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. Describe the Capacity Management process.






2. IT Ops and Application Management are involved in _____________________






3. What are some Service Level Management Activities?






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






5. What is a Config Item (CI)?






6. What is technical management?






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






8. What is a Service Pipeline?






9. What is Utilitiy?


10. What is the scope of Request Fulfillment?






11. What processes does Financial Management include?






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






13. What is the CSI register?






14. What is the scope of Service Transition?






15. What is the purpose of Continual Service Improvement?






16. CI






17. Describe the Service Catalogue Management process.






18. What are Change Management Activities?






19. ICT






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






21. What is the relationship between Incidents and Problems?






22. What activities support Continual Service Improvement?






23. What are two availability management activities?






24. When is the Service Design Package created or edited?






25. What should an incident model include??






26. What is the RACI matrix?






27. Facilities Management






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






29. What is the Business Value of Service Strategy?






30. Technical and Application Management are involved in ___________________


31. What is an Event?






32. What are the objectives of the Release & Deployment Management process?






33. CSF






34. What influences the expected service?






35. What is Service Assets?






36. SLM






37. What is the Snapshot?






38. CAM






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






40. What are the phases of Release & Deployment?






41. What is the business value of the service desk?






42. RACI






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






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






45. BIA






46. What are the activities associated with Problem Management?






47. What topics are covered in Service Strategy?






48. What is the Service Owner's responsibility?






49. What are the two types of customers?






50. What is a basline measurement?