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. Shared Services Unit






2. What is the Service Design phase?






3. What are Change Management Activities?






4. What are the Capacity Sun- Processes?






5. A capability is an _________________






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






7. Name the characteristics of value






8. What is the scope of Service Strategy??

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9. What is the UC?






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






11. What is Warranty?






12. BCP






13. What are the Service Strategy processes and functions?






14. What is the scope of Access Management?






15. What is the role of technical management?






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






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






18. Describe Time Scales of Incident Management

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19. What is a major incident?






20. What are four Service Level Agreement Frameworks??






21. What is the Configuration Management System (CMS)?

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22. What is the definition of a Service Review?






23. What are the objectives of Service Operation?






24. PBA






25. What are two levels of availability?






26. What is ITIL?






27. Define Patterns of Business Activity (PBA)?






28. What does the service desk do??






29. BCM






30. What is a Business Continuity Plan?






31. What does a Service Strategy define??






32. What is Change Advisory Board (CAB)?






33. What are the five aspects of Service Design?






34. Detail the Process Manager's responsibilities






35. ECAB






36. What are the objectives of Application Management?

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37. What is the Service Owner's responsibility?






38. What is the purpose of Availability Management process?






39. What is the purpose of Incident Management?






40. What is the Service Knowledge Management System (SKMS)?






41. What processes does Financial Management include?






42. What is a Role?






43. What are the basic concepts of Access Management?






44. What are the five stages of the Service Lifecycle?






45. What is the purpose of the Service Asset & Config Management (SACM) process?






46. What is the purpose of the IT Service Continuity Management (ITSCM) process?






47. What are the five Service Operation processes?






48. CAB






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






50. What is a Service Pipeline?