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 is governance and what does it do?

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3. What is the Business Value of Service Design?






4. What is the scope of Availability Management process?






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






6. What are the Change Types?






7. CAM






8. PBA






9. Resources are _____






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






11. What is the Snapshot?






12. What are the components of IT Operations Management?






13. What is a Config Item (CI)?






14. What is a Resource?






15. What is the Capacity Plan?






16. What is Data?






17. What are the two primary elements of value?






18. What is the purpose of Service Operation?






19. What is Change?






20. What does a process do?






21. What is the purpose of the IT Service Continuity Management (ITSCM) process?






22. What is the business value of Continual Service Improvement?






23. What are the seven steps to improvement?






24. What is Utilitiy?

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






26. What is the purpose of Problem Management?






27. What are KPI's?






28. Volume/Phase 3: Service Transition - What is it?






29. Shared Services Unit






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

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31. What is the scope of Service Strategy??

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32. Who owns an incident?






33. What processes are related to of Service Operation??






34. What is an Alert?






35. What is the purpose of the supplier management process?






36. What is the purpose of Incident Management?






37. Describe the Availability Management process.






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






39. What is the purpose of ITIL Core Publications?






40. BCM






41. What is Service Assets?






42. What are the basic concepts of Access Management?






43. What are the two types of Service Catalogues?






44. What is an Event?






45. What is a Process Owner's responsibility?






46. What is the RACI matrix?






47. SLM






48. What is the objective of Service Strategy






49. What are the objectives of Service Operation?






50. DIKW