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ITIL Practitioner Assessment
Take this free ITIL Practitioner quiz to keep your ITSM career moving!
Step 1 of 11
Which of the following are put into place in ITSM to validate, direct, justify, or intervene?
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?
Which of the following is the best way to choose metric hierarchies?
Metric hierarchies that are a good fit for circumstances and organizational culture
The most advanced metric hierarchy
People-centric metric hierarchies
The simplest metric hierarchy
Which of the following is an example of good communication?
The "black hole" syndrome
Slow restoration of service
Inability to improve services
Speeding up the delivery of new 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
The message is in the medium
We are all communicating all the time
Which of the following is the biggest reason that people resist change?
Fear of additional work
Fear of the unknown
Lack of reward for change
Which of the following describes the best way to help people transition through change?
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?
Vision and Governance
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
Understanding the desired outcome is an important component to service. Who is the expert on what success looks like?
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