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ITIL Practitioner Assessment
Take this free ITIL Practitioner quiz to keep your ITSM career moving!
ITIL Practitioner
Step 1 of 11
9%
Which of the following are put into place in ITSM to validate, direct, justify, or intervene?
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Return on investment
Service development lifecycle
Communication
Metrics and measurement
Which of the following is NOT one of the different types of metrics used in ITIL?
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Efficiency
Milestones
Compliance
Progress
Which of the following is the best way to choose metric hierarchies?
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The simplest metric hierarchy
Metric hierarchies that are a good fit for circumstances and organizational culture
The most advanced metric hierarchy
People-centric metric hierarchies
Which of the following is an example of good communication?
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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?
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Verbal handshake
We are all communicating all the time
The message is in the medium
There is no single method of communication
Which of the following is the biggest reason that people resist change?
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Change fatigue
Fear of the unknown
Fear of additional work
Lack of reward for change
Which of the following describes the best way to help people transition through change?
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Compensation
Strict supervision
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?
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CSI Register
Vision and Governance
Backlog Register
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?
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Design for experience
Focus on value
Observe directly
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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Service manager
Service provider
Each stakeholder
Customer
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