Know How to Identify Assessment Objectives, Outputs, Requirements and Criteria (3.1.1.2, 3.1.3, 3.1.3.1, 3.1.4, Tab 3.2) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   A university is assessing its IT support services. The IT director wants to know if the support team is meeting service level targets. The student union wants to know if students are satisfied. Which objective best aligns with both stakeholder needs?

   • AAssess the average response time for support tickets.
   • BEvaluate the number of support tickets resolved per day.
   • CReview the budget allocated to IT support services.
   • DMeasure both the achievement of service level targets and student satisfaction with support.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   Which of the following best describes effective assessment criteria?

   • ABased on the personal preferences of the assessor
   • BIdentical for all types of assessments
   • CBroad and general to allow for flexibility
   • DSpecific and relevant to the assessment objectives
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4. 3foundation · easy

   Which of the following is an example of an assessment output?

   • AThe budget allocated for the assessment
   • BA report with findings and recommendations
   • CThe assessment objective statement
   • DThe assessment team's meeting schedule
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5. 4foundation · easy

   What is the purpose of assessment criteria in a continual improvement assessment?

   • ATo evaluate or judge the assessment results
   • BTo list the resources needed for the assessment
   • CTo define the steps of the assessment process
   • DTo document the assessment findings
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6. 5application · medium

   An e-commerce company is using continual improvement to reduce website checkout abandonment. The improvement team is defining the assessment. Which approach best applies the principles of continual improvement?

   • ADefine a measurable objective, then select criteria that directly reflect that objective.
   • BStart with the outputs and work backwards to define the objective.
   • CFocus on the resources available and adjust the objective accordingly.
   • DUse the same criteria as the previous improvement initiative to save time.
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