ITIL Service Value System

Question 1

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

-Engage
-Improve
-Deliver and support
-Obtain/build

Answer 1

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 2

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

-Improve
-Engage
-Deliver and support
-Obtain/build

Answer 2

Deliver and support

*Fulfilling all requests is delivering solutions or support for
products and services

Question 3

Which value chain activity includes communications with customers and users?

-Deliver and support
-Obtain/build
-Design and transition
-Engage

Answer 3

Engage

*Engage is interacting with all internal and external stakeholders; including service consumers and the roles of customers and users

Question 4

Which value chain activity includes reviewing service performance with customers?

-Plan
-Improve
-Obtain/build
-Engage

Answer 4

Engage

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

Question 5

Which value chain activity includes establishing enterprise architecture?

-Plan
-Improve
-Obtain/build
-Engage

Answer 5

Plan

*Plan produces strategic, tactical, and operational plans that
includes establishing architectures

Question 6

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

-Plan
-Obtain/build
-Engage
-Design and Transition

Answer 6

Design and Transition

*Introduction of products and services is a transition activity

Question 7

Which value chain activity includes providing components?

-Engage
-Plan
-Obtain/build
-Improve

Answer 7

Obtain/build

*Obtain/Build focuses on components of products & services

Question 8

Which value chain activity provides stakeholder feedback for improvements?

-Design and transition
-Deliver and support
-Obtain/build
-Engage

Answer 8

Engage

*Engage interacts with stakeholders to gather requirements,
demand, and feedback

Question 9

Which value chain activity produces requirements and specifications?

-Design and transition
-Engage
-Obtain/build
-Deliver and support

Answer 9

Design and transition

*Design & Transition does not usually gather requirements from
stakeholders; it acquires them from engage, from which D/T
creates technical requirements & specifications for Obtain/Build

Question 10

Which are the key activities of governance?

1. Plan
2. Evaluate
3. Direct
4. Monitor

Answer 10

2. Evaluate, 3. Direct, 4. Monitor

*We “Evaluate” governance requirements, “Direct” through
policies, and “Monitor” compliance and conformance to the policies;
to ensure we meet the governance requirements

Question 11

Which of the following is true of a value chain?

-Defines a single sequence of activities and aren’t combined in different ways

-Doesn’t consider needed skills and competencies

-Supports a single ITIL® practice

-Converts inputs into outputs

Answer 11

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