ITIL Service Value Chain

Question 1

Definition of ITIL service value chain

Answer 1

It’s an operating model with all the key activities to effectively manage IT products and services.

Question 2

Which Service Value chain activity includes portfolio decisions for design and transition?

Answer 2

Plan

Question 3

Service Value chain activity: PLAN

Answer 3

Cultivate a shared understanding of the vision, improvement decision and status of all 4 dimensions of service management and products and IT services.

Question 4

Service Value chain activity: DESIGN and TRANSITION.

Answer 4

Ensure that products and services continually meet the stakeholders’ expectations in terms of cost, quality and time-to-market.

Question 5

Which ITIL concepts describes Practices?

Answer 5

The SVS or service value system includes practices. Not the service value chain that includes activities.

Question 6

Which of this is NOT an activity in the Service Value Chain?

a) Practice
b) Engage
c) Design and transition
d) Plan

Answer 6

a) Practice

Question 7

Service Value Chain activity: ENGAGE

Answer 7

Cultivate a good relationship with the stakeholders, a good understanding of stakeholders needs. Cultivate transparency and continual engagement.

Question 8

Service Value Chain activity: IMPROVE

Answer 8

Ensure continual improvement of products and service across all the activities of the service value chain and across all the 4 dimensions of service management.

Question 9

Service Value Chain activity: OBTAIN and BUILD

Answer 9

Ensure service components are available when needed and meet the agreed specifications.

Question 10

Service Value Chain activity: DELIVER and SUPPORT

Answer 10

Ensure that the services are delivered and supported and meet the agreed specifications and stakeholders’ expectations.

Question 11

List all the activities

Answer 11

1. Plan
2. Design and Transition
3. Engage
4. Improve
5. Obtain and build
6. Deliver and support