ITIL

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 Value?

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


2. What are the Capacity Sun- Processes?
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
It can identify weaknesses or areas of improvements.
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
Is a request from a user for info - advice - standard change - or access to an IT service


3. What are the objectives of technical management?

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


4. What does a Service Strategy define??
Carry out one or more process activities
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A service asset that needs to be managed to deliver a service


5. What are KPI's?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
Agreement between an IT service provider and another part of same organization that assists with service provision


6. OLA
Action taken to recover after a failed change or release.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Operation Level Agreement
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.


7. What is a Process?
A set of activities to accomplish an objective.
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
Data - Information - Knowledge - Wisdom
Functional requirements - SLAs - benefits and design constraints


8. CI
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Up to each org to decide which service requests it will handle
Configuration Item
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)


9. What is the purpose of the IT Service Continuity Management (ITSCM) process?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
To provide and maintain a single source of info on all operational and ready to be introduced services


10. ITIL
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
Information Technology Infrastructure Library
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se


11. SLM
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To be accountable for the operational management of the process.
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
Service Level Management


12. Resources are _____
To provide a balanced view of overall service
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Change Management - Service Asset & Config Management - Knowledge Management
Tangible assets


13. What is a Service Pipeline?
Configuration Item
All services under development - growth and Outlook.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


14. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and


15. SKMS
To control lifecycle of all changes to be made with minimal disruption to services
To plan - schedule & control the build - test & deployment of releases
Service Knowledge Management System
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)


16. Detail the Service Owner's repsonsibility.
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
To control lifecycle of all changes to be made with minimal disruption to services
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a


17. Describe Time Scales of Incident Management

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


18. What is the scope of Event Management?

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


19. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Configuration Management Database
intangible asset
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


20. What are the three Service Design Agreements?

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


21. What interfacing processes are associated with Incident Management??
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
Request for Change
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
The underlying cause of one or more failures


22. What does the service desk do??
It comes from providing context to data - Who? - What? - When? - Where?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A role is defined in a process or function.


23. What is a Service Catalogue?
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
A group of people - tools and resources used to carry out a process activity.
Share perspectives - ideas - experience & info to enable informed decisions
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


24. What is the Snapshot?
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change


25. What is the purpose of Request Fulfillment?

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


26. Where is a role defined?
A role is defined in a process or function.
A set of activities to accomplish an objective.
A customer requirement for an aspect of an IT service
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.


27. What is a Role?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A set of responsibilities defined in a process and assigned to a person or team.
A group of people and the tools they use to perform one or more processes or activities.
1. Business Service Catalogue 2. Technical Service Catalogue.


28. What is Warranty?
Define steps required to restore business process following disruption
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


29. How is the Service Design Package used?
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
Definitive Media Library
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


30. Describe the Service Level Management process.
Application support
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve


31. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Makes use of knowledge to create value through well-informed decisions
Business Impact Analysis
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


32. What activities support Continual Service Improvement?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


33. What is the Service Knowledge Management System (SKMS)?
A role is defined in a process or function.
Everyone except for Type III service providers (third parties)
Supplier and Contract Management Information System
Used to store and manage knowledge - info and data.


34. External Service Provider
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A service provided by an IT service provider made up of a combination of IT - people and processes.


35. What is the purpose of the supplier management process?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To plan - schedule & control the build - test & deployment of releases
Services that are no longer available.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


36. What is the purpose of Availability Management process?
Configuration Management System
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To provide and maintain a single source of info on all operational and ready to be introduced services


37. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Lifecycle wide process and relevant to all lifecycles
The level to which the service meets a customer's expectation.


38. What are the objectives of Service Transition?
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
- Release & Deployment - Transition Planning & Support
Set of responsibilities - activities and authorities granted to a person or a team.
Information Communication Technology


39. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The ability to detect events - make sense of them and determine right control action
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A set of activities to accomplish an objective.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


40. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Carry out one or more process activities
Share perspectives - ideas - experience & info to enable informed decisions
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


41. What are Change Management Activities?
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
A set of discrete facts
Supplier and Contract Management Information System
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


42. What are the options of organizational structures of a service desk?
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
- Capability constraints - Resource constraints - Utility constraints - And more...
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.


43. What are the five aspects of Service Design?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Ensure assets required to deliver service are controlled and info is available for them
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Underpinning Contract


44. What is Vital Business Functions?
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
Strategic - Tactical - Operational - Commodity
A function that reflects the part of business process that is critical to success of business
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


45. What is the purpose of ITIL Core Publications?
Qualitative and Quantitative
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To provide best practice guidance to all types of organizations.


46. CSI
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Continual Service Improvement
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.


47. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The services themselves - Service management processes - Technology (management of infrastructure) - People
Executing the policies in information security management


48. What is the Business Value of Service Strategy?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Known Error Database
It defines performance and the alignment of IT services with the business.


49. CMS
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
This is where the customer sees the actual value of the services
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
Configuration Management System


50. What are examples of Config Items?
Assets such as server licenses and software licenses.
Total Cost of Ownership
- Release & Deployment - Transition Planning & Support
The process that obtains value for money from suppliers.