ITIL 4 Service Value Chain Practice Questions

What is the PRIMARY purpose of the Plan activity in the ITIL service value chain?

• To ensure services are delivered and supported

• To ensure service components are available when and where needed

• To ensure a shared understanding of the vision, current status and improvement direction

• To provide continual engagement with stakeholders

Which service value chain activity ensures services are delivered and supported according to agreed specifications?

• Engage

• Deliver & support

• Design & transition

• Obtain/build

All incoming and outgoing interactions with parties external to the value chain are performed via ______.

• Plan

• Engage

• Improve

• Obtain/build

Which TWO statements about the Improve activity are CORRECT?

• It initiates and manages improvements at all levels

• It ensures new resources are obtained

• It provides continual improvement across all value‑chain activities

• It delivers and supports live services

Which statement about common rules for using the service value chain is NOT correct?

• All planning is performed via Plan

• All improvements are initiated via Improve

• All interactions with external parties are handled via Obtain/build

• All new resources are obtained through Obtain/build

What is the purpose of the Obtain/build activity?

• To create and deliver value streams

• To ensure service components are available when and where needed and meet agreed specifications

• To ensure stakeholder expectations for quality are continually met

• To provide transparency and good relationships with stakeholders

Match the following value chain activities with their descriptions.

• Enhancing processes and outcomes

• Improve

• Providing services and support to customers

• Plan

• Setting objectives and determining the best course of action

• Engage

• Establishing and maintaining relationships with stakeholders

• Deliver & support

Fill in the blank: The ITIL service value chain provides a _____ operating model for the creation, delivery and continual improvement of services.

• prescriptive

• static

• flexible

• reactive

Which of the following is an OUTPUT of the Plan activity?

• Service components

• Strategic, tactical and operational plans

• Stakeholder feedback

• Goods and services from suppliers

Which TWO are inputs to the Improve activity?

• Product & service performance information

• Goods and services from suppliers

• Stakeholder feedback

• Service components