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 two processes is Problem Management made up of?






2. How do you escalate an incident?






3. OLA






4. What is the Organization Level Agreement?






5. What is Knowledge?






6. What is technical management?






7. What is the scope of the Service Asset & Config Management (SACM) process?






8. What processes interfaces with Problem Management?






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






10. ICT






11. What is an Outcome?






12. What are two levels of availability?






13. What are the design constraints for a service?






14. What is Business Value?






15. What are the Service Operation Functions??






16. What are the objectives of the service desk??






17. What is the RACI matrix?






18. What is the purpose of Access Management?






19. What is Change?






20. What is Information?






21. What communication is part of Service Operation?






22. What is the purpose of the Design Coordination process?






23. What is the role of Application Management?






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






25. What is the purpose of ITIL Complementatry Guidance?






26. What is the scope of Request Fulfillment?






27. Describe Time Scales of Incident Management

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28. What are the basic concepts of Access Management?






29. What is the Process Practitioner's responsibility?






30. ITSM






31. What is the purpose of the Capacity Management process?






32. CSF






33. What are the objectives of the Service Level Management process?






34. What is the purpose of Event Management?






35. What is the purpose of Service Operation?






36. What are Change Management Activities?






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






38. Why is ITIL successful?






39. What is stored in the Service Knowledge Management System (SKMS)??

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40. What is Value?

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41. What is a Process?






42. Detail the Service Owner's repsonsibility.






43. Shared Services Unit






44. What is Warranty?






45. External Service Provider






46. Describe the Information Security Management process.






47. What is a benefit of a RACI matrix?






48. How do you categorize an incident?






49. Describe the Availability Management process.






50. BCP