ITIL 4 Foundation Practice Exam

What is the purpose of the deliver and support value chain activity?

1. To create guidelines for service improvement

2. To ensure agreed service delivery and support

3. To develop new market strategies

4. To analyze customer feedback

The correct answer is: To ensure agreed service delivery and support

The purpose of the deliver and support value chain activity is to ensure agreed service delivery and support. This activity focuses on the operational aspects of service management, concentrating on delivering services according to the specifications and agreements established with customers. By doing so, it aims to maintain service levels, ensure the reliability of service operations, and provide adequate support to users and stakeholders. This activity is vital in the ITIL framework as it emphasizes the importance of meeting customer expectations and providing value through consistent service delivery. It involves processes such as incident management, service request management, and problem management, all designed to ensure that services are not only delivered as per the agreed terms but are also supported in a way that enhances user satisfaction and experience. In comparison, the other choices are related to aspects of service management but do not encapsulate the core focus of the deliver and support activity as effectively. For example, creating guidelines for service improvement focuses more on strategic development rather than operational delivery. Developing new market strategies aligns more with business development rather than the delivery of existing services. Lastly, analyzing customer feedback is an important part of service improvement but does not directly correlate to ensuring service delivery, which is the central goal of the deliver and support activity.