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 is the business value of Continual Service Improvement?
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
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
Is a request from a user for info - advice - standard change - or access to an IT service
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

2. What is the scope of Access Management?
Keep it simple - Use multi-level categorization - Use categorization for reporting
intangible asset
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Executing the policies in information security management

3. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The process that obtains value for money from suppliers.
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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

4. What is a Service Catalogue?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.

5. Describe the Availability Management process.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The process to ensure that the level of availability in services needs agrees with the required needs
Responsible - Accountable - Consult - Inform
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

6. What does a Service Strategy define??
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
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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

7. What are the objectives of the seven steps to improvement?
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
A role is defined in a process or function.
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
The ability to detect events - make sense of them and determine right control action

8. What is Remediation Planning?
Action taken to recover after a failed change or release.
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
Underpinning Contract
Executing the policies in information security management

9. What are the objectives of the Service Design phase?
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
A set of responsibilities defined in a process and assigned to a person or team.

10. What processes are related to of Service Operation??
A formal proposal for a change
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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

11. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

12. What is the purpose of Access 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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Underpinning Contract
Tp provide the right for users to be able to use a service or group of services

13. What processes interfaces with Problem Management?
A role is defined in a process or function.
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)
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Pattern of Business Activity (PBA)

14. What is a basline measurement?
Share perspectives - ideas - experience & info to enable informed decisions
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

15. What is a Process?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A structured set of activities designed to accomplish a specific objective.

16. What is the purpose of Service Design??
- Budgeting - Accounting - Charging (Billing)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Return on Investment
Service Desk - Technical management - IT Operation Management - Application Management

17. What is the Definitive Media Library?

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

18. What communication is part of Service Operation?
The process in which goals and objectives of service design stage are met
Qualitative and Quantitative
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

19. What is the business value of Service Transition?
Service Level Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Align new/changed services with business requirements - Maximize value to the business operations
1) Utility 2) Warranty

20. What is the objective of Service Strategy
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Lifecycle wide process and relevant to all lifecycles
- New service - Major change to service - Removal of service - Changes to the SDP itself

21. What is Utility?
The level to which the service meets a customer's expectation.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Fit for purpose-the functionality of a product or service to meet a particular need.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

22. 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

23. What are the 4 levels of service provision expectations?

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

24. What are the objectives of Availability Management process?
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 phase that turns service strategy into a plan for delivering the business outcomes.
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
Application support

25. What are the processes related to Service Design?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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

26. When do you conduct a major problem review?
After closure and it is linked to major incident review
Value of Investment
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

27. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Is a notification that a threshold has been reached - something has changed - or a failure has occured

28. VOI
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
Value of Investment
- Change Management - Service Asset & Config Management - Knowledge Management
Continual Service Improvement

29. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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)

30. What does a process do?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
It takes inputs and turn them into outputs.
Internal Service Provider - Shared Service Unit - External Service Provider

31. CSF
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Critical Success Factor
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.

32. 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

33. What is the purpose of the supplier management process?
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
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)
Action taken to recover after a failed change or release.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

34. What is risk?
Service Asset and Configuration Management
The level to which the service meets a customer's expectation.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Configuration Item

35. What is the Process Practitioner's responsibility?
A service provided by an IT service provider made up of a combination of IT - people and processes.
The process to ensure that the level of availability in services needs agrees with the required needs
A set of activities to accomplish an objective.
Carry out one or more process activities

36. What are examples of Config Items?
Information Communication Technology
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- Change Management - Service Asset & Config Management - Knowledge Management
Assets such as server licenses and software licenses.

37. What are the activities associated with Problem Management?
Addition - modification - removal of anything that could have an effect on IT services
It defines performance and the alignment of IT services with the business.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

38. Describe the Supplier Management process.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Internal Service Provider - Shared Service Unit - External Service Provider
The ability to detect events - make sense of them and determine right control action
The process that obtains value for money from suppliers.

39. What is a Business Continuity Plan?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Is responsible for managing applications through their lifecycle
Define steps required to restore business process following disruption
It covers: - design - implementation - measurement -management -improvement of service and component availability

40. What does a Release Policy include?
Change Advisory Board
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

41. What is the scope of the Knowledge Management process?
Executing the policies in information security management
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Lifecycle wide process and relevant to all lifecycles
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

42. What are the objectives of Event Management?
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
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.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It covers: - design - implementation - measurement -management -improvement of service and component availability

43. What are the objectives of the Capacity Management process?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Quality Service 2) Cost-effective Services
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

44. What is the business value of the service desk?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Is a request from a user for info - advice - standard change - or access to an IT service

45. ROI
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Return on Investment
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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

46. What is the purpose of the IT Service Continuity Management (ITSCM) process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Services that are no longer available.

47. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Change Advisory Board
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

48. UC
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service Level Agreement
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
Underpinning Contract

49. What is a Service Request?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Is a request from a user for info - advice - standard change - or access to an IT service
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

50. What is an IT Service?
The underlying cause of one or more failures
A service provided by an IT service provider made up of a combination of IT - people and processes.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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.