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ITIL Practitioner Assessment

ITIL Practitioner

Step 1 of 11

9%

Which of the following are put into place in ITSM to validate, direct, justify, or intervene?*
- Metrics and measurement
- Return on investment
- Communication
- Service development lifecycle

Which of the following is NOT one of the different types of metrics used in ITIL?*
- Milestones
- Progress
- Efficiency
- Compliance

Which of the following is the best way to choose metric hierarchies?*
- The most advanced metric hierarchy
- Metric hierarchies that are a good fit for circumstances and organizational culture
- The simplest metric hierarchy
- People-centric metric hierarchies

Which of the following is an example of good communication?*
- Inability to improve services
- Slow restoration of service
- The "black hole" syndrome
- Speeding up the delivery of new services

Sending an email containing an urgent message to a colleague who has limited access to email is a violation of which of the following communication principles?*
- The message is in the medium
- Verbal handshake
- There is no single method of communication
- We are all communicating all the time

Which of the following is the biggest reason that people resist change?*
- Change fatigue
- Lack of reward for change
- Fear of the unknown
- Fear of additional work

Which of the following describes the best way to help people transition through change?*
- Open and frequent communication
- Comprehensive documentation
- Compensation
- Strict supervision

What is the name given to a database or structured document used to record and manage improvement opportunities throughout their lifecycle?*
- Vision and Governance
- Benchmarking Record
- Backlog Register
- CSI Register

Which of the following Guiding Principles is the name for focusing on the history that both customers and users have when they interact with the service or service provider?*
- Start where you are
- Design for experience
- Focus on value
- Observe directly

Understanding the desired outcome is an important component to service. Who is the expert on what success looks like?*
- Service provider
- Each stakeholder
- Customer
- Service manager

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