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 Service Knowledge Management System (SKMS)?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Used to store and manage knowledge - info and data.
Pattern of Business Activity

2. What is the CSI register?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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

3. What is a known error?
Problem that has a documented root cause and workaround
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To quantify the impact to the business that loss of service would have
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

4. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
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.
It defines performance and the alignment of IT services with the business.

5. What are the objectives of Availability Management process?
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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
Single Point Of Contact

6. When do you conduct a major problem review?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
After closure and it is linked to major incident review
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
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

7. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

8. What is Change Advisory Board (CAB)?
Request for Change
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 -
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Executing the policies in information security management

9. What is a Business Continuity Plan?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
It takes inputs and turn them into outputs.
Similar to incident model - For problems that have an expensive solution
Define steps required to restore business process following disruption

10. What are two levels of availability?
Ownership regardless of escalation remains with the service desk
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

11. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It takes inputs and turn them into outputs.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

12. CMDB
Up to each org to decide which service requests it will handle
Configuration Management Database
To be accountable for the operational management of the process.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

13. What Service Transition processes primarily support the Service Transition phase?
Includes management of the component lifecycle of every CI (config item)
- Release & Deployment - Transition Planning & Support
Qualitative and Quantitative
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

14. SKMS
It defines performance and the alignment of IT services with the business.
Ownership regardless of escalation remains with the service desk
Service Knowledge Management System
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

15. CSI
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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)
Operation Level Agreement
Continual Service Improvement

16. What are three types of events?

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

17. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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
Align new/changed services with business requirements - Maximize value to the business operations
Provide overall planning for service transition and coordinate resources required for it

18. What are the objectives of Problem Management?
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

19. What is the scope of Service Transition?
Definitive Media Library
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A service provider which functions within the business units they server.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

20. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Information Technology Infrastructure Library
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc

21. Name the characteristics of value
Responsible - Accountable - Consult - Inform
Return on Investment
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A service provider which functions within the business units they server.

22. What are the two types of customers?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.
- 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

23. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
It covers: - design - implementation - measurement -management -improvement of service and component availability

24. What is the content of a Business Case?
All services under development - growth and Outlook.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

25. What are the objectives of the Transition Planning & Support 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...
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- 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
Ownership regardless of escalation remains with the service desk

26. What is the Organization Level Agreement?
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.
The ability to detect events - make sense of them and determine right control action
Agreement between an IT service provider and another part of same organization that assists with service provision
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

27. 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

28. UC
To provide and maintain a single source of info on all operational and ready to be introduced services
Underpinning Contract
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A service provider which functions within the business units they server.

29. What are four Service Level Agreement Frameworks??
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Utility 2) Warranty
1. Business Service Catalogue 2. Technical Service Catalogue.

30. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Internal Service Provider - Shared Service Unit - External Service Provider
Key Performance Indicator
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

31. What is a Service Request?
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
Fit for purpose-the functionality of a product or service to meet a particular need.
Operation Level Agreement

32. Volume/Phase 4: Service Operation - What is it?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Keep it simple - Use multi-level categorization - Use categorization for reporting

33. What are the five stages of the Service Lifecycle?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
ensuer goals of service design stage are met with single point of coordination within this stage
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

34. What are the the 4 P's in Service Design?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It covers: - design - implementation - measurement -management -improvement of service and component availability
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

35. What processes does Financial Management include?
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!
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Budgeting - Accounting - Charging (Billing)

36. Describe the Supplier Management process.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
The process that obtains value for money from suppliers.
A function that reflects the part of business process that is critical to success of business
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.

37. What two processes is Problem Management made up of?
A group of people - tools and resources used to carry out a process activity.
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)
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
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

38. CAM
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
Change Advisory Board
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
This is where the customer sees the actual value of the services

39. ECAB
A set of responsibilities defined in a process and assigned to a person or team.
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.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Emergency Change Advisory Board

40. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Emergency Change Advisory Board
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

41. What is the scope of Service Operation??
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

42. What is Emergency Change Advisory Board (ECAB)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A set of activities to accomplish an objective.
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
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

43. What is a Function?
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
A group of people - tools and resources used to carry out a process activity.
Emergency Change Advisory Board
- Budgeting - Accounting - Charging (Billing)

44. How do you prioritize an incident?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable 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
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
1) Core Publications 2) Complimentary Guidance

45. What is a basline measurement?
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

46. What is the scope of the seven steps to improvement?
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
The level to which the service meets a customer's expectation.

47. What is a Process?
Service Desk - Technical management - IT Operation Management - Application Management
- New service - Major change to service - Removal of service - Changes to the SDP itself
Information Communication Technology
A set of activities to accomplish an objective.

48. ICT
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A service provider which functions within the business units they server.
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
Information Communication Technology

49. Who should the Information Security Policy be communicated to?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Everyone except for Type III service providers (third parties)
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

50. What is Request for Change (RFC)?
A formal proposal for a change
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
The ability to detect events - make sense of them and determine right control action