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. External Service Provider






2. What is the purpose of Incident Management?






3. ITSM






4. What are the objectives of Request Fulfillment?






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






6. What is the purpose of Service Catalogue Management?






7. Internal Service Provider






8. What is the scope of change?






9. What are two levels of availability?






10. What are the supplier categories??






11. What are the seven steps to improvement?






12. What are the layers of the Configuration Management System (CMS)?






13. When do you conduct a major problem review?






14. BIA






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






16. What is the purpose of ITIL Complementatry Guidance?






17. What is a Process?






18. Facilities Management






19. What are the objectives of Service Transition?






20. What is the purpose of the Release & Deployment Management process?






21. What is Vital Business Functions?






22. What is the Business Value of Service Design?






23. How is the Service Design Package used?






24. CSF






25. VBF






26. Detail the Process Owner's responsibilities






27. Describe the Capacity Management process.






28. What is an Event?






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






30. Why is ITIL successful?






31. What is Data?






32. Technical and Application Management are involved in ___________________






33. What is Wisdom?






34. What is the purpose of Service Strategy?






35. What is Information?






36. What are the Change Types?






37. What does process definitions describe??






38. What are the phases of Release & Deployment?






39. ICT






40. How do you prioritize an incident?






41. What are Change Management Activities?






42. What are the five Service Operation processes?






43. What is the purpose of Business Relationship Management??






44. What are the basic concepts of Access Management?






45. Volume/Phase 4: Service Operation - What is it?






46. What are the the 4 P's in Service Design?






47. DIKW






48. What is the scope of Availability Management process?






49. What is a major incident?






50. What is ITIL?