Courses
- Brand
  
  (ISC)²
  
  AWS
  
  CertNexus
  
  Chef
  
  Cisco
  
  CompTIA
  
  CyberPhoenix
  
  EC-Council
  
  FITSI
  
  ISACA
  
  ITIL
  
  Microsoft
  
  Phoenix TS
  
  Project Management Institute (PMI)
  
  Red Hat Linux
  
  Scrum Alliance
  Topic
  
  Agile
  
  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
- 09/29/2020 - 09/29/2020
  
  AWS Technical Essentials Training
  
  09/29/2020 - 09/30/2020
  
  Emotionally Intelligent Leadership Training
  
  09/29/2020 - 10/1/2020
  
  ITIL® 4 Foundation Certification Training
  
  10/5/2020 - 10/9/2020
  
  A+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  CASP+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  CySA+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  Linux+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  Project Management Professional PMP®Certification Training Online
  
  10/5/2020 - 10/5/2020
  
  Customer Service Training
  
  10/5/2020 - 10/6/2020
  
  Introduction to Project Management
  
  10/5/2020 - 10/5/2020
  
  Change Management Training
  
  10/5/2020 - 10/6/2020
  
  Entrepreneurship Training
  
  10/5/2020 - 10/9/2020
  
  CISSP-ISSAP Certification Training
  
  10/5/2020 - 10/9/2020
  
  Red Hat System Administration I (RH124) Training
  
  10/5/2020 - 10/9/2020
  
  Red Hat System Administration II (RH134) Training
- 09/29/2020 - 09/29/2020
  
  AWS Technical Essentials Training
  
  09/29/2020 - 09/30/2020
  
  Emotionally Intelligent Leadership Training
  
  09/29/2020 - 10/1/2020
  
  ITIL® 4 Foundation Certification Training
  
  10/5/2020 - 10/9/2020
  
  CySA+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  Security+ Certification Training
  
  10/5/2020 - 10/8/2020
  
  Project Management for the IT Professionals Training
  
  10/5/2020 - 10/9/2020
  
  CySA+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  Network+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  Cloud+ Certification Training
  
  10/5/2020 - 10/9/2020
  
  CHFI Certification Training
  
  10/5/2020 - 10/9/2020
  
  CISSP Certification Training
  
  10/5/2020 - 10/8/2020
  
  Security in an IPv6 Environment
  
  10/5/2020 - 10/9/2020
  
  CLACCM Implementing Cisco Advanced Call Control and Mobility Services
  
  10/5/2020 - 10/9/2020
  
  CySA+ Certification Training
  
  10/6/2020 - 10/9/2020
  
  DCMDS v3.1 Configuring Cisco MDS 9000 Series Switches
- 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
Training Solutions
About
Free Stuff
- FREE Learning Resources
- Refer A Friend Get $100

Contact
Log in

×

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
- Metrics and measurement
- Service development lifecycle
- Return on investment

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

Which of the following is the best way to choose metric hierarchies?*
- The simplest metric hierarchy
- The most advanced metric hierarchy
- People-centric metric hierarchies
- Metric hierarchies that are a good fit for circumstances and organizational culture

Which of the following is an example of good communication?*
- Slow restoration of service
- The "black hole" syndrome
- 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?*
- Verbal handshake
- The message is in the medium
- We are all communicating all the time
- There is no single method of communication

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

Which of the following describes the best way to help people transition through change?*
- Strict supervision
- Compensation
- Comprehensive documentation
- 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?*
- Backlog Register
- CSI 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?*
- Focus on value
- Observe directly
- Start where you are
- Design for experience

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

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