Courses
- Brand
  
  (ISC)²
  
  AWS
  
  CertNexus
  
  Chef
  
  Cisco
  
  CompTIA
  
  Cyber Phoenix
  
  EC-Council
  
  FITSI
  
  ISACA
  
  ITIL
  
  Leadership and Management
  
  Microsoft
  
  Phoenix TS
  
  Project Management Institute (PMI)
  
  Python
  
  Red Hat Linux
  
  Scrum Alliance
  
  VMware
  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
- 10/25/2021 - 10/29/2021
  
  CSSLP Certification Training
  
  10/25/2021 - 10/29/2021
  
  Security+ Certification Training
  
  10/25/2021 - 10/29/2021
  
  CND - Certified Network Defender
  
  10/25/2021 - 10/29/2021
  
  CISSP Certification Training
  
  10/25/2021 - 10/26/2021
  
  Technical Writing Training
  
  10/25/2021 - 10/29/2021
  
  PMP (Project Management Professional)
  
  10/25/2021 - 10/29/2021
  
  PMP (Project Management Professional)
  
  10/25/2021 - 10/29/2021
  
  CASP+ Certification Training
  
  10/25/2021 - 10/29/2021
  
  Security+ Certification Training
  
  10/26/2021 - 10/26/2021
  
  Time Management Training
  
  10/26/2021 - 10/26/2021
  
  AWS Technical Essentials Training
  
  10/27/2021 - 10/27/2021
  
  Fundamentals of Writing Training
  
  10/27/2021 - 10/29/2021
  
  Architecting on AWS Training
  
  10/28/2021 - 10/28/2021
  
  Delegation Training
  
  11/1/2021 - 11/5/2021
  
  CISSP Certification Training
- 10/25/2021 - 10/29/2021
  
  CSSLP Certification Training
  
  10/25/2021 - 10/29/2021
  
  Security+ Certification Training
  
  10/25/2021 - 10/29/2021
  
  CND - Certified Network Defender
  
  10/25/2021 - 10/29/2021
  
  CISSP Certification Training
  
  10/25/2021 - 10/26/2021
  
  Technical Writing Training
  
  10/25/2021 - 10/29/2021
  
  PMP (Project Management Professional)
  
  10/25/2021 - 10/29/2021
  
  PMP (Project Management Professional)
  
  10/25/2021 - 10/29/2021
  
  CASP+ Certification Training
  
  10/25/2021 - 10/29/2021
  
  Security+ Certification Training
  
  10/26/2021 - 10/26/2021
  
  Time Management Training
  
  10/26/2021 - 10/26/2021
  
  AWS Technical Essentials Training
  
  10/27/2021 - 10/27/2021
  
  Fundamentals of Writing Training
  
  10/27/2021 - 10/29/2021
  
  Architecting on AWS Training
  
  10/28/2021 - 10/28/2021
  
  Delegation Training
  
  11/1/2021 - 11/5/2021
  
  CISSP 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
Certifications
Training Solutions
About
- Who We Are
- Work With Us
- Partners
- Blog
- Awards
Free Stuff

Contact
Log in
0 items

×

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
- Metrics and measurement
- Return on investment

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?*
- Metric hierarchies that are a good fit for circumstances and organizational culture
- People-centric metric hierarchies
- The most advanced metric hierarchy
- The simplest metric hierarchy

Which of the following is an example of good communication?*
- Slow restoration of service
- Speeding up the delivery of new services
- The "black hole" syndrome
- 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?*
- There is no single method of communication
- Verbal handshake
- 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?*
- Fear of the unknown
- Change fatigue
- Fear of additional work
- Lack of reward for change

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

What is the name given to a database or structured document used to record and manage improvement opportunities throughout their lifecycle?*
- Benchmarking Record
- Vision and Governance
- Backlog Register
- CSI 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?*
- Observe directly
- Focus on value
- Design for experience
- Start where you are

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

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