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

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

Which of the following is the best way to choose metric hierarchies?*
- The most advanced metric hierarchy
- The simplest 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?*
- Speeding up the delivery of new services
- Slow restoration of service
- Inability to improve 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?*
- We are all communicating all the time
- The message is in the medium
- There is no single method of communication
- Verbal handshake

Which of the following is the biggest reason that people resist change?*
- Change fatigue
- Fear of the unknown
- Lack of reward for change
- Fear of additional work

Which of the following describes the best way to help people transition through change?*
- Comprehensive documentation
- Open and frequent communication
- Strict supervision
- Compensation

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?*
- Focus on value
- Design for experience
- 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 manager
- Each stakeholder
- Service provider

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