Which value chain activity creates service components?

A. Improve

B. Engage

C. Obtain/build

D. Deliver and support

Correct Answer

C. Obtain/build

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Detailed Explanation

In ITIL 4, the Obtain/Build activity is integral to the Service Value Chain. It is responsible for obtaining or building components, products, and services that are necessary to meet current and future customer requirements. This activity bridges the gap between planning and implementation, focusing on the acquisition and development of resources needed to deliver value to customers.

The Role of Obtain/Build in the Service Value Chain

The ITIL 4 Service Value Chain is a central element within the Service Value System (SVS), guiding how organizations create value through service management. Each activity in the value chain has a specific purpose, and Obtain/Build is specifically designed to gather the resources necessary to support all other activities.

1. Resource Acquisition and Development: Obtain/Build involves the procurement of physical and digital resources or the development of components when existing solutions do not meet service requirements. This may include building software, acquiring hardware, or integrating third-party services.

2. Collaboration with Partners and Suppliers: During this phase, organizations often work with external vendors to obtain specialized products or services. Engaging with trusted suppliers is crucial in obtaining high-quality, reliable components that align with service objectives.

3. Ensuring Readiness for Service Transition: Once the components are obtained or built, they are prepared for transition into the live environment. This includes validating the components’ quality and ensuring they meet the agreed-upon specifications and requirements.

4. Supports Agile and Continuous Development: With the shift toward agile and DevOps practices, the Obtain/Build activity is closely aligned with continuous integration and delivery (CI/CD) pipelines, ensuring that new service components are quickly built and deployed to meet evolving customer demands.

Real-World Example

Consider a financial services company that needs a secure, high-performance application to support online transactions. In the Obtain/Build phase, the organization will work with developers to build the application and engage suppliers for required security solutions, such as encryption services. Through Obtain/Build, the company acquires these essential components, ensuring the application is robust, compliant, and ready for deployment.

How to Obtain/Build Contributes to Value Creation

The Obtain/Build activity is essential for enabling organizations to respond to customer needs dynamically. By efficiently gathering and developing service components, organizations can ensure that their services remain relevant, competitive, and valuable to customers.