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 services facilitate outcomes?






2. A capability is an _________________






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






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






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






6. What is a problem?






7. What is the purpose of Continual Service Improvement?






8. What are the objectives of technical management?






9. What is an Alert?






10. What are the objectives of Access Management?






11. What is the Configuration Management System (CMS)?






12. What are the objectives of the Capacity Management process?






13. What are examples of Config Items?






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






15. Detail the Service Owner's repsonsibility.






16. ICT






17. What is the Organization Level Agreement?






18. What is availability?






19. SPOC






20. VOI






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






22. What Service Transition processes primarily support the Service Transition phase?






23. Detail the Process Manager's responsibilities






24. What is the purpose of Service Transition?






25. What is a known error?






26. DML






27. What is the Known Error Database (KEDB)?






28. What is the CSI approach?






29. What is Information?






30. What is an IT Service?






31. What is Data?






32. What are the two types of Service Catalogues?






33. What are three types of events?






34. ITIL






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






36. What levels are baselines established at?






37. What is the Definitive Media Library?






38. Why do organizations use ITIL?






39. What is Change Advisory Board (CAB)?






40. What are the components of IT Operations Management?






41. What is the objective of Service Strategy






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






43. Who are the Key Stakeholders?






44. What is the scope of the Knowledge Management process?






45. What is the purpose of Incident Management?






46. What is the scope of Event Management?






47. What is Service Assets?






48. What is Business Value?






49. What is the purpose of ITIL Core Publications?






50. Describe the Supplier Management process.