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. Who owns an incident?






2. What levels are baselines established at?

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3. What are three types of events?

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4. What Service Transition processes support all lifecycle phases?






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






6. How do you escalate an incident?






7. What is an incident?






8. What is a Service?






9. Detail the Process Owner's responsibilities






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






11. What are the objectives of Service Transition?






12. What is the relationship between Incidents and Problems?






13. What is the purpose of Service Design??






14. TCO






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






16. What is the purpose of Request Fulfillment?

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






18. What is a Role?






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






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






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






22. What is the Capacity Plan?






23. SKMS






24. What is the Information Security Policy?

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






26. Describe Time Scales of Incident Management

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






28. What is Change?






29. What are the activities associated with Problem Management?






30. SLM






31. What is a Config Item (CI)?






32. What is the purpose of Incident Management?






33. What is the purpose of the even steps to improvement?






34. What is the purpose of Service Strategy?

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35. Define Patterns of Business Activity (PBA)?






36. How is risk measured?






37. What is a Function?






38. What is Information?






39. What are the objectives of Application Management?

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40. What is Utilitiy?

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41. What is the Service Design Package?






42. What is the purpose of Service Catalogue Management?






43. SACM






44. What is a Service Pipeline?






45. What are the Service Operation Functions??






46. What are the seven steps to improvement?






47. CAB






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






49. What are the two primary elements of value?






50. SPOC