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