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. What are three types of events?

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2. SPOC






3. What is Service Assets?






4. What are the objectives of Service Operation?






5. What are the Incident Management activities??






6. What are the components of value?






7. What does process definitions describe??






8. UC






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






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






11. External Service Provider






12. What is IT Service Management?






13. What is a Function?






14. What are the objectives of IT Operations Management?






15. What is an incident?






16. What does a Release Policy include?






17. What characteristics does a process have?






18. What are the objectives of Incident Management?






19. Volume/Phase 3: Service Transition - What is it?






20. What is the scope of Problem Management?






21. A capability is an _________________






22. What is the Service Owner's responsibility?






23. What are the three Service Design Agreements?

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24. Why is ITIL successful?






25. When do you conduct a major problem review?






26. What is Warranty?






27. What are the objectives of Access Management?






28. What is Business Value?






29. What is a problem?






30. CSI






31. Describe the Information Security Management process.






32. What is a Process?






33. What is the purpose of Availability Management process?






34. What is the Snapshot?






35. What are KPI's?






36. SLM






37. How do you escalate an incident?






38. What does the service desk do??






39. How do services facilitate outcomes?






40. How can the impact of risk be measured?






41. What is Vital Business Functions?






42. What actvities does Business Relationship Management Activities refer to?






43. What is Wisdom?






44. What is the purpose of Service Operation?






45. What are the Change Types?






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






47. What are the components of IT Operations Management?






48. What is the purpose of Change Management?






49. Shared Services Unit






50. CSF