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 processes does the Change Management process interface with?






2. What communication is part of Service Operation?






3. What is the scope of Availability Management process?






4. What should Major Problem Review focus on?






5. What is a benefit of a RACI matrix?






6. What is Change?






7. Why is ITIL successful?






8. What is a Change Proposal?






9. PBA






10. What are KPI's?






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






12. CSF






13. What is a Process?






14. Internal Service Provider






15. What is the CSI register?






16. Describe the IT Service Continuity Management process.






17. What Service Transition processes support all lifecycle phases?






18. What drives service design?






19. Why do organizations use ITIL?






20. What are four Service Level Agreement Frameworks??






21. What are the objectives of technical management?

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22. Shared Services Unit






23. What are CSF's?






24. What levels are baselines established at?

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25. CI






26. What is the scope of Request Fulfillment?






27. What is the business value of Continual Service Improvement?






28. What are the three types of services?






29. What is Remediation Planning?






30. What is the purpose of Service Operation?






31. What processes does Financial Management include?






32. What cycles are associated with budgeting - accounting - charging?






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






34. What is the purpose of the even steps to improvement?






35. What is a Service Pipeline?






36. What is the Organization Level Agreement?






37. Define Patterns of Business Activity (PBA)?






38. What are the Service Operation Functions??






39. What is a Service Portfolio?






40. How do services facilitate outcomes?






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






42. What is Request for Change (RFC)?






43. What are two availability management activities?






44. What is the scope of Service Operation??






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






46. What is Warranty?






47. What is a Process?






48. What is the scope of Continual Service Improvement??






49. CSI






50. Who owns an incident?