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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?
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Service development lifecycle
Communication
Metrics and measurement
Return on investment
Which of the following is NOT one of the different types of metrics used in ITIL?
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Progress
Compliance
Efficiency
Milestones
Which of the following is the best way to choose metric hierarchies?
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People-centric metric hierarchies
Metric hierarchies that are a good fit for circumstances and organizational culture
The simplest metric hierarchy
The most advanced metric hierarchy
Which of the following is an example of good communication?
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Speeding up the delivery of new services
Inability to improve services
The "black hole" syndrome
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?
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Verbal handshake
There is no single method of communication
We are all communicating all the time
The message is in the medium
Which of the following is the biggest reason that people resist change?
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Change fatigue
Fear of additional work
Fear of the unknown
Lack of reward for change
Which of the following describes the best way to help people transition through change?
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Compensation
Comprehensive documentation
Open and frequent communication
Strict supervision
What is the name given to a database or structured document used to record and manage improvement opportunities throughout their lifecycle?
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CSI Register
Vision and Governance
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?
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Design for experience
Observe directly
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?
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Customer
Each stakeholder
Service provider
Service manager
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