ITIL 4 Lesson Four: Service Value System

Question 1

Which are the key activities of governance? Select the correct answer.
1. Plan
2. Evaluate
3. Direct
4. Monitor

A: 1, 3, 4
B: 2, 3, 4
C: 1, 2, 4
D: 1, 2, 3

Answer 1

B: 2, 3, 4

(We “Evaluate” governance requirements, “Direct” thru policies, and “Monitor” compliance and conformance to the policies; to insure we meet the governance requirements.)

Question 2

Which of the following is true of a value chain?

A: Customers must know details about how the value chain works
B: Converts inputs into outputs
C: Support a single ITIL practice
D: Doesn’t consider needed skills or competencies

Answer 2

B: Converts inputs into outputs.

(By combining Service Value Chain activities; we create Value Chains, value streams, practices, and/or processes that convert inputs to outputs)

Question 3

Which ITIL® concept describes governance?

A. The seven guiding principles
B. The four dimensions of service management
C. The service value chain
D. The service value system

Answer 3

D. The service value system

Question 4

Which of the following are components of the Service Value System?
1. Plan
2. Governance
3. Practices
4. Continual Improvement

A: 1,3,4,
B: 1,2,3
C: 2, 3, 4
D: 1,2,4

Answer 4

C: 2, 3, 4

Question 5

The Governance activity sets Strategies and Policies?

A: Direct
B: Monitor
C: Plan
D: Evaluate

Answer 5

A: Direct

(Policies establish the boundaries for behavior across the organization and with suppliers, partners, and other stakeholders )

Question 6

The Governance acitivty that reviews stakeholders needs and consists of strategies and relationships with partners?

A: Direct
B: Monitor
C: Plan
D: Evaluate

Answer 6

D: Evaluate

(Governing body evaluates the organization’s strategy, portfolios and relationships with partners.)

Question 7

The Governance activity that views value streams, practices, products, and services to execute the strategy. Compliance with policies via automation, inspections, and quality checks.

A: Direct
B: Monitor
C: Plan
D: Evaluate

Answer 7

B: Monitor

(Use monitoring data as feedback to subsequent evaluation and direction. Data may come from assessments, audits, benchmarks, & or reports)