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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?*
- Service development lifecycle
- Return on investment
- Communication
- Metrics and measurement

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

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

Which of the following is an example of good communication?*
- Speeding up the delivery of new services
- The "black hole" syndrome
- Slow restoration of service
- Inability to improve 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?*
- There is no single method of communication
- Verbal handshake
- The message is in the medium
- We are all communicating all the time

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

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

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

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?*
- Observe directly
- Design for experience
- Focus on value
- Start where you are

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

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