ITIL 4 Lesson Five: Service Value Chain

Question 1

Which value chain activity includes providing components?

A: Obtain/build
B: Planning
C: Design and transition
D: Test and release

Answer 1

A: Obtain/build

(focuses on components of products & services)

Question 2

Which value chain activity creates service components?
A. Improve
B. Engage
C. Obtain/Build
D. Deliver and Support

Answer 2

C. Obtain/Build

Question 3

Which value chain activity provides stakeholders’ feedback for improvements?

A: Improve
B: Engage
C: Planning
D: Obtain/Build

Answer 3

B: Engage

(Engage interacts with stakeholders to gather requirements, demand and feedback)

Question 4

Which value chain activity provides information about service improvements to all value chain activities?

A: Planning
B: Design/Transition
C: Improve
D: Engagement

Answer 4

C: Improve

(Improve is informed about all improvement requests, keeps a log of them, manages them, and shares information about them with any SVC activity as needed)

Question 5

Which value chain activity uses service components to fulfill service request?

A: Obtain and build
B: Planning
C: Deliver and support
D: Engagement

Answer 5

C: Deliver and support

(Fulfilling all requests is delivering solutions or support for products and services.)

Question 6

Which value chain activity includes reviewing service performance with customers?

A: Obtain or Build
B: Engage
C: Planning
D: Design and transition

Answer 6

B: Engage

(Engage interacts with stakeholders to review service performance in service reviews, during which improvements may be identified for Improve.)

Question 7

Which value chain activity includes establishing enterprise architecture?

A: Deliver and Support
B: Design and Transition
C: Engagement
D: Plan

Answer 7

D: Plan

(Plan produces strategic, tactical, and operational plans that includes establishing architectures.)

Question 8

Which value chain activity includes the introduction of new or changed services?

A: Engagement
B: Planning
C: Continuous Improvement
D: Design and Transition

Answer 8

D: Design and Transition

(Introduction of products and services is a transition activity)

Question 9

Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?

A. Engage
B. Design and Transition
C. Obtain/Build
D. Deliver and Support

Answer 9

A. Engage

Question 10

Which value chain activity produces requirements and specifications?

A: Planning
B: Deliver and Support
C: Design and transition
D: Obtain or Build

Answer 10

C: Design and transition

(does not usually gather requirements from stakeholders it acquires them)

Question 11

Which value chain activity includes communications with customers and users?

A: Planning
B: Deliver and Support
C: Engage
D: Design and Transition

Answer 11

C: Engage

(Engage is interacting with all stakeholders)