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.

3.Which ITIL concept describes guiding principles?

4.Which ITIL concept describes the service value chain?

5.Which ITIL concept describes practices?

6.Which ITIL concept describes continual improvement?

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.

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.

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?

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?

11.Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?

12.Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

13.You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

14.A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?