| 1. What are 'engage', 'plan' and 'improve' examples of? |
| A. Service value chain activities. B. Service Level Management. C. Service value chain inputs. D. Change Control. |
| A |
| 2. Which is an external input to the service value chain? |
| A. The 'improve' value chain activity. B. An overall plan. C. Customer requirements. D. Feedback loops. |
| C |
| 3. Which BEST describes the purpose of the 'improve' value chain activity? |
| A. To organize a major improvement initiative into several smaller initiatives. B. To make new and improved services and features available for use. C. To ensure a shared understanding of the vision and improvement direction for all products and services. D. To continually improve all products and services across all value chain activities. |
| D |
| 4. What is used to link activities within the service value chain? |
| A. Service level agreements. B. Inputs, outputs and triggers. C. Opportunity, demand and value. D. Service Desk. |
| B |
| 5. Which statement about the service value chain is CORRECT? |
| A. The service value chain converts value into demand. B. Each value chain activity uses different combinations of practices to convert inputs into outputs. C. Each value chain activity identifies a requirement for resources from an external supplier. D. The service value chain uses value streams to describe a combination of consumers and providers. |
| B |
| 6. Which value chain activity ensures that products meet stakeholder expectations for quality? |
| A. Design and transition. B. Engage. C. Obtain/build. D. Plan. |
| A |
| 7. Which value chain activity ensures that service components meet agreed specifications? |
| A. Plan. B. Design and transition. C. Obtain / Build. D. Deliver and support. |
| C |
| 8. Which is a purpose of the 'engage' value chain activity? |
| A. Meeting expectations for quality, costs and time-to-market. B. Providing transparency and good relationships. C. Ensuring the Continual Improvement of services. D. Ensuring that the organization's vision is understood. |
| B |
| 9. Which can act as an operating model for an organization? |
| A. The four dimensions of service management. B. The service value chain. C. The ITIL guiding principles. D. Continual Improvement. |
| B |
| 10. Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? |
| A. Plan. B. Improve. C. Design and transition. D. Deliver and support. |
| A |
| 11. What is the expected outcome from using a service value chain? |
| A. Service value streams. B. Customer engagement. C. Value realization. D. The application of practices. |
| C |
| 12. Which is included in the purpose of the 'design and transition' value chain activity? |
| A. Ensuring that service components are available when needed. B. Providing transparency and good stakeholder relationships. C. Supporting services according to specifications. D. Continually meeting stakeholder expectations for costs. |
| D |
| 13. Which is included in the purpose of the 'deliver and support' value chain activity? |
| A. Meeting stakeholder expectations for time to market. B. Understanding the organization's service vision. C. Understanding stakeholder needs. D. Providing services to agreed specifications. |
| D |
| 14. What describes the steps needed to create and deliver a specific service to a consumer? |
| A. Service management.. B. Practices. C. A value stream. D. Service Level Management. |
| C |
| 15. Which is one of the MAIN concerns of the 'design and transition' value chain activity? |
| A. Meeting stakeholder expectations. B. Understanding the organization's vision. C. Understanding stakeholder needs. D. Ensuring service components are available. |
| A |
| 16. What can be described as an operating model for the creation and management of products and services? |
| A. Service value chain. B. Governance. C. Guiding principles. D. Practices. |
| A |