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. SPOC






2. What is the CSI register?






3. Detail the Process Manager's responsibilities






4. What are two availability management activities?






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






6. What is a Business Continuity Plan?






7. What is the purpose of Availability Management process?






8. What is the purpose of ITIL Core Publications?






9. What are the objectives of Problem Management?






10. SLM






11. What is the purpose of Service Catalogue Management?






12. What is risk?






13. What is an Outcome?






14. What is an Alert?






15. What is Data?






16. What is the purpose of Access Management?






17. What is a workaround?






18. What is the definition of Service Level Requirements?






19. How is the Service Design Package used?






20. What is Utilitiy?

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21. What actvities does Business Relationship Management Activities refer to?






22. What is a Function?






23. What are four Service Level Agreement Frameworks??






24. What are the objectives of Application Management?

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25. Who are the Key Stakeholders?






26. Define Patterns of Business Activity (PBA)?






27. What is the Deming Cycle?






28. What are the four Service Operation functions?






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






30. Describe the IT Service Continuity Management process.






31. IT Ops and Application Management are involved in _____________________






32. BIA






33. What is the purpose of Event Management?






34. What is a Process?






35. ECAB






36. What is Change Advisory Board (CAB)?






37. Describe the Capacity Management process.






38. What topics are covered in Service Strategy?






39. What levels are baselines established at?

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40. What is the scope of change?






41. What is Request for Change (RFC)?






42. CI






43. What is Utility?






44. What is the business value of the service desk?






45. What is the purpose of Change Management?






46. What are two kinds of IT Services?






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






48. What is the Business Value of Service Design?






49. DIKW






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