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. Name the characteristics of value






2. What is the purpose of Service Transition?






3. What are the processes related to Service Design?






4. CMS






5. What is the scope of Problem Management?






6. BCM






7. What is the purpose of Application Management?






8. What is risk?






9. What is Emergency Change Advisory Board (ECAB)?






10. What are the three Service Design Agreements?


11. How do services facilitate outcomes?






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






13. What are the three types of services?






14. What is the Business Value of Service Strategy?






15. What is a Process?






16. IT Ops and Application Management are involved in _____________________






17. What is a benefit of a RACI matrix?






18. VBF






19. What cycles are associated with budgeting - accounting - charging?






20. What are some Service Level Management Activities?






21. What is stored in the Service Knowledge Management System (SKMS)??


22. RACI






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






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


25. What is the scope of the Capacity Management process?






26. What are two levels of availability?






27. Describe the Information Security Management process.






28. DML






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






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






31. What is the Service Level Agreement?






32. Define Patterns of Business Activity (PBA)?






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






34. What are the phases of the ITIL Service Lifecycle?






35. What is the Service Owner's responsibility?






36. How do you categorize an incident?






37. Why is automation of technology and architecture beneficial?






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






39. What are the objectives of IT Operations Management?






40. What are the supplier categories??






41. Why is ITIL successful?






42. What is the scope of Event Management?


43. What is the purpose of the IT Service Continuity Management (ITSCM) process?






44. What is technical management?






45. What communication is part of Service Operation?






46. What is the purpose of Service Portfolio Management?






47. What are the activities associated with Problem Management?






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






49. What are the Change Types?






50. Describe the IT Service Continuity Management process.