Test your basic knowledge |

  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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 Portfolio?

2. What is a basline measurement?

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

4. What are the objectives of Application Management?

5. What is the scope of change?

6. What is the Business Value of Service Strategy?

7. ROI

8. What characteristics does a process have?

9. What is the Service Design phase?

10. What are the three types of services?

11. What are the two types of Service Catalogues?

12. What are the layers of the Configuration Management System (CMS)?

13. RACI

14. What is Change?

15. IT Ops and Application Management are involved in _____________________

16. What are the two types of customers?

17. What is the scope of Event Management?

18. SLM

19. What is a Process?

20. What is the purpose of Incident Management?


22. Where is a role defined?

23. What is a Service Pipeline?

24. What is the purpose of Business Impact Analysis (BISA?

25. When do you conduct a major problem review?

26. BIA

27. What is Business Value?

28. Describe the Availability Management process.

29. What are two levels of availability?

30. What are the ITSCM process activities??

31. What are three types of events?

32. What are two availability management activities?

33. What is Data?

34. What is the CSI approach?

35. Describe the Supplier Management process.

36. ICT

37. What are the processes related to Service Design?

38. What is a benefit of a RACI matrix?

39. ITSM

40. What is the scope of Problem Management?

41. What is the scope of Availability Management process?

42. What are the objectives of Event Management?

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

44. What is the RACI matrix?

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

46. Describe the Information Security Management process.

47. What is the Organization Level Agreement?

48. What is the purpose of Service Operation?

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

50. What is the business value of Service Operation?