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 the UC?






2. What is risk?






3. What influences the expected service?






4. What is the Snapshot?






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






6. KEDB






7. What are the two types of Service Catalogues?






8. RACI






9. What are the processes related to Service Design?






10. It's part of the SKMS (service knowledge management system)






11. Who are the Key Stakeholders?






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






13. What is Wisdom?






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






15. What is the definition of a Service Review?






16. What are the objectives of Application Management?

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






18. What is the purpose of Application Management?






19. What is Utilitiy?

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20. Describe the Availability Management process.






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






22. What is the purpose of the Service Asset & Config Management (SACM) process?






23. What is the scope of Incident Management?






24. What is an Alert?






25. What is a Process?






26. What are the two primary elements of value?






27. What is a Role?






28. Describe the Service Level Management process.






29. What are the objectives of Access Management?






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






31. What is a workaround?






32. What are two kinds of IT Services?






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






34. How do you categorize an incident?






35. What should an incident model include??






36. What is a known error?






37. What is the relationship between Incidents and Problems?






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






39. What is the scope of Availability Management process?






40. What is the purpose of Change Management?






41. SCMIS






42. What is the definition of a Service Level Agreement Monitoring Chart?






43. Describe the Capacity Management process.






44. What are the five Service Operation processes?






45. What are the phases of Release & Deployment?






46. What are the basic concepts of Access Management?






47. What is the Deming Cycle?






48. When do you conduct a major problem review?






49. What are the Service Strategy processes and functions?






50. What is a Service Request?







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