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  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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 Config Item (CI)?

2. What are the five aspects of Service Design?

3. What is Change?

4. VOI


6. What is a Capability?

7. What is the scope of change?

8. What is the Capacity Plan?

9. What are the objectives of the Transition Planning & Support process?

10. What is an Event?

11. What is the purpose of Access Management?

12. What is the Information Security Policy?

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

14. Who are the Key Stakeholders?

15. What is a Function?

16. What are the design constraints for a service?

17. What is the purpose of Event Management?

18. A workload profile is also referred to as?

19. Who owns an incident?

20. What is the RACI matrix?

21. What is the CSI register?

22. What is the purpose of Service Design??

23. KPI

24. What processes does Financial Management include?

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

26. What does the service desk do??

27. What is the Deming Cycle?

28. External Service Provider

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

30. DML

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

32. What are the objectives of the Capacity Management process?

33. What are the two views of the Service Catalogue?

34. Resources are _____

35. What are the objectives of Continual Service Improvement??

36. What are the processes related to Service Design?

37. What are CSF's?


39. What are four Service Level Agreement Frameworks??

40. ITIL

41. What is the scope of Problem Management?

42. What influences the expected service?

43. What cycles are associated with budgeting - accounting - charging?

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

45. What is Request for Change (RFC)?

46. PBA

47. What does a Service Strategy define??

48. A capability is an _________________

49. What is an incident?

50. What is Remediation Planning?