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

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

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

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

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?*
- Vision and Governance
- CSI Register
- Backlog Register
- Benchmarking Record

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
- Focus on value
- Start where you are
- Observe directly

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

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