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. Internal Service Provider

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

3. What is a known error?

4. How do you categorize an incident?

5. What is the objective of Service Strategy

6. What is the purpose of Problem Management?

7. What is the purpose of Service Catalogue Management?

8. What is the Service Design phase?

9. What influences the expected service?

10. What are three types of events?

11. What is the Service Level Agreement?

12. What are the objectives of Incident Management?

13. BCP

14. What is a Function?

15. What is the purpose of Service Strategy?

16. What is the purpose of the Release & Deployment Management process?

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

18. What are the components of the ITIL framework?

19. What are the Service Operation Functions??

20. What is the scope of Availability Management process?

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

22. What is stored in the Service Knowledge Management System (SKMS)??

23. What are the Service Transition processes??

24. What Service Transition processes support all lifecycle phases?

25. Shared Services Unit

26. Detail the Process Manager's responsibilities

27. What is Remediation Planning?

28. What are the supplier categories??

29. What is a Resource?

30. What is governance and what does it do?

31. What are the phases of Release & Deployment?

32. What is the role of technical management?

33. What is the purpose of the Capacity Management process?

34. What are the seven steps to improvement?

35. What is ITIL?

36. How do you prioritize an incident?

37. BCM

38. A workload profile is also referred to as?

39. What is risk?

40. What is an incident?

41. Where is a role defined?

42. What are the objectives of Event Management?

43. What is the Snapshot?

44. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?

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

46. What is the Service Design Package?

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

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

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

50. What is a Service Request?