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. How do you escalate an incident?






2. What is the scope of Availability Management process?






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






4. What does process definitions describe??






5. What is a Process?






6. What are Retired Services?






7. What is Request for Change (RFC)?






8. What is the scope of the seven steps to improvement?






9. What is the purpose of the supplier management process?






10. What are the objectives of Service Transition?






11. What characteristics does a process have?






12. Detail the Service Owner's repsonsibility.






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






14. What is a benefit of a RACI matrix?






15. What is the purpose of the Design Coordination process?






16. What are the objectives of Application Management?

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17. What is the Definitive Media Library?

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18. ITSM






19. What are the objectives of IT Operations Management?






20. What is the purpose of Service Transition?






21. What are the objectives of Access Management?






22. What are the Service Strategy processes and functions?






23. What Service Transition processes support all lifecycle phases?






24. What is the Business Value of Service Strategy?






25. SLM






26. What are the Service Transition processes??






27. What are two levels of availability?






28. RFC






29. What should Major Problem Review focus on?






30. What is the purpose of Business Relationship Management??






31. What is Utility?






32. What is an Outcome?






33. What is the purpose of Incident Management?






34. What are the activities associated with Problem Management?






35. What is the definition of Service Improvement Plan?






36. What is the Process Manager's responsibility?






37. What is an incident?






38. ROI






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






40. What is the purpose of ITIL Complementatry Guidance?






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






42. What is the purpose of Service Portfolio Management?






43. What are KPI's?






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






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






46. KEDB






47. What is the business value of Continual Service Improvement?






48. Describe the Supplier Management process.






49. Shared Services Unit






50. What is the Organization Level Agreement?