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 the business value of Service Transition?

2. What is the Service Owner's responsibility?

3. What is a workaround?

4. Shared Services Unit

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

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

7. Why is automation of technology and architecture beneficial?

8. What is the scope of the seven steps to improvement?

9. What is the purpose of Change Management?

10. What is the role of technical management?

11. What is IT Service Management?

12. What is Business Value?

13. What processes are related to of Service Operation??

14. What topics are covered in Service Strategy?

15. What is the Deming Cycle?

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

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

18. What are the Change Types?

19. What are four Service Level Agreement Frameworks??

20. What interfacing processes are associated with Incident Management??

21. What are the objectives of Service Operation?

22. What are the two types of customers?

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

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

25. What is the purpose of Incident Management?

26. What is the Service Knowledge Management System (SKMS)?

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

28. What are the three types of services?

29. What are the components of value?

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

31. What are the design constraints for a service?

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

33. What are two availability management activities?

34. What is Service Management?

35. What is the content of a Business Case?

36. What is the purpose of the Design Coordination process?

37. What is Remediation Planning?

38. Describe the Service Level Management process.

39. What is the purpose of ITIL Core Publications?

40. What is the scope of the Transition Planning & Support process?

41. What is the purpose of the Information Security Management (ISM) process?

42. SPOC

43. What is the Business Value of Service Strategy?

44. Technical and Application Management are involved in ___________________

45. Describe Time Scales of Incident Management

46. SLM

47. What is an incident?

48. What is an Outcome?

49. What are the two types of Service Catalogues?

50. What is the Snapshot?