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. ITIL






2. How do you categorize an incident?






3. RFC






4. What are the objectives of the Knowledge Management process??






5. What are four Service Level Agreement Frameworks??






6. What is Warranty?






7. What are the objectives of the service desk??






8. Facilities Management






9. What is a basline measurement?






10. What is a Problem Model??






11. What is the purpose of Service Transition?






12. Volume/Phase 3: Service Transition - What is it?






13. What is a Function?






14. What is an Alert?






15. What is the purpose of the Design Coordination process?






16. What is Business Value?






17. What is stored in the Service Knowledge Management System (SKMS)??

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18. What is a Business Case?






19. What is a major incident?






20. What is a Business Continuity Plan?






21. CMDB






22. What are the Capacity Sun- Processes?






23. When do you conduct a major problem review?






24. What are two levels of availability?






25. What is Utilitiy?

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26. Describe the IT Service Continuity Management process.






27. BIA






28. Shared Services Unit






29. ECAB






30. OLA






31. What are the objectives of Service Transition?






32. What is a Resource?






33. What does a Service Strategy define??






34. What is the purpose of ITIL Complementatry Guidance?






35. What is Service Management?






36. What is the scope of Availability Management process?






37. What is a Role?






38. What is a Service Catalogue?






39. What is Change Advisory Board (CAB)?






40. Why is automation of technology and architecture beneficial?






41. What should an incident model include??






42. What are the objectives of Problem Management?






43. What is an IT Service?






44. What is the purpose of Access Management?






45. What is the relationship between Incidents and Problems?






46. What are Retired Services?






47. What are Change Management Activities?






48. What are the objectives of Access Management?






49. What is Remediation Planning?






50. What is the scope of the Transition Planning & Support process?