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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?*
- Service development lifecycle
- Return on investment
- Metrics and measurement
- Communication

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

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

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

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

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

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

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