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 are the objectives of the Service Level Management process?






2. What is Emergency Change Advisory Board (ECAB)?






3. What is the Business Value of Service Design?






4. What is the purpose of IT Operations Management?






5. What characteristics does a process have?






6. What is a Function?






7. What are the objectives of Availability Management process?






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






9. What are the objectives of the Capacity Management process?






10. Facilities Management






11. Why is automation of technology and architecture beneficial?






12. Detail the Process Owner's responsibilities






13. RACI






14. What are Retired Services?






15. BCP






16. What is the CSI register?






17. What are the ISM concepts?






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






19. What is the Process Practitioner's responsibility?






20. What are the objectives of Service Transition?






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






22. What is the configuration baseline?






23. What are some Service Level Management Activities?






24. What is the purpose of Change Management?






25. What are three types of events?






26. What is the business value of Continual Service Improvement?






27. What is the purpose of Service Portfolio Management?






28. What are the Capacity Sun- Processes?






29. What are the two views of the Service Catalogue?






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






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






32. What are the Incident Management activities??






33. What is the RACI matrix?






34. What is the scope of Service Operation??






35. What is the role of Application Management?






36. What are four Service Level Agreement Frameworks??






37. What are the objectives of the Transition Planning & Support process?






38. What are the activities associated with Problem Management?






39. What is the relationship between Incidents and Problems?






40. What two processes is Problem Management made up of?






41. What processes does the Change Management process interface with?






42. What is Vital Business Functions?






43. Describe the Capacity Management process.






44. What is the Process Manager's responsibility?






45. What are the objectives of the seven steps to improvement?






46. Why do organizations use ITIL?






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






48. What is the Service Design phase?






49. What communication is part of Service Operation?






50. Why is ITIL successful?