Which of the following describes what is meant by the ITIL Service Strategy component?
A. Defining processes required to manage the solution.
B. Designing the solution to the ITIL specifications.
C. Ensuring changes are designed to meet customer expectations.
D. Understanding the intended customer and what services are required.
Answer: D
Explanation:
The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.
Explanation: http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy
I believe this one is wrong too, I feel the answer is D. Understanding the intended customer and what services are required. It even explains that in the reference link, who is verifying the validity of the answers to these questions. I am due to take the exam later on this week and now I am not sure if this is a good study guide. I should go back to reading my notes and the eBook.
I agree… the definition of process comes AFTER the analysis of WHAT is needed. Even the process will be part of Service Strategy but it comes only AFTER the requirement analysis.