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

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

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

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

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

Which of the following describes the best way to help people transition through change?*
- Strict supervision
- Comprehensive documentation
- Compensation
- 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?*
- CSI Register
- Benchmarking Record
- Backlog 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?*
- Start where you are
- Observe directly
- Focus on value
- Design for experience

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

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