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 Retired Services?






2. What is the scope of the Release & Deployment Management process?






3. What is the definition of a Service Level Agreement Monitoring Chart?






4. What characteristics does a process have?






5. What is the purpose of Service Catalogue Management?






6. What topics are covered in Service Strategy?






7. What are the three types of services?






8. What is the purpose of Service Transition?






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






10. What are the objectives of Access Management?






11. What is the RACI matrix?






12. What are three types of events?

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13. How is the Service Design Package used?






14. Why do organizations use ITIL?






15. Describe the IT Service Continuity Management process.






16. What is the purpose of the Transition Planning & Support process?






17. What are the activities associated with Problem Management?






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






19. What is the purpose of the Capacity Management process?






20. BCP






21. Shared Services Unit






22. RFC






23. What is the Process Practitioner's responsibility?






24. What is a problem?






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






26. What are the the 4 P's in Service Design?






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






28. Define Patterns of Business Activity (PBA)?






29. UC






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

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31. How is risk measured?






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






33. What is Service Management?






34. What is the purpose of Service Design??






35. What is a Business Case?






36. What are the technical management groups?






37. What are the Service Operation Functions??






38. What does a Release Policy include?






39. Describe the Capacity Management process.






40. What is the scope of Availability Management process?






41. How do you categorize an incident?






42. What is Data?






43. CMDB






44. What are two kinds of IT Services?






45. What is the scope of Problem Management?






46. CMS






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

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48. PBA






49. Why is ITIL successful?






50. What is the scope of Event Management?

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