Chapter 5 Quiz

When using the service value chain, all incoming and outgoing interactions with parties external to the value chain are performed via which of the following activities? A. Engage B. Obtain/build C. Improve D. Plan

A. Engage

The purpose of the engage value chain activity is to: A. provide a good understanding of the stakeholders needs, transparency, and continual engagement and good relationships with all stakeholders. B. ensure that services are delivered and supported according to specifications and stakeholders' expectations. C. ensure the continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management D. ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management throughout the organization

A. provide a good understanding of the stakeholders needs, transparency, and continual engagement and good relationships with all stakeholders.

The purpose of the obtain/build value chain activity is to ensure: A. service components are available when and where they are needed, and that they meet agreed specifications. B. products and services continually meet stakeholder expectations for quality, costs, and time to market. C. continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management D. a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management throughout the organization

A. service components are available when and where they are needed, and that they meet agreed specifications.

The ITIL service value chain includes ______ value chain activities that lead to the creation of products and services and, in turn, value. A. six B. five C. four D. seven

A. six

Which of the following value chain activities ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market? A. Engage B. Design and transition C. Obtain and build D. Improve

B. Design and transition

Which value chain activity provides the requirements and specifications for obtain/build? A. Engage B. Design and transition C. Obtain/build D. Deliver and support

B. Design and transition

Which value chain activity identifies and provides service components? A. Engage B. Improve C. Obtain/build D. Deliver and support

C. Obtain and build

Which one of the following is *not* an activity of the service value chain? A. Plan B. Improve C. Optimize D. Engage

C. Optimize

Which of the following is *not* one of the elements of the acronym SMART? A. Specific B. Measurable C. Resilience D. Time-bound

C. Resilience

In response to the question /How do we keep the momentum going?/, an organization should: A. check the destination of the journey to ensure it was correct B. create a plan for addressing the challenges of the initiative. C. use organizational change management to embed the changes into the organization. D. ensure visibility and awareness of the initiative to all stakeholders

C. use organizational change management to embed the changes into the organization

What is the *last* step of the continual improvement model? A. How do we get there? B. Where are we now? C. Where do we want to be? D. How do we keep the momentum going?

D. How do we keep the momentum going?

All of the following are the outputs of the improve activity *except* for which one? A. Value chain performance information for /plan/ and the governing body. B. Service performance information for /design and transmission/. C. Contract and agreement requirements for /engage/. D. New and changed products and services for /delivery and support/.

D. New and changed products and services for /delivery/ /and/ /support/.

All of the following are the key inputs of the plan activity *except* for which one? A. Policies, requirements, and constraints provided by the organization's governing body. B. Consolidated demands and opportunities provided by /engage/. C. Knowledge and information about third-party service components from /engage/. D. Strategic, tactical, and operational plans

D. Strategic, tactical, and operational plans

The *first* step of the continual improvement model is to: A. provide a current state assessment for the initiative. B. take action to avoid delaying the improvement. C. design a plan on how to get there. D. define the vision for the initiative

D. define the vision for the initiative