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 are the objectives of the Transition Planning & Support process?






2. What does a Release Policy include?






3. What is a Business Continuity Plan?






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






5. What is a Service Pipeline?






6. What is the scope of the seven steps to improvement?






7. What is Remediation Planning?






8. PBA






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






10. Internal Service Provider






11. What is Request for Change (RFC)?






12. SLM






13. What is Utility?






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

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15. CAM






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






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






18. What are the four Service Operation functions?






19. What is the purpose of the Design Coordination process?






20. What is the purpose of Request Fulfillment?

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






22. Resources are _____






23. What is a Role?






24. What is the UC?






25. What is the scope of Service Operation??






26. What is the scope of Event Management?

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27. What are the Service Strategy processes and functions?






28. How do you prioritize an incident?






29. What are CSF's?






30. What are the Change Types?






31. SACM






32. What is a Change Proposal?






33. What are the objectives of the Change Management Process?

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34. What is an Event?






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






36. What is technical management?






37. What are the objectives of Event Management?






38. What is availability?






39. What is governance and what does it do?

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






41. What are the phases of Release & Deployment?






42. What is the RACI matrix?






43. What is a Function?






44. What are the components of the ITIL framework?






45. DML






46. Detail the Service Owner's repsonsibility.






47. What is Business Value?






48. What are Retired Services?






49. What are the Capacity Sun- Processes?






50. What is the definition of a Service Review?