation Opportunities as part of Engage Value Chain Activity
Another input of Engage Value Chain Activity is cooperation opportunities from your partners and suppliers. You need to be able to identify some of your partners and suppliers that will be participating in the project. You need to identify some of the roles that they are going to play in the whole arrangement. This will also assist you in identifying areas that need to be covered and look for areas where those lapses can be covered.
#8 Contract and agreement requirements
The next form of input into your value chain activities are contracts and agreement requirements from all value chain activities. This aspect of the value chain activities allows you to decide on the services that you need in order to achieve your value co-creation objectives. With it, you will be able to identify the departments that need assistance from third parties service providers in order to function effectively. This will allow you to put necessary measures in places and ensure that agreements are reached so that they can enjoy these third-party services.
#9 Knowledge and Information as part of Engage Value Chain Activity
The last but not the least is knowledge about new and changed services from Design and Transition and Obtain and Build. There should be a repository that talks about services that have been changed and new features that were added to existing services. This will allow the organisation to see ways by which they can educate their users about such products and services. It will also allow them to provide quality support to their users.
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Adeniyi Salau is a Digital Marketer, Project Manager and SEO Expert of repute with about a decade of Blogging and online marketing experience. He is always ready to share his experience with others.