ITIL 4 Foundation Challenge Lesson 4: The ITIL Service Value System

Which value chain activity includes providing components?

Obtain/build - (Obtain/Build focuses on components of products & services.)

Which value chain activity includes establishing enterprise architecture?

Plan - (Plan produces strategic, tactical, and operational plans that includes establishing architectures.)

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

2. Evaluate, 3. Direct, 4. Monitor - (True: We "Evaluate" governance requirements, "Direct" thru policies, and "Monitor" compliance and conformance to the policies; to ensure we meet the governance requirements.)

Which value chain activity provides information about service improvements to all value chain activities? A. Engage B. Improve C. Deliver and support D. Obtain/Build

B. Improve - (Improve is informed about all improvement requests, keeps a log of them, manages them, and shares information about them with any Service Value Chain (SVC) activity as needed.)

Which value chain activity uses service components to fulfill service request? A. Improve B. Engage C. Deliver and Support D. Obtain/Build

C. Deliver and support - (Fulfilling all requests is delivering solutions or support for products and services.)

Which of the following is true of a value chain?

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.)

Which value chain activity includes reviewing service performance with customers? A. Plan B. Improve C. Obtain/Build D. Engage

D. Engage - (Engage interacts with stakeholders to review service performance in service reviews, during which improvements may be identified for Improve.)

Which value chain activity includes communications with customers and users? A. Deliver and Support B. Obtain/Build C. Design and Transition D. Engage

D. Engage - (Engage is interacting with all stakeholders.)

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

Design and Transition - (Introduction of products and services is a transition activity.)

Which value chain activity produces requirements and specifications?

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.)

Which value chain activity provides stakeholder feedback for improvements?

Engage - (Engage interacts with stakeholders to gather requirements, demand and feedback.)