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 are two availability management activities?






2. When do you conduct a major problem review?






3. What is the purpose of Service Catalogue Management?






4. What is the Service Design Package?






5. SLM






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






7. What are the objectives of the Transition Planning & Support process?






8. External Service Provider






9. What is the purpose of Service Design??






10. What is the Deming Cycle?






11. What are two levels of availability?






12. What Service Transition processes support all lifecycle phases?






13. What are the Change Types?






14. What is a Business Continuity Plan?






15. What is IT Service Management?






16. How is risk measured?






17. What is the role of technical management?






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






19. What are the Service Strategy processes and functions?






20. What is the UC?






21. Name the characteristics of value






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

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23. What are the three Service Design Agreements?

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24. Define Patterns of Business Activity (PBA)?






25. What is a Service Portfolio?






26. What is the CSI register?






27. How do you categorize an incident?






28. How do you prioritize an incident?






29. What is the purpose of the Knowledge Management process?






30. Volume/Phase 4: Service Operation - What is it?






31. What is the Service Level Agreement?






32. What are the three types of Service Providers??






33. Why is ITIL successful?






34. Why is automation of technology and architecture beneficial?






35. What characteristics does a process have?






36. What is the Service Design phase?






37. What is a workaround?






38. CI






39. What are the components of IT Operations Management?






40. What are CSF's?






41. What are the two types of customers?






42. What is the purpose of Access Management?






43. What topics are covered in Service Strategy?






44. Describe the Capacity Management process.






45. What is Change Advisory Board (CAB)?






46. Detail the Process Owner's responsibilities






47. What is a problem?






48. What is the scope of the Service Level Management process?






49. What is the definition of a Service Level Agreement Monitoring Chart?






50. What are the objectives of Event Management?