1. What is the end result of the service value system?

• A.Activities

• B.Value

• C.Practices

• D.Demand

2.Fill in the blank. The purpose of the _____ is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

• A.Activities

• B.Practices

• C.Service value system

• D.Service value chain

3.Which ITIL concept describes guiding principles?

• A.Service value system

• B.Four dimensions of service management

• C.Service value chain

• D.Practices

4.Which ITIL concept describes the service value chain?

• A.Seven guiding principles

• B.Four dimensions of service management

• C.Service value system

• D.Practices

5.Which ITIL concept describes practices?

• A.Seven guiding principles

• B.Service value system

• C.Service value chain

• D.Four dimensions of service management

6.Which ITIL concept describes continual improvement?

• A.Service value system

• B.Four dimensions of service management

• C.Service value chain

• D.Practices

7. Fill in the blank. A guiding principle is defined as a(n) ______that can guide an organization in all circumstances and will guide organizations when adopting service management.

• A.Mandatory actions

• B.Prescriptive requirements

• C.Governance

• D.Recommendations

8.Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to ______for the stakeholders.

• A.Value

• B.Outcomes

• C.Outputs

• D.Utility

9.You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?

• A.Focus on value

• B.Progress iteratively with feedback

• C.Collaborate and promote visibility

• D.Think and work holistically

10.Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?

• A.Focus on value

• B.Start where you are

• C.Keep it simple and practical

• D.Optimize and automate