ITIL 4 Foundation — All Questions

The ITIL service value chain has six activities. Which is the correct complete set?

• a.Strategy, design, transition, operation, improvement, governance
• b.Plan; improve; engage; design & transition; obtain/build; deliver & support✓
• c.Identify, define, build, test, release, operate
• d.Focus, start, progress, collaborate, think, optimize

The six service value chain activities are: plan; improve; engage; design and transition; obtain/build; and deliver and support. These interconnected activities can be combined in many sequences to form value streams. The service value chain is the central element of the service value system that converts demand into value through products and services.

Which service value chain activity is responsible for understanding stakeholder needs and maintaining good relationships with all stakeholders?

• a.Deliver and support
• b.Design and transition
• c.Engage✓
• d.Obtain/build

The 'engage' activity provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders. It handles interactions with customers, users, suppliers, and partners. This activity ensures the organization stays connected to demand and requirements across the value chain.

A team ensures that services are delivered and supported to agreed specifications and stakeholder expectations. Which value chain activity is this?

• a.Deliver and support✓
• b.Plan
• c.Improve
• d.Engage

The 'deliver and support' activity ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations. It covers ongoing service operation and user support. Practices such as incident management and service request management contribute heavily to this value chain activity.

Which service value chain activity is dedicated to ensuring continual improvement of products, services, and practices across all value chain activities and the four dimensions?

• a.Design and transition
• b.Obtain/build
• c.Plan
• d.Improve✓

The 'improve' activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. It draws on the continual improvement practice and model. Every value chain activity can feed information into 'improve' so the organization keeps getting better over time.