ITIL 4 Foundation Practice Exam

Which activity is part of the Delivery/support phase in the Service Value Chain?

1. Customer engagement

2. Service improvement

3. Service transition

4. Service operation support

The correct answer is: Service operation support

In the context of the ITIL 4 framework, the Delivery/support phase in the Service Value Chain focuses on ensuring that services are effectively delivered and supported to meet the needs of users and customers. Service operation support is a critical activity that falls under this phase, as it encompasses the practices and actions necessary to maintain the performance and availability of services once they are live. Service operation support includes managing incidents, fulfilling service requests, and monitoring services to ensure they are functioning as expected. This aligns with the goals of providing a consistent and reliable experience for users and responding effectively to any disruptions. The other activities mentioned, such as customer engagement and service improvement, relate more to interactions with customers and ongoing modifications to services rather than the day-to-day operations and support of those services. Customer engagement typically occurs earlier in the service life cycle and focuses on understanding and managing customer relationships. Service improvement is about enhancing and refining services over time, which also happens after services are delivered. Service transition involves moving services from development to production and is not part of the ongoing delivery and support once the services are operational.