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 is a Change Proposal?






2. What topics are covered in Service Strategy?






3. What is a known error?






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






5. What is a Service Portfolio?






6. What are the objectives of technical management?

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7. What is the scope of the Capacity Management process?






8. What is a Business Continuity Plan?






9. What characteristics does a process have?






10. What is the purpose of the Knowledge Management process?






11. What is Vital Business Functions?






12. Volume/Phase 3: Service Transition - What is it?






13. What are the four Service Operation functions?






14. What are the ISM concepts?






15. What is Request for Change (RFC)?






16. BIA






17. What are the two types of customers?






18. What is an Alert?






19. Resources are _____






20. What are the three types of services?






21. What does the service desk do??






22. What is an Outcome?






23. What are CSF's?






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






25. PBA






26. What are the five aspects of Service Design?






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






28. DIKW






29. Why is ITIL successful?






30. Describe the Availability Management process.






31. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?






32. IT Ops and Application Management are involved in _____________________






33. What are the objectives of Service Operation?






34. How is the Service Design Package used?






35. What is a Function?






36. What are the components of value?






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






38. UC






39. What is a Role?






40. CAM






41. What are the three Service Design Agreements?

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42. Detail the Service Owner's repsonsibility.






43. What are the objectives of the Service Design phase?






44. What are the objectives of Access Management?






45. What is Warranty?






46. What are the technical management groups?






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






48. What is governance and what does it do?

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49. What is the scope of the Release & Deployment Management process?






50. CSI