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 an Outcome?






2. TCO






3. BCP






4. What are the components of the ITIL framework?






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






6. What are the objectives of the Service Design phase?






7. What are two levels of availability?






8. What is Change?






9. Describe the Design Coordination process.






10. BIA






11. Detail the Process Manager's responsibilities






12. What is a Role?






13. Who owns an incident?






14. What is a Capability?






15. What are the objectives of Event Management?






16. What does process definitions describe??






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






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






19. What processes does the Change Management process interface with?






20. What is the scope of Service Transition?






21. What are the three types of services?






22. Describe the Service Catalogue Management process.






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






24. IT Ops and Application Management are involved in _____________________






25. What is the purpose of Application Management?






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






27. What is the role of technical management?






28. What Service Transition processes primarily support the Service Transition phase?






29. Describe the Information Security Management process.






30. What characteristics does a process have?






31. What are the objectives of IT Operations Management?






32. What is the content of a Business Case?






33. What are the 4 levels of service provision expectations?






34. What is the RACI matrix?






35. What are the three Service Design Agreements?






36. What is a Problem Model??






37. What does a Release Policy include?






38. What are the components of IT Operations Management?






39. How do services facilitate outcomes?






40. What are the options of organizational structures of a service desk?






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






42. What is a Service Catalogue?






43. What is the objective of Service Strategy






44. What is a Process?






45. Technical and Application Management are involved in ___________________






46. What are the Capacity Sun- Processes?






47. SLA






48. What are the two primary elements of value?






49. What is the scope of Service Operation??






50. What are some Service Level Management Activities?