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 the 4 levels of service provision expectations?

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2. IT Ops and Application Management are involved in _____________________






3. What are the objectives of technical management?

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






5. What are the Service Strategy processes and functions?






6. What is the Process Practitioner's responsibility?






7. What should an incident model include??






8. What is risk?






9. What are some Service Level Management Activities?






10. ITSM






11. What are the two primary elements of value?






12. Describe the Supplier Management process.






13. What is a Service Pipeline?






14. DML






15. What are the two types of customers?






16. What should Major Problem Review focus on?






17. What is the purpose of Application Management?






18. Detail the Service Owner's repsonsibility.






19. What are Change Management Activities?






20. What is a basline measurement?






21. What is a Config Item (CI)?






22. What is the purpose of Business Relationship Management??






23. What is the scope of the Capacity Management process?






24. What does process definitions describe??






25. What is an Alert?






26. SKMS






27. Describe the Capacity Management process.






28. What is the scope of Service Operation??






29. What is an incident?






30. It's part of the SKMS (service knowledge management system)






31. What is a Process?






32. What is a Service Catalogue?






33. What is the Service Design phase?






34. What are the objectives of Request Fulfillment?






35. What are three types of events?

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36. What is the business value of the service desk?






37. What is the purpose of Change Management?






38. UC






39. What are the objectives of Service Transition?






40. What are the ISM concepts?






41. What are the objectives of the Change Management Process?

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

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43. What is a Business Case?






44. VOI






45. How do you categorize an incident?






46. RFC






47. What are the objectives of the Service Asset & Config Management (SACM) process??

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48. What is the purpose of Access Management?






49. What is the scope of the Knowledge Management process?






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