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. TCO






2. What does the service desk do??






3. What is the Service Owner's responsibility?






4. What are the Change Types?






5. What is the purpose of Business Impact Analysis (BISA?






6. What is ITIL?






7. What are the technical management groups?






8. What is Emergency Change Advisory Board (ECAB)?






9. What are the two views of the Service Catalogue?






10. What is Warranty?






11. What is the purpose of the Information Security Management (ISM) process?

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12. What are the processes related to Service Design?






13. What is the Service Level Agreement?






14. Describe Time Scales of Incident Management

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






16. What processes interfaces with Problem Management?






17. What is the Deming Cycle?






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






19. Where is a role defined?






20. What is the role of technical management?






21. BIA






22. What are the ISM concepts?






23. What does a Service Strategy define??






24. What is the purpose of ITIL Core Publications?






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






26. CSI






27. What is an incident?






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






29. What is the scope of the Transition Planning & Support process?






30. Describe the Design Coordination process.






31. What is the business value of the service desk?






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






33. What is the scope of Request Fulfillment?






34. What is governance and what does it do?

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35. What is a Process?






36. Describe the IT Service Continuity Management process.






37. SACM






38. What are three types of events?

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39. What is an IT Service?






40. What is an Outcome?






41. What are the five Service Operation processes?






42. Who are the Key Stakeholders?






43. What is the purpose of Service Portfolio Management?






44. What is the purpose of Service Catalogue Management?






45. What is Service Management?






46. What is the purpose of Service Strategy?

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47. What is the scope of Incident Management?






48. ECAB






49. What is the content of a Business Case?






50. CI