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ITIL-FOUNDATION · Question #466

Which statement BEST describes the value of service strategy to the business?

The correct answer is D. It enables the service provider to understand what levels of service will make their customers. Service Strategy in ITIL focuses on helping the service provider understand what services to offer and at what quality levels in order to satisfy customer needs and deliver business value.

Understand the key concepts of service management

Question

Which statement BEST describes the value of service strategy to the business?

Options

  • AIt allows higher volumes of successful change
  • BIt reduces unplanned costs through optimized handling of service outages
  • CIt reduces the duration and frequency of service outages
  • DIt enables the service provider to understand what levels of service will make their customers

How the community answered

(48 responses)
  • A
    4% (2)
  • B
    2% (1)
  • C
    2% (1)
  • D
    92% (44)

Why each option

Service Strategy in ITIL focuses on helping the service provider understand what services to offer and at what quality levels in order to satisfy customer needs and deliver business value.

AIt allows higher volumes of successful change

Higher volumes of successful change is a benefit associated with Change Management within the Service Transition lifecycle stage, not Service Strategy.

BIt reduces unplanned costs through optimized handling of service outages

Reducing unplanned costs through optimized handling of outages is a concern of Incident Management and Problem Management within Service Operation, not Service Strategy.

CIt reduces the duration and frequency of service outages

Reducing the duration and frequency of service outages is the primary objective of Availability Management within Service Design, not Service Strategy.

DIt enables the service provider to understand what levels of service will make their customersCorrect

Service Strategy enables the service provider to understand what levels of service will make customers successful by analyzing market spaces, customer needs, and desired outcomes - this understanding is the foundation of the entire strategy lifecycle stage in ITIL, ensuring services are designed and delivered around real customer value.

Concept tested: ITIL Service Strategy business value and purpose

Source: https://www.axelos.com/certifications/itil-service-management/what-is-itil

Topics

#service strategy#business value#customer expectations#service provider

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