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 Service Design phase?






2. What are the objectives of the Service Level Management process?






3. Describe the IT Service Continuity Management process.






4. What is an Alert?






5. KEDB






6. Facilities Management






7. IT Ops and Application Management are involved in _____________________






8. What is the role of Application Management?






9. What is the Business Value of Service Design?






10. How is risk measured?






11. What are the Change Types?






12. What is the purpose of Access Management?






13. What is the Service Owner's responsibility?






14. What is Value?






15. How is the Service Design Package used?






16. What is a Change Proposal?






17. What interfacing processes are associated with Incident Management??






18. What are the objectives of the seven steps to improvement?






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






20. What is the definition of a Service Review?






21. What are the Service Transition processes??






22. What is Information?






23. KPI






24. Why is automation of technology and architecture beneficial?






25. External Service Provider






26. What are the phases of Release & Deployment?






27. What are the objectives of Service Operation?






28. What is Change Advisory Board (CAB)?






29. What are the objectives of the Change Management Process?






30. What is a Config Item (CI)?






31. What are the ISM concepts?






32. What are Retired Services?






33. CI






34. What is the Deming Cycle?






35. What are the 4 levels of service provision expectations?






36. DML






37. UC






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






39. What is the Organization Level Agreement?






40. What are the 4 P's in Service Design used for?






41. What are the processes related to Service Design?






42. What is technical management?






43. What are some Service Level Management Activities?






44. What are the objectives of Event Management?






45. Detail the Process Owner's responsibilities






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






47. Internal Service Provider






48. What is the scope of Incident Management?






49. What is a problem?






50. What is the Business Value of Service Strategy?