ITIL 4 Foundation Practice Mode

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose D2

  D. One value stream for all activity that arrives via the service desk Why: In ITIL 4, a value stream represents the end-to-end flow of activities required to deliver value to the customer. It is not defined by teams, suppliers, or organisational structure, but by how value is created.

• Chose A1

  A is correct.

• Chose A3

  value streams represent the series of steps an organization undertakes to deliver products and services to customers and stakeholders. Incidents and service requests are two fundamentally different types of work with different goals, workflows, and measures of success: So, the minimum number of different value streams needed to manage this work is: One for incident management One for service request management