Test your basic knowledge |

Instructions:
  • Answer 50 questions in 15 minutes.
  • If you are not ready to take this test, you can study here.
  • Match each statement with the correct term.
  • Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. What is Value?

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2. What are the Capacity Sun- Processes?






3. What are the objectives of technical management?

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4. What does a Service Strategy define??






5. What are KPI's?






6. OLA






7. What is a Process?






8. CI






9. What is the purpose of the IT Service Continuity Management (ITSCM) process?






10. ITIL






11. SLM






12. Resources are _____






13. What is a Service Pipeline?






14. What is the scope of the Release & Deployment Management process?






15. SKMS






16. Detail the Service Owner's repsonsibility.






17. Describe Time Scales of Incident Management

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18. What is the scope of Event Management?

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19. What is the definition of a Service Review?






20. What are the three Service Design Agreements?

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21. What interfacing processes are associated with Incident Management??






22. What does the service desk do??






23. What is a Service Catalogue?






24. What is the Snapshot?






25. What is the purpose of Request Fulfillment?

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26. Where is a role defined?






27. What is a Role?






28. What is Warranty?






29. How is the Service Design Package used?






30. Describe the Service Level Management process.






31. What is Knowledge?






32. What activities support Continual Service Improvement?






33. What is the Service Knowledge Management System (SKMS)?






34. External Service Provider






35. What is the purpose of the supplier management process?






36. What is the purpose of Availability Management process?






37. Describe the Capacity Management process.






38. What are the objectives of Service Transition?






39. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?






40. What are the phases of the ITIL Service Lifecycle?






41. What are Change Management Activities?






42. What are the options of organizational structures of a service desk?






43. What are the five aspects of Service Design?






44. What is Vital Business Functions?






45. What is the purpose of ITIL Core Publications?






46. CSI






47. What are the Service Strategy processes and functions?






48. What is the Business Value of Service Strategy?






49. CMS






50. What are examples of Config Items?