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 is a Business Continuity Plan?






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






3. TCO






4. What is the purpose of Service Transition?






5. What actvities does Business Relationship Management Activities refer to?






6. What are the processes related to Service Design?






7. What is Emergency Change Advisory Board (ECAB)?






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






9. What are the objectives of Access Management?






10. BCP






11. What is the scope of the Transition Planning & Support process?






12. What are four Service Level Agreement Frameworks??






13. What is the scope of the seven steps to improvement?






14. When do you conduct a major problem review?






15. CI






16. What is a Service Pipeline?






17. What types of metrics are there and what are they??

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18. What is a Process Owner's responsibility?






19. Internal Service Provider






20. What is a Config Item (CI)?






21. Describe the Capacity Management process.






22. What are three types of events?

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23. What are the Incident Management activities??






24. What processes are related to of Service Operation??






25. What is Remediation Planning?






26. What are the components of IT Operations Management?






27. What is a Service?






28. RFC






29. Why do organizations use ITIL?






30. Describe the Service Level Management process.






31. What is a Role?






32. What is an Outcome?






33. ITSM






34. What activities support Continual Service Improvement?






35. What should Major Problem Review focus on?






36. What are the two primary elements of value?






37. CAM






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






39. What is the Process Manager's responsibility?






40. What is an Alert?






41. SCMIS






42. What are the ISM concepts?






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






44. What are two levels of availability?






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






46. What is the purpose of Continual Service Improvement?






47. BCM






48. What is the purpose of Service Catalogue Management?






49. What is Service Management?






50. What is the definition of a Service Review?







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