Fiquei sem entender.
Veja trecho retirado do material oficial An Introductory Overview of ITIL 2011 (pág. 13)
ITIL Service
Strategy sits at the core of the ITIL lifecycle. It sets out guidance to all IT
service providers and their customers, to help them operate and thrive in the
long term by building a clear service strategy, with a precise understanding
of:
- What
services should be offered to whom the
services should be offered (alternativa A)
- How the
internal and external marketplaces for their services should be developed
- The existing
and potential competition in these marketplaces, and the objectives that will
differentiate the value of what the service provider does or how it is provided
- How the
customer(s) and stakeholders will perceive and measure value, and how this
value will be created (alternativa B)
- How service
sourcing decisions can be made with respect to use of different types of
service providers
- How
visibility and control over value creation will be achieved through financial
management
- How robust
business cases will be created to secure strategic investment in service assets
and service management capabilities (acho que a banca tentou traduzir isso aqui como sendo a alternativa C)
- How the
allocation of available resources will be tuned to optimal effect across the
portfolio of services (alternativa D)
- How service
performance will be measured (não seria essa sentença correspondente a alternativa E?)