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 Service Transition processes primarily support the Service Transition phase?






2. External Service Provider






3. What is the scope of the Service Design phase?






4. What are the three Service Design Agreements?

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






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






7. What is the purpose of ITIL Core Publications?






8. What is the Snapshot?






9. What is the purpose of Service Portfolio Management?






10. What are Retired Services?






11. What are four Service Level Agreement Frameworks??






12. What is a major incident?






13. What is the purpose of Application Management?






14. Define Patterns of Business Activity (PBA)?






15. Why do organizations use ITIL?






16. What is a Role?






17. What is an Outcome?






18. What is the content of a Business Case?






19. ICT






20. What are the objectives of Access Management?






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






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






23. What is the objective of Service Strategy






24. What is an Event?






25. CAM






26. What are the Service Strategy processes and functions?






27. What are the objectives of Incident Management?






28. What is the relationship between Incidents and Problems?






29. What are the seven steps to improvement?






30. CI






31. What is the scope of Availability Management process?






32. What are the components of IT Operations Management?






33. Shared Services Unit






34. What are the design constraints for a service?






35. CAB






36. What topics are covered in Service Strategy?






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

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38. What is the business value of Service Transition?






39. What is ITIL?






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

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41. SLM






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






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






44. What is the Service Owner's responsibility?






45. What is Utilitiy?

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46. What are the five Service Operation processes?






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

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48. Technical and Application Management are involved in ___________________

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49. Describe the Information Security Management process.






50. What are the supplier categories??