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 the Service Knowledge Management System (SKMS)?






2. What is the purpose of ITIL Core Publications?






3. What are the Change Types?






4. A workload profile is also referred to as?






5. What is the UC?






6. What is Request for Change (RFC)?






7. What are the five stages of the Service Lifecycle?






8. Describe the Capacity Management process.






9. Describe the IT Service Continuity Management process.






10. What is the purpose of the supplier management process?






11. ICT






12. What influences the expected service?






13. It's part of the SKMS (service knowledge management system)






14. What are the objectives of technical management?

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

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16. What is a benefit of a RACI matrix?






17. SKMS






18. OLA






19. How do you escalate an incident?






20. What is the purpose of the Service Asset & Config Management (SACM) process?






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

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22. What are the 4 P's in Service Design used for?






23. What is a Problem Model??






24. What is the purpose of Service Portfolio Management?






25. DIKW






26. What is the Snapshot?






27. What interfacing processes are associated with Incident Management??






28. What are the two types of Service Catalogues?






29. What is the scope of Incident Management?






30. What is the Business Value of Service Design?






31. What is the purpose of ITIL Complementatry Guidance?






32. External Service Provider






33. What are the phases of the ITIL Service Lifecycle?






34. Who are the Key Stakeholders?






35. What is Knowledge?






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






37. SLM






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






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






40. What is the purpose of the Release & Deployment Management process?






41. What is an incident?






42. What does the service desk do??






43. What are four Service Level Agreement Frameworks??






44. Describe the Service Level Management process.






45. What are the three Service Design Agreements?

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






47. What is a Service Request?






48. How do services facilitate outcomes?






49. What are the objectives of Access Management?






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