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. Detail the Process Manager's responsibilities






2. What are the objectives of the Change Management Process?

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3. What are the objectives of Incident Management?






4. What processes interfaces with Problem Management?






5. Describe the Availability Management process.






6. What are the components of value?






7. How do you categorize an incident?






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






9. What is Information?






10. What is technical management?






11. ITIL






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






13. What is the Snapshot?






14. What is a Function?






15. What is a major incident?






16. What are the technical management groups?






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






18. What is the scope of Service Operation??






19. What is the purpose of Service Strategy?

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20. What is an IT Service?






21. Internal Service Provider






22. What are two levels of availability?






23. What is the business value of Service Operation?






24. What is an Event?






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






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






27. Describe the Capacity Management process.






28. What are the objectives of Access Management?






29. Describe Time Scales of Incident Management

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30. What is the definition of Service Improvement Plan?






31. What is the Business Value of Service Design?






32. Who are the Key Stakeholders?






33. What does the service desk do??






34. What is Wisdom?






35. What is the purpose of Incident Management?






36. What is Value?

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37. ROI






38. What processes does Financial Management include?






39. What is the scope of the Service Level Management process?






40. What topics are covered in Service Strategy?






41. What is a Service?






42. What is the configuration baseline?






43. Define Patterns of Business Activity (PBA)?






44. TCO






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






46. What communication is part of Service Operation?






47. What are the three types of services?






48. What are the objectives of the Release & Deployment Management process?






49. What is Service Assets?






50. What is Remediation Planning?