*ITIL 4 - 11 Multiple Choice Q's - SVC

Which value chain activity includes portfolio decisions for design and transition?

• Engage
• Improve
• Plan
• Deliver and Support

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

• Improve
• Deliver and Support
• Obtain/build
• Design and transition

Which of the following is NOT an activity within the service value chain?

• Engage

• Guiding Principle

• Delivery and Support

• Obtain/Build

How does the Service Level Management practice contribute to the Plan value chain activity?

Tip: The Service Level Management practice is the practice of setting clear business-based targets for service performance so that delivery of a service can be properly assessed, monitored, and managed against these targets.

• Uses the feedback from users about the services and requirements from a customer to make the service better

• Provides information about the actual service performance and trends

• Collects and processes feedback from customer and users

• Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Which operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?

• Continual Service Improvement

• Service Value Chain

• Practices

• Guiding Principles

How does the Service Request Management practice contribute to the Improve value chain activity?

Tip: The Service Request Management practice is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

• It ensures that users continue to be productive when they need assitance from the service provider

• It collects user-specific requirements, sets expectations, and provides status updates

• It analyzes data to identify opportunities to provide new service request options

• It acquires pre-approved service components to help fulfill service requests

Which ITIL concept describes the Service Value Chain?

• Seven Guiding Principles

• Four Dimensions of Service Management

• Service Value System

• Practices

Which value chain activity includes portfolio decisions for design and transition?

• Engage
• Improve
• Plan
• Deliver and Support

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

• Deliver and support
• Obtain/build
• Design and transition
• Plan

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

• Improve
• Deliver and Support
• Obtain/build
• Design and transition