Service Management World

Session 601: Anatomy of a Value Stream

Wednesday, November 13 at 3:15 PM

Every transformation starts with a value stream; where there's demand, there's a value stream. DevOps emphasizes value streams, and ITIL4 has introduced value streams. But what is a value stream? And how do you improve one? In this session, Donna Knapp will break down the anatomy of a value stream and its key metrics. Participants will gain an understanding of the relationship between value streams and the IT value chain, the role of processes, and why each is important.

Donna Knapp

Curriculum Development Manager

ITSM Academy

Donna Knapp has more than 30 years of experience in the IT industry and is currently ITSM Academy's curriculum development manager. Donna's years of practical experience and love of learning show in her engaging and informative speaking style and many certifications, including ITIL Expert, Certified Process Design Engineer, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner and VeriSM Foundation. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna is also on the DevOps Institute's Board of Regents.