Episode 39: Value Streams and Processes — Linking Activities to Results

The fourth dimension brings the focus back to how work is organized and delivered. In this episode, we’ll explain value streams as end-to-end sequences of activities that create value for customers. Processes are structured sets of activities that transform inputs into outputs, supporting those value streams. Together, they ensure that services aren’t random tasks but coordinated flows designed to achieve outcomes. ITIL emphasizes mapping these streams to identify delays, handoffs, and inefficiencies, giving organizations a clear view of where improvements are needed.

We’ll also highlight how flow efficiency, queue management, and reducing rework directly affect customer experience. By analyzing value streams, organizations align work with value creation rather than local optimization. For the exam, remember that ITIL treats processes as building blocks, while value streams connect them into customer-focused journeys. Seeing this distinction helps you answer both conceptual and scenario-based questions. This episode was produced by BareMetalCyber.com.