Courses
- Brand
  
  (ISC)²
  
  AWS
  
  CertNexus
  
  Chef
  
  Cisco
  
  CompTIA
  
  CyberPhoenix
  
  EC-Council
  
  FITSI
  
  ISACA
  
  ITIL
  
  Microsoft
  
  Phoenix TS
  
  Project Management Institute (PMI)
  
  Python
  
  Red Hat Linux
  
  Scrum Alliance
  Topic
  
  Agile
  
  Business Analysis
  
  Cloud & Saas
  
  Cyber Security
  
  Data Mining Analysis
  
  Data Science
  
  Databases
  
  Government
  
  Hardware & Software
  
  Linux
  
  Mobile Computing
  
  Networking
  
  Programming
  
  Project Management
  
  Quality Assurance
  
  Soft Skills
  
  Software Development
  
  Storage & Backup
  
  Virtualization
  
  VoIP
- 01/20/2021 - 01/21/2021
  
  Constructive Conflict Resolution Training
  
  01/21/2021 - 01/21/2021
  
  Developing a High Reliability Organization
  
  01/22/2021 - 01/22/2021
  
  Customer Service Training
  
  01/25/2021 - 01/28/2021
  
  Hands-On Hacking Training
  
  01/25/2021 - 02/5/2021
  
  MCSA: Windows Server 2012 Boot Camp
  
  01/25/2021 - 02/5/2021
  
  MCSA: Windows Server 2012 Boot Camp
  
  01/25/2021 - 02/5/2021
  
  MCSA: Windows Server 2016 Boot Camp
  
  01/25/2021 - 02/5/2021
  
  MCSA: Windows Server 2016 Boot Camp
  
  01/25/2021 - 02/5/2021
  
  MCSA: SQL Server 2012/2014 Boot Camp
  
  01/25/2021 - 02/5/2021
  
  MCSA: SQL Server 2012/2014 Boot Camp
  
  01/25/2021 - 01/29/2021
  
  Network+ Certification Training
  
  01/25/2021 - 01/29/2021
  
  Security+ Certification Training
  
  01/25/2021 - 01/29/2021
  
  Decision Making/ Critical Thinking Training
  
  01/25/2021 - 01/28/2021
  
  Federal Risk Management Framework (RMF) 2.0 Training Certification
  
  01/25/2021 - 01/28/2021
  
  Federal Risk Management Framework (RMF) 2.0 Training Certification
- 01/21/2021 - 01/21/2021
  
  Developing a High Reliability Organization
  
  01/25/2021 - 01/29/2021
  
  Network+ Certification Training
  
  01/25/2021 - 01/29/2021
  
  Network+ Certification Training
  
  01/25/2021 - 01/29/2021
  
  Network+ Certification Training
  
  01/25/2021 - 01/29/2021
  
  IP6FD v3.0 - IPv6 Fundamentals, Design, and Deployment
  
  01/25/2021 - 01/29/2021
  
  PMP (Project Management Professional)
  
  01/25/2021 - 01/26/2021
  
  Pre-Retirement Planning Training
  
  01/25/2021 - 01/26/2021
  
  Pre-Retirement Planning Training
  
  01/26/2021 - 01/26/2021
  
  Influence and Persuasion Training
  
  01/26/2021 - 01/28/2021
  
  Decision Making & Problem Solving Training
  
  01/27/2021 - 01/28/2021
  
  CSPO - Certified Scrum Product Owner Certification Training
  
  01/28/2021 - 01/28/2021
  
  Creative Thinking And Innovation Training
  
  01/28/2021 - 01/29/2021
  
  CSM - Certified ScrumMaster Certification
  
  02/1/2021 - 02/5/2021
  
  Security+ Certification Training
  
  02/1/2021 - 02/5/2021
  
  Security+ Certification Training
- Maryland
  
  Columbia
  
  Virginia
  
  Tysons Corner
  
  Phoenix TS Certified Training Centers
  
  All locations listed below are linked to pages with additional information including the location’s address, hours of operation, testing services, amenities and a schedule of upcoming classes. To learn more about these training centers, contact our team at 240-667-7757.
Schedule
Training Solutions
About
Free Stuff

Contact
Log in

×

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
- Metrics and measurement
- Communication
- Return on investment

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

Which of the following is the best way to choose metric hierarchies?*
- People-centric metric hierarchies
- The most advanced metric hierarchy
- 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
- Slow restoration of service
- Speeding up the delivery of new services
- The "black hole" syndrome

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
- 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 the unknown
- Change fatigue
- Lack of reward for change
- Fear of additional work

Which of the following describes the best way to help people transition through change?*
- Strict supervision
- Compensation
- Open and frequent communication
- 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
- Vision and Governance
- Backlog Register

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?*
- Service provider
- Each stakeholder
- Customer
- Service manager

Confirm Your Email to See Your Score!*

Subscribe now

Get new class alerts, promotions, and blog posts

10420 Little Patuxent Parkway
Suite 500
Columbia, MD 21044

About Us

Overview
Awards
Careers
Contact Us
Promotions
Terms of Use
Privacy Policy
Cancellation Policy

Locations

All Locations
- Maryland
- Virginia

Services

Custom Training
Classroom Rentals
Meeting Room Rentals
Exam Testing Center
Government Training
Corporate Training
Training Management