On Location: Salvaleon De Higuey, Dominican Republic
Case Topic: Simple Service Value Stream
The idea of an all inclusive resort vacation. Everyone has visions of what that must be like… just picture it: blue sky, fluﬀy clouds, palm trees, golden beach, blue water and waves gently lapping at the sand.
Now put yourself there. Leave the office and all the stress behind. Just you and your special someone, lounge chairs perfectly positioned for the serene views and warm sun’s rays.
It’s all inclusive — unlimited drinks and food at your beck and call.
- Living your best life
- Hey, don’t touch that..
- No no, leave your phone alone
- Do not open that e-mail – Noooooooo
The beach, sun and surf are a great distraction but we need to take a look at how IT can support a service at a resort – hey, you’re the one that opened the e-mail!
Your resort hotel actually oﬀers many services that leverage IT resources to provide value for you. Even the simplest of services may require many diﬀerent activities to be able to adequately go from identifying your request or “demand” to the delivery of a product or service action in an eﬀort to provide a valuable outcome for you.
Demand to Value Diagram
For our Simple Service Value Stream example think of the activities that would take place when a client presents themselves to the front desk to check in at the resort.
Value: The key and the room package allow the client to access their room as the first step in starting their stay at the resort perfectly meeting their expectations.
This Service Value Stream utilizes practices to conduct activities in the key areas of “Engage” and “Deliver and Support” for the delivery of their product and service. They also conduct “Improve” activities as they capture improvement ideas to ensure that they will continue to co-create value with their customers.
About the Author
Jim Jackson is the Managing Director of Blue Sky AFC Associates LLC. Jim holds the ITIL Expert Certificate (V3) and has also completed ITIL 4 Foundations certification. Jim is a service management professional and has been an accredited instructor of ITIL Foundations since 2005. He has shared his open, non-restricted view of the ITIL framework as he has trained and assisted hundreds of candidates to prepare for and pass the ITIL Foundations examinations. Jim has also written accredited courseware for earlier versions of ITIL Foundations and he contributed to ITIL 4 accredited course materials for Thought Rock in 2019.
About the Series – IT Service Management Around the World
These are fictional stories of service management and any similarity, you may find, to your own organization is purely coincidental. The purpose of these service management musings is to introduce service management and ITIL concepts as well as postulate on how ITIL and its components could be at play in any size business located anywhere in the world. The opinion stories are written to motivate customer centric, service oriented thinking and discussions. The content is not intended to constitute advice of any sort. While every eﬀort is made to ensure the accuracy and reliability of the information no liability is accepted for any loss resulting from the use of or reliance on this content.
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Diagrams and images contained in this article have been created by Jim Jackson and remain the property of Blue Sky AFC Associates LLC, Copyright 2019.