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 types of metrics are there and what are they??

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2. What is Remediation Planning?






3. What is the purpose of Access Management?






4. What is the purpose of the Transition Planning & Support process?






5. What processes interfaces with Problem Management?






6. What levels are baselines established at?

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7. What is the purpose of Business Impact Analysis (BISA?






8. What are the two types of customers?






9. What is a basline measurement?






10. Resources are _____






11. What is the business value of Service Operation?






12. KPI






13. What is the CSI register?






14. What is the Known Error Database (KEDB)?






15. What is Warranty?






16. Who owns an incident?






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






18. What is Utility?






19. TCO






20. DIKW






21. What is the purpose of IT Operations Management?






22. What are the objectives of the Service Design phase?






23. What is availability?






24. OLA






25. What is the purpose of Problem Management?






26. What is an Alert?






27. What two processes is Problem Management made up of?






28. How can the impact of risk be measured?






29. What are the Capacity Sun- Processes?






30. What is the scope of Availability Management process?






31. Where is a role defined?






32. Define Patterns of Business Activity (PBA)?






33. What processes does Financial Management include?






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






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






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

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37. What are the objectives of the Capacity Management process?






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






39. What is the Deming Cycle?






40. What are the phases of Release & Deployment?






41. What is the relationship between Incidents and Problems?






42. What is a Process?






43. Name the characteristics of value






44. What Service Transition processes primarily support the Service Transition phase?






45. What is the purpose of Request Fulfillment?

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46. What is a Service Pipeline?






47. Detail the Process Owner's responsibilities






48. UC






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

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50. What characteristics does a process have?