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 the scope of Problem Management?






2. Who are the Key Stakeholders?






3. What is the purpose of Service Design??






4. ITIL






5. What drives service design?






6. What is Value?

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7. What are the objectives of Access Management?






8. What is the scope of Event Management?

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9. What are the Incident Management activities??






10. What are the activities associated with Problem Management?






11. What is the purpose of the Information Security Management (ISM) process?

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12. What is the Service Level Agreement?






13. What are the the 4 P's in Service Design?






14. What are two kinds of IT Services?






15. Facilities Management






16. What are examples of Config Items?






17. VOI






18. What is a basline measurement?






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






20. What are the objectives of Application Management?

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21. TCO






22. What is IT Service Management?






23. What is Change?






24. What are the Capacity Sun- Processes?






25. What is the objective of Service Strategy






26. What is the purpose of Application Management?






27. What is the definition of a Service Review?






28. What is governance and what does it do?

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29. RFC






30. What is Warranty?






31. What is a Service Portfolio?






32. What is the purpose of the Release & Deployment Management process?






33. What is the role of technical management?






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






35. DIKW






36. What is the scope of Request Fulfillment?






37. What are the five Service Operation processes?






38. What is the scope of change?






39. What is the scope of the Service Asset & Config Management (SACM) process?






40. What is the RACI matrix?






41. SLM






42. What is the purpose of ITIL Complementatry Guidance?






43. Describe the IT Service Continuity Management process.






44. What are the 4 P's in Service Design used for?






45. What are KPI's?






46. What are the 4 levels of service provision expectations?

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47. What are the objectives of the seven steps to improvement?






48. What processes interfaces with Problem Management?






49. What is a Service Request?






50. What are the objectives of Problem Management?