Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

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 are examples of Config Items?
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
Executing the policies in information security management
Service Knowledge Management System
Assets such as server licenses and software licenses.

2. What are the objectives of Problem Management?
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)
Tangible assets
The underlying cause of one or more failures
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

3. What is the purpose of Service Catalogue Management?
A set of best practice publications for IT service management
All services under development - growth and Outlook.
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
To provide a single source of information on all operational and ready for production services.

4. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It comes from providing context to data - Who? - What? - When? - Where?
It's he process responsible for managing the lifecycle of all service requests from users

5. How is risk measured?
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
The underlying cause of one or more failures
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

6. What Service Transition processes primarily support the Service Transition phase?
1. Business Service Catalogue 2. Technical Service Catalogue.
A set of discrete facts
- Release & Deployment - Transition Planning & Support
A service provided by an IT service provider made up of a combination of IT - people and processes.

7. What is the scope of Availability Management process?
Service Level Agreement
It covers: - design - implementation - measurement -management -improvement of service and component availability
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
Critical Success Factor

8. What does the service desk do??
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act

9. What is the Business Value of Service Strategy?
intangible asset
Service Desk - Technical management - IT Operation Management - Application Management
It defines performance and the alignment of IT services with the business.
Access - Identity - Rights - Service or Service Groups - Directory Services

10. What are the objectives of the Service Design phase?
Change Advisory Board
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A set of best practice publications for IT service management
Set of responsibilities - activities and authorities granted to a person or a team.

11. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Information Technology Infrastructure Library
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
The basis for value creation including both resources and capabilities

12. What is the purpose of the supplier management process?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
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...
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

13. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide a single source of information on all operational and ready for production services.
Underpinning Contract
Value of Investment

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

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

15. KPI
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
The system used to collect and manage Config Items (CI's)
Key Performance Indicator
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.

16. What is a Service Portfolio?
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.

17. What are the Change Types?
A set of discrete facts
A formal proposal for a change
- 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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

18. SCMIS
The result of an activity following a process or the delivery of a service.
Everyone except for Type III service providers (third parties)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Supplier and Contract Management Information System

19. SPOC
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
This is where the customer sees the actual value of the services
Return on Investment
Single Point Of Contact

20. What are the objectives of Service Operation?
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
Is a request from a user for info - advice - standard change - or access to an IT service
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
1. Business Service Catalogue 2. Technical Service Catalogue.

21. What is a major incident?
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
Emergency Change Advisory Board
A formal proposal for a change
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

22. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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
A customer requirement for an aspect of an IT service
Makes use of knowledge to create value through well-informed decisions

23. What are two kinds of IT Services?
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
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
After closure and it is linked to major incident review
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

24. What is the definition of Service Level Requirements?
A customer requirement for an aspect of an IT service
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Tp provide the right for users to be able to use a service or group of services
Set of responsibilities - activities and authorities granted to a person or a team.

25. What are the objectives of the Service Level Management process?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.

26. CAB
Fit for Purpose - The functionality of a product or service from a customer's perspective.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Change Advisory Board
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of

27. What is the Service Design Package?
Change Advisory Board
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

28. What is the scope of Continual Service Improvement??
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
Includes management of the component lifecycle of every CI (config item)

29. ICT
Information Communication Technology
Data - Information - Knowledge - Wisdom
1. Business Service Catalogue 2. Technical Service Catalogue.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

30. When is the Service Design Package created or edited?
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

31. What are the processes related to Service Design?
A customer requirement for an aspect of an IT service
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!

32. What is the scope of Incident Management?
Ensure assets required to deliver service are controlled and info is available for them
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Any event which disrupts - or which could disrupt - a service
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

33. What is the purpose of ITIL Complementatry Guidance?
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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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)
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve

34. What is Business Value?
Services that provide customer with wanted business outcomes.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

35. What is a Problem Model??
Makes use of knowledge to create value through well-informed decisions
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Similar to incident model - For problems that have an expensive solution
The process to ensure that the level of availability in services needs agrees with the required needs

36. What is the purpose of the even steps to improvement?
Tp provide the right for users to be able to use a service or group of services
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A group of people - tools and resources used to carry out a process activity.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

37. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- 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
1) Customer Perception 2) Customer Preference 3) Business Outcomes

38. What are the components of value?
A group of people - tools and resources used to carry out a process activity.
Service Asset and Configuration Management
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

39. What is Data?
A set of discrete facts
Service Level Agreement
Is a request from a user for info - advice - standard change - or access to an IT service
The level to which the service meets a customer's expectation.

40. What is the CSI approach?

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

41. CI
Functional requirements - SLAs - benefits and design constraints
- Change Management - Service Asset & Config Management - Knowledge Management
Configuration Item
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

42. What is the scope of the Transition Planning & Support process?
All services under development - growth and Outlook.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.

43. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
Change Advisory Board
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

44. What topics are covered in Service Strategy?
To provide and maintain a single source of info on all operational and ready to be introduced services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The basis for value creation including both resources and capabilities
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

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

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

46. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
The result of an activity following a process or the delivery of a service.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

47. What is the content of a Business Case?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A set of discrete facts
Service Level Agreement

48. What is the scope of Service Strategy??

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

49. What is a Business Continuity Plan?
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
Define steps required to restore business process following disruption
Services that are no longer available.
Pattern of Business Activity (PBA)

50. Volume/Phase 3: Service Transition - What is it?
A set of discrete facts
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.
Any event which disrupts - or which could disrupt - a service
Total Cost of Ownership