Consume Value Stream
Overview
The value stream “Consume”, as shown in Consume Value Stream Model, manages the lifecycle of consuming a Digital Product. Digital Products are consumed as services and the lifecycle is managed as a Subscription to the service.
The Consume value stream covers the entire set of activities of a consumer, from selecting a Service Offer, ordering the service, fulfillment of the service, getting support, and status on the service.
The consumer can be a person internal to the business or an external customer. The Consumer can also be a system actor that on behalf of an organization consumes the service.
The Consume value stream ensures the ordered Desired Product Instance will be delivered as an Actual Product Instance within the agreed terms. The value stream is responsible for all activities needed to deliver the Actual Product Instance(s) successfully or provide support for them to Consumers.
If ordered, the Consume value stream will create or update the Service Contract. To increase its delivered value and identify areas for improvement, the value stream will also measure the consumption of the Service Contract, and assess the ongoing needs of the stakeholder. These actions support the offering, deployment, and monitoring of the Actual Product Instance, ensuring commitment to the Service Contract.
Key Stakeholder
The main stakeholder of the Consume value stream is a customer and/or consumer (human or system actor) in need of a Digital Product.
Value
The outcome of the Consume value stream is to have customers able to locate desired Digital Product service offerings, and obtain them in a timely manner as deployed and instantiated Digital Products that will be supported by the Operate value stream, according to a Service Contract.
Cross-Value Stream Dependencies
The Consume value stream depends on:
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Release:
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Offers are based on releases, and can only be activated after deployment of the release
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The Consume value stream feeds the result of the deployment back into the Release value stream stage for reporting
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Operate:
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Fulfillment feedback of a Service Offer that resulted in an Incident and needed to be handled in the Operate value stream
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Value streams that depend on the Consume value stream are:
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Evaluate:
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Improvements start with drivers, that are expected to arise from all seven value streams
All value streams will capture data to ensure that the quality of the Digital Product will meet the requirements.
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Integrate:
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A request can be used to fulfill the setup of a test or build environment
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Deploy:
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A request can be used to fulfill the underlying platform setup of a needed production environment
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Operate:
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Actual Product Instances can be enabled, changed, or disabled by the fulfillment of the Service Offer
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Consumption of a Service Offer can result in an Incident that needs to be handled in the Operate value stream
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The Consume value stream, as shown in Consume Value Stream Details Model, is the more comprehensive view for included scenarios and detailed value stream stages for the value stream, and will be described in detail in the following sections.
In the following sections we document the scenarios and stages of the Consume value stream:
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Scenario: Order a New Desired Product Instance
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Scenario: Order an Actual Product Instance Support
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Stage: Select an Offer
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Stage: Agree to Service Offer
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Stage: Subscribe to Service Offer
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Stage: Provide Service Support
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Stage: Publish Service Status
Consume Scenarios
The Consume value stream is applicable for the following four scenarios:
Order a New Desired Product Instance Scenario
The outcome of this scenario is to look for, select, and obtain a new Actual Product Instance by means of ordering a new Desired Product Instance based on an available Service Offer; for example:
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New Subscription
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Stage a Build Package to an Actual Product Instance
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Access to a business application
Order an Actual Product Instance Modification Scenario
The outcome of this scenario is to look for, select, and obtain a modification to an Actual Product Instance; for example:
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Changing a Subscription
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Changing an asset
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Changing an Actual Product Instance
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Lifecycle management actions to an Actual Product Instance (e.g., start, stop, scale up)
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Changing access to a business application
This scenario as such will influence the usage (and chargeback) of the Actual Product Instance.
Order an Actual Product Instance Termination Scenario
The outcome of this scenario is to terminate a running Actual Product Instance; for example:
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End a Subscription
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Return or decommission an asset
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Decommission an Actual Product Instance
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End access to an application
Order an Actual Product Instance Support Scenario
The outcome of this scenario is to look for, select, and obtain support for a running Actual Product Instance; like a support request. This scenario supports omni-channel principles to get access to the desired support. Next to that, self-service concepts are used to limit the interaction flow to people and provide direct remediation.
Select an Offer Stage
Description
The purpose of the value stream stage “Select an Offer” is to help the customer to select the Digital Product Service Offers(s) best suited to their needs.
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Agree to Service Offer Stage
Description
The purpose of the value stream stage “Agree to Service Offer” is to get agreement from the customer to the terms and conditions of the Service Contract.
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Subscribe to Service Offer Stage
Description
The purpose of the value stream stage “Subscribe to Service Offer” is to make the Actual Product Instance, as result of the Order and Desired Product Instance, available to the customer, in such a way that the customer is able to consume the Digital Product.
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Provide Service Support Stage
Description
The purpose of the value stream stage “Provide Service Support” is to deliver support to a consumer of an active Subscription.
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Publish Service Status Stage
Description
The purpose of the value stream stage “Publish Service Status” is to deliver status to a consumer on an active Subscription.
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