Test your basic knowledge |

  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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 the CSI register?

2. VOI

3. What is a Role?

4. What is the purpose of IT Operations Management?

5. What is the scope of Service Operation??

6. What is an incident?

7. What is Vital Business Functions?

8. What are the phases of the ITIL Service Lifecycle?

9. How do you escalate an incident?

10. What activities support Continual Service Improvement?

11. What is the UC?

12. UC

13. What are the Change Types?

14. What is the purpose of Incident Management?

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

16. What are the three Service Design Agreements?

17. What is the role of Application Management?

18. What is a Service Request?

19. What is a Config Item (CI)?

20. Describe the Supplier Management process.

21. CSI

22. What are the objectives of Event Management?

23. What is the scope of the Service Level Management process?

24. What is a major incident?

25. What Service Transition processes support all lifecycle phases?

26. What is an Event?

27. SLM

28. What is the role of technical management?

29. What is a Business Continuity Plan?

30. Internal Service Provider

31. What influences the expected service?

32. What is a Service?

33. What is Request for Change (RFC)?

34. OLA

35. Technical and Application Management are involved in ___________________

36. Describe the Information Security Management process.

37. What is availability?

38. What are three types of events?

39. What does a Service Strategy define??

40. What is a basline measurement?


42. What is the Information Security Policy?

43. What are the technical management groups?

44. What is a Resource?

45. What does the service desk do??

46. What is Service Assets?

47. What are the ISM concepts?

48. What are the five Service Operation processes?

49. What is a Change Proposal?

50. Volume/Phase 4: Service Operation - What is it?