In this article, I want to talk about a new concept introduced by ITIL 4. It is the concept of Value stream and process. This is one of the vital aspects of ITIL 4 that can assist any organisation to co-create values with their customers. Let us look at the concept of value streams and processes together in this article.
Value streams and processes automation can be seen as processes automation or adoption of emerging technologies and way of work in order to gain efficiencies and understand user experience in an organisation.
A process, on the other hand, can be seen as a set of interrelated or interacting activities that transforms input into outputs. Processes are always designed by organisations in order to achieve specific objectives.
in designing value streams and processes for your organisation, you need to ask some fundamental questions such as:
- What is the generic delivery model for the service, and how does the service works? This talks about the method you want to adopt in delivering your service to your service consumers. Whatever method that you are planning to adopt, you got to have your end user in mind. For example, you might have to consider whether your service consumer prefers online or offline mode of service delivery. This will help you to put machinery in place in order to give them what they are looking for.
- What are the value streams involved in delivering the agreed output of service? This involves consideration of all activities that you need to perform in order to deliver value to your target audience. This will assist the organisation in knowing the necessary skill sets that they have to put in place in order to deliver the right values to customers.
- Who or what performs the required service actions? This also needs to be identified by organisations involved in service delivery. Through the identification, you will be able to assess whether the individual has the necessary skills needed in order to deliver. This will allow the service provider to put the neccesary infrastructure in place in order to guarantee effective service delivery.