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 the seven steps to improvement?






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






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






4. What is the Service Design Package?






5. SLA






6. What is the role of technical management?






7. What are the objectives of Availability Management process?






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






9. Name the characteristics of value






10. What are Retired Services?






11. What are the 4 P's in Service Design used for?






12. How do services facilitate outcomes?






13. What is the Snapshot?






14. What is IT Service Management?






15. ITSM






16. What is the definition of a Service Level Agreement Monitoring Chart?






17. What is Request for Change (RFC)?






18. What is the purpose of Request Fulfillment?


19. What are the layers of the Configuration Management System (CMS)?






20. What is the purpose of Event Management?






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






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






23. What are the two types of Service Catalogues?






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






25. What are the objectives of Service Operation?






26. CAM






27. What activities support Continual Service Improvement?






28. What are CSF's?






29. What is the scope of Availability Management process?






30. What is the scope of Service Transition?






31. What is the purpose of Service Strategy?


32. What is the relationship between Incidents and Problems?






33. What is the scope of Service Operation??






34. ROI






35. A workload profile is also referred to as?






36. What topics are covered in Service Strategy?






37. What are the Capacity Sun- Processes?






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






39. What levels are baselines established at?


40. What does a Service Strategy define??






41. What is a Resource?






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






43. SACM






44. What is a benefit of a RACI matrix?






45. How do you prioritize an incident?






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






47. BCM






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






49. Describe Time Scales of Incident Management


50. OLA