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.

2. What is the Service Owner's responsibility?

3. What is the content of a Business Case?

4. Why is automation of technology and architecture beneficial?

5. What is the purpose of Service Design??

6. What is the scope of change?

7. It's part of the SKMS (service knowledge management system)

8. What is the Information Security Policy?

9. What are the supplier categories??

10. What is the Business Value of Service Design?

11. What is the Capacity Plan?

12. What do Change Models have?

13. What is the business value of Service Transition?

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

15. CSI

16. ICT

17. What are CSF's?

18. What is the Service Design phase?

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

20. Why is ITIL successful?

21. What influences the expected service?

22. What are the three types of Service Providers??

23. Why do organizations use ITIL?

24. How is the Service Design Package used?

25. What is a Change Proposal?

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

27. What are the components of the ITIL framework?

28. What communication is part of Service Operation?

29. Who should the Information Security Policy be communicated to?

30. What is a Problem Model??

31. What are the Incident Management activities??

32. Describe the Information Security Management process.

33. What is the purpose of the Knowledge Management process?

34. What is an IT Service?

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

36. What is risk?

37. What are examples of Config Items?

38. CI

39. What is the purpose of Service Catalogue Management?

40. ITSM

41. What is the purpose of ITIL Core Publications?

42. What are the seven steps to improvement?

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

44. What processes does Financial Management include?

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

46. What are the five Service Operation processes?

47. Where is a role defined?

48. SLA

49. What are the five stages of the Service Lifecycle?

50. Describe the Availability Management process.