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. Describe the IT Service Continuity Management process.






2. What is a Service?






3. Shared Services Unit






4. What are the three Service Design Agreements?

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5. What is the definition of Service Level Requirements?






6. Describe the Service Catalogue Management process.






7. What is the purpose of IT Operations Management?






8. BCP






9. Name the characteristics of value






10. What is the scope of the Service Asset & Config Management (SACM) process?






11. What is the purpose of the Information Security Management (ISM) process?

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12. TCO






13. Detail the Service Owner's repsonsibility.






14. What is the configuration baseline?






15. What are the objectives of the service desk??






16. When do you conduct a major problem review?






17. What is the objective of Service Strategy






18. How is risk measured?






19. What is the UC?






20. What is Remediation Planning?






21. What are the objectives of Incident Management?






22. What are the objectives of the Service Design phase?






23. What are the five aspects of Service Design?






24. CMDB






25. What is the scope of Continual Service Improvement??






26. What is the purpose of Event Management?






27. What are the Incident Management activities??






28. ICT






29. What is an incident?






30. What is the Service Level Agreement?






31. CI






32. What is risk?






33. Describe the Information Security Management process.






34. What is availability?






35. What are the components of value?






36. What is the Service Owner's responsibility?






37. What are KPI's?






38. What is the role of technical management?






39. What is a Problem Model??






40. What is ITIL?






41. How do you categorize an incident?






42. What is the scope of Access Management?






43. What is a Change Proposal?






44. What are the two types of Service Catalogues?






45. What two processes is Problem Management made up of?






46. Describe Time Scales of Incident Management

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47. What is a problem?






48. What are the objectives of Service Operation?






49. What is an Alert?






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