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ITIL 4 Foundation Revision VSI > 5. Service Value Chain > Flashcards

5. Service Value Chain Flashcards

1
Q

List the components of Service Value CHAIN!

A

Plan
Engage
Design + Transition
Obtain / Build
Deliver + Support

IMPROVE

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2
Q

What is the output of SVC?

A

Value Realisation

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3
Q
  • direction, decision, shared understanding
  • high level
  • communicate current state of 4 Dimensions
A

PLAN

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4
Q
  • good + transparent relationship with SHs
  • good understanding of SH’s needs
  • transparency
A

ENGAGE

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5
Q
  • ensure product/service continually meet SH’s expectation
  • Quality, Cost, Time parameters
  • detailed planning
  • implementation
A

DESIGN + TRANSITION

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6
Q

Make service components AVAILABLE

  • when / where needed
  • meet agreed specs
A

OBTAIN or BUILD

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7
Q

Ensure products/services delivered and supported:

  • within agreed specification
  • SLA
A

DELIVER + SUPPORT

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8
Q
  • Align with change
  • across all Value Chain activities
  • across all 4 Dimensions
  • across all Products/Services
A

IMPROVE

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9
Q

Which value chain activity ensures people understand the organisation’s vision?

A. Improve
B. Plan
C. Deliver and support
D. Obtain/build

A

B. Plan

“to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organisation”

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10
Q

Which statement about the value chain activities is CORRECT?

A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs into
outputs

A

D. Each value chain activity contributes to the value chain by transforming specific inputs into
outputs

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11
Q

How do all value chain activities transform inputs to outputs?

A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation

A

B. By using a combination of practices

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12
Q

36) Which value chain activity communicates the current status of all four dimensions of service management?

A. Improve
B. Engage
C. Obtain/build
D. Plan

A

D. Plan

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ITIL 4 Foundation Revision VSI (12 decks)

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