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 is Wisdom?






2. What is a Change Proposal?






3. What are the objectives of the Knowledge Management process??






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






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






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






7. What should an incident model include??






8. What is the scope of Incident Management?






9. Describe the Capacity Management process.






10. What are the objectives of Service Operation?






11. What is the purpose of the even steps to improvement?






12. ICT






13. What are KPI's?






14. What is the objective of Service Strategy






15. ECAB






16. What is Utility?






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






18. Describe Time Scales of Incident Management

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19. What is the scope of Service Transition?






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






21. What is Data?






22. How can the impact of risk be measured?






23. What is Service Assets?






24. What is the scope of change?






25. What is the purpose of Service Design??






26. What are the three Service Design Agreements?

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27. What do Change Models have?






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






29. ITSM






30. What is the Definitive Media Library?

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31. SLM






32. Technical and Application Management are involved in ___________________

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33. What are the options of organizational structures of a service desk?






34. How do you categorize an incident?






35. What are the objectives of the Transition Planning & Support process?






36. Who owns an incident?






37. What is a Process?






38. What is the CSI approach?

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39. Who should the Information Security Policy be communicated to?






40. What is the purpose of Availability Management process?






41. What are the two types of customers?






42. What is the Capacity Plan?






43. What is Value?

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44. What does a Service Strategy define??






45. What is the purpose of Application Management?






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






47. What are the components of IT Operations Management?






48. What is the purpose of Service Operation?






49. What are some Service Level Management Activities?






50. UC