Test your basic knowledge |

  • 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 to obvious but it re-enforces your understanding as you take the test each time.
1. What should Major Problem Review focus on?

2. What does a Release Policy include?

3. What is the Snapshot?

4. What interfacing processes are associated with Incident Management??

5. What are the phases of the ITIL Service Lifecycle?

6. What is the purpose of Service Transition?

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

8. What is the scope of the Service Level Management process?

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

10. Describe the Availability Management process.

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

12. What are CSF's?

13. How is the Service Design Package used?

14. Where is a role defined?

15. What should an incident model include??

16. What is risk?

17. What is the purpose of Service Strategy?

18. What is the purpose of the supplier management process?

19. What is the CSI register?

20. What is the business value of Continual Service Improvement?

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

22. What are the processes related to Service Design?

23. External Service Provider

24. What is the purpose of Service Design??

25. ROI

26. What does the service desk do??

27. What are three types of events?

28. What is a Service?

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

30. What are two levels of availability?

31. What is a Process?

32. What is a basline measurement?

33. Describe the Capacity Management process.

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

35. What is the scope of Request Fulfillment?

36. Describe the Supplier Management process.

37. What is Change Advisory Board (CAB)?

38. What are the objectives of the Service Asset & Config Management (SACM) process??

39. What is the Known Error Database (KEDB)?

40. What are the Service Strategy processes and functions?

41. CI

42. What is a Role?

43. What is the Business Value of Service Design?

44. What is the purpose of the even steps to improvement?

45. What is the Service Level Agreement?

46. SPOC

47. DIKW

48. What is the purpose of Service Portfolio Management?

49. What are the three types of Service Providers??

50. What is a Problem Model??