ITIL 4 Service Value Chain Practice Questions
Authored by Arvin Hawang
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20 questions
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1.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
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
2.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which service value chain activity ensures services are delivered and supported according to agreed specifications?
Engage
Deliver & support
Design & transition
Obtain/build
3.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
All incoming and outgoing interactions with parties external to the value chain are performed via ______.
Plan
Engage
Improve
Obtain/build
4.
MULTIPLE SELECT QUESTION
10 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
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
7.
MATCH QUESTION
10 sec • 1 pt
Match the following value chain activities with their descriptions.
Providing services and support to customers
Deliver & support
Establishing and maintaining relationships with stakeholders
Improve
Enhancing processes and outcomes
Engage
Setting objectives and determining the best course of action
Plan
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