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 Wisdom?






2. What are the components of value?






3. What characteristics does a process have?






4. What does a Release Policy include?






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






6. What is the purpose of Service Operation?






7. What is the relationship between Incidents and Problems?






8. What is the purpose of ITIL Core Publications?






9. What is the purpose of the Design Coordination process?






10. A workload profile is also referred to as?






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






12. Describe the Design Coordination process.






13. ROI






14. What influences the expected service?






15. How do you escalate an incident?






16. ITSM






17. What is a workaround?






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






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






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






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






22. What is a Change Proposal?






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






24. What is the purpose of Problem Management?






25. What is a Business Case?






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






27. What is the purpose of Service Design??






28. Name the characteristics of value






29. How is the Service Design Package used?






30. What is a Process?






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






32. What is the scope of Request Fulfillment?






33. What are the the 4 P's in Service Design?






34. What is the purpose of Event Management?






35. What is the scope of the Service Design phase?






36. RFC






37. What is availability?






38. What is the Organization Level Agreement?






39. What are two availability management activities?






40. CSI






41. What is an IT Service?






42. What are the Service Transition processes??






43. What is Change Advisory Board (CAB)?






44. What is an Event?






45. What are the five stages of the Service Lifecycle?






46. What are the phases of Release & Deployment?






47. What is the purpose of Service Strategy?






48. What is the scope of Access Management?






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






50. What is Warranty?