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
  
  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
- 08/2/2021 - 08/6/2021
  
  CISSP Certification Training
  
  08/2/2021 - 08/6/2021
  
  CySA+ Certification Training
  
  08/2/2021 - 08/6/2021
  
  Basic Network Analysis 101
  
  08/2/2021 - 08/6/2021
  
  PMP (Project Management Professional)
  
  08/2/2021 - 08/6/2021
  
  CISM Certification Training
  
  08/2/2021 - 08/4/2021
  
  Introduction to Cyber Security for Practitioners Training
  
  08/2/2021 - 08/6/2021
  
  Network+ Certification Training
  
  08/3/2021 - 08/5/2021
  
  ITIL® Lifecycle - Service Transition (ST) Certification Training
  
  08/3/2021 - 08/3/2021
  
  Performance Management Training
  
  08/5/2021 - 08/6/2021
  
  Cloud Essentials+ Certification Training
  
  08/5/2021 - 08/5/2021
  
  Communication Strategies Training
  
  08/9/2021 - 08/13/2021
  
  CISSP-ISSMP Certification Training
  
  08/9/2021 - 08/13/2021
  
  CISSP-ISSMP Certification Training
  
  08/9/2021 - 08/13/2021
  
  ITIL® Capability - Release, Control & Validation (RCV) Certification Training
  
  08/9/2021 - 08/20/2021
  
  MCSA: Windows Server 2012 Boot Camp
- 08/2/2021 - 08/6/2021
  
  CISSP Certification Training
  
  08/2/2021 - 08/6/2021
  
  CySA+ Certification Training
  
  08/2/2021 - 08/6/2021
  
  Basic Network Analysis 101
  
  08/2/2021 - 08/6/2021
  
  PMP (Project Management Professional)
  
  08/2/2021 - 08/6/2021
  
  CISM Certification Training
  
  08/2/2021 - 08/4/2021
  
  Introduction to Cyber Security for Practitioners Training
  
  08/2/2021 - 08/6/2021
  
  Network+ Certification Training
  
  08/3/2021 - 08/5/2021
  
  ITIL® Lifecycle - Service Transition (ST) Certification Training
  
  08/3/2021 - 08/3/2021
  
  Performance Management Training
  
  08/5/2021 - 08/6/2021
  
  Cloud Essentials+ Certification Training
  
  08/5/2021 - 08/5/2021
  
  Communication Strategies Training
  
  08/9/2021 - 08/13/2021
  
  CISSP-ISSMP Certification Training
  
  08/9/2021 - 08/10/2021
  
  Pre-Retirement Planning Training
  
  08/9/2021 - 08/13/2021
  
  Network+ Certification Training
  
  08/9/2021 - 08/13/2021
  
  Basic Network Analysis 102
- 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
- Return on investment
- Metrics and measurement

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

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?*
- There is no single method of communication
- The message is in the medium
- Verbal handshake
- We are all communicating all the time

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

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

What is the name given to a database or structured document used to record and manage improvement opportunities throughout their lifecycle?*
- CSI Register
- Vision and Governance
- Benchmarking Record
- 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
- Observe directly
- 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 provider
- Each stakeholder
- Service manager
- 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