A provider is changing an existing service so that it will continue to meet agreed expectations for quality, cost and time to market, and is preparing to move the changed service into live use. Which value chain activity best describes this?
ITIL 4 Foundation, objective 5. The service value chain medium
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How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Not correct Deliver and support
Deliver and support takes over once the service is live, delivering and supporting it in line with agreed specifications and expectations. The work described is getting the change ready and into use.
Not correct Obtain/build
Obtain/build makes the service components available when and where needed and to the agreed specification. It supplies the parts; shaping the service and transitioning it is design and transition.
Correct Design and transition
Correct. Its purpose is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market, which includes moving new and changed services into operation.
Not correct Plan
Plan establishes shared understanding of vision, current status and improvement direction. It does not carry out the design of a specific change or its transition into live use.
Why
Design and transition is defined by continually meeting stakeholder expectations for quality, costs and time to market, and it covers both the design of new and changed services and their transition into live operation. Its neighbours are distinguished by what they contribute: obtain/build supplies components to specification, deliver and support runs the live service.
Where this comes from
- Cited
- ITIL 4 syllabus clause 5.2
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 5 and space the ones you get wrong.
More questions on this objective
- A newly appointed service owner finds that different departments have contradictory views of where the organization's services stand today and where they are heading. Which service value chain activity is intended to resolve this? machine-checked
- Which value chain activity has the purpose of ensuring a good understanding of stakeholder needs, together with transparency and continual engagement and good relationships with all stakeholders? machine-checked
- Which value chain activity is responsible for ensuring that service components are available when and where they are needed, and that they meet agreed specifications? machine-checked
- A review of user satisfaction data leads a team to change how a service is monitored and to refine the practice used to handle recurring faults. Which value chain activity does this work belong to, and how does it differ from its nearest neighbour? machine-checked
- Which statement most accurately describes the relationship between the service value chain activities and value streams? machine-checked