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  • 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 the purpose of the Service Asset & Config Management (SACM) process?

2. What is Change?

3. What is the scope of Event Management?

4. What are the components of IT Operations Management?

5. What is a benefit of a RACI matrix?

6. What processes does Financial Management include?

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

8. CMS

9. What are the Change Types?

10. What is a Config Item (CI)?

11. What is the purpose of Continual Service Improvement?

12. SLA

13. What levels are baselines established at?

14. What is risk?

15. What are the five aspects of Service Design?

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

17. What is the content of a Business Case?

18. What are some Service Level Management Activities?

19. What is the Business Value of Service Design?

20. What are the design constraints for a service?

21. Facilities Management

22. External Service Provider

23. Define Patterns of Business Activity (PBA)?

24. What is an incident?

25. CSF

26. What topics are covered in Service Strategy?

27. RACI

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

29. What is the scope of Access Management?

30. What is a Role?

31. CMDB

32. VOI

33. What is the purpose of ITIL Core Publications?

34. What types of metrics are there and what are they??

35. What is a Process?

36. What are the objectives of Continual Service Improvement??

37. What are the objectives of the Service Level Management process?

38. OLA

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

40. What is Data?

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

42. Describe the Supplier Management process.

43. What is Vital Business Functions?

44. What is Value?

45. What are the objectives of Incident Management?

46. What is a Process?

47. What are the objectives of Access Management?

48. A workload profile is also referred to as?

49. KPI

50. Detail the Service Owner's repsonsibility.