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 Service Request?






2. What is the definition of a Service Review?






3. What are the objectives of the Knowledge Management process??






4. VBF






5. What activities support Continual Service Improvement?






6. What is an IT Service?






7. What is the definition of a Service Level Agreement Monitoring Chart?






8. What are the objectives of the service desk??






9. Where is a role defined?






10. What are the activities associated with Problem Management?






11. What should Major Problem Review focus on?






12. What is a Problem Model??






13. What is Change?






14. What are the components of the ITIL framework?






15. What is the Service Owner's responsibility?






16. What is a Function?






17. BCP






18. What is an incident?






19. What is the Process Manager's responsibility?






20. How do you escalate an incident?






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






22. When do you conduct a major problem review?






23. What is a known error?






24. What is the scope of Service Operation??






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






26. What is the Configuration Management System (CMS)?

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27. What are the objectives of IT Operations Management?






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






29. Who should the Information Security Policy be communicated to?






30. What are two kinds of IT Services?






31. CAM






32. What is Information?






33. What processes does Financial Management include?






34. VOI






35. When is the Service Design Package created or edited?






36. What is the Definitive Media Library?

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37. What is the scope of Availability Management process?






38. What are two levels of availability?






39. Why do organizations use ITIL?






40. Detail the Process Manager's responsibilities






41. What is the business value of Service Transition?






42. Technical and Application Management are involved in ___________________

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43. What is Wisdom?






44. What are the objectives of Event Management?






45. What is Warranty?






46. What are Change Management Activities?






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






48. What do Change Models have?






49. TCO






50. What is the scope of change?







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