Courses
Schedule
Facility Rentals
Classroom Rentals
Computer Lab for Rent
Meeting Room Rental
Training Facility Rental
Services
Exam Testing Center
Purchase Exam Vouchers
Training Management
Custom Course Development
Job Placement
Resources
Techroots Blog
About Us
Locations
Who We Are
Work With Us
Awards
Contact
Government Info.
Corporate Info.
Portal Access
Cart
ITIL Practitioner Assessment
Take this free ITIL Practitioner quiz to keep your ITSM career moving!
ITIL Practitioner
Step 1 of 11
9%
Which of the following are put into place in ITSM to validate, direct, justify, or intervene?
*
Communication
Metrics and measurement
Return on investment
Service development lifecycle
Which of the following is NOT one of the different types of metrics used in ITIL?
*
Compliance
Progress
Efficiency
Milestones
Which of the following is the best way to choose metric hierarchies?
*
People-centric metric hierarchies
The simplest metric hierarchy
The most advanced 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
Speeding up the delivery of new services
Slow restoration of service
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?
*
Fear of additional work
Change fatigue
Fear of the unknown
Lack of reward for change
Which of the following describes the best way to help people transition through change?
*
Compensation
Open and frequent communication
Strict supervision
Comprehensive documentation
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?
*
Design for experience
Start where you are
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
Service manager
Customer
Confirm Your Email to See Your Score!
*
