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. Resources are _____
To be accountable for the operational management of the process.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Tangible assets
Configuration Item


2. Who are the Key Stakeholders?
Critical Success Factor
To provide best practice guidance to all types of organizations.
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.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


3. What does a Service Strategy define??
Services that provide customer with wanted business outcomes.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
It comes from providing context to data - Who? - What? - When? - Where?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


4. What is the purpose of the Transition Planning & Support process?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Provide overall planning for service transition and coordinate resources required for it
Inputs - Outputs - Activities - Measurements - Roles
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


5. DIKW
Data - Information - Knowledge - Wisdom
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Preferences 2) Past experiences 3) Communications


6. CMDB
Configuration Management Database
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Problem that has a documented root cause and workaround
- 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


7. 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.)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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
Responsible - Accountable - Consult - Inform


8. What are the objectives of Access Management?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
intangible asset
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Manage access - Respond to requests for granting access - Oversee access


9. What is the purpose of Access Management?
A set of activities to accomplish an objective.
Tangible assets
Tp provide the right for users to be able to use a service or group of 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


10. What are the two views of the Service Catalogue?
Single Point Of Contact
To provide and maintain a single source of info on all operational and ready to be introduced services
1. Business Service Catalogue 2. Technical Service Catalogue.
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)


11. What is a Service Request?
The ability to detect events - make sense of them and determine right control action
A formal proposal for major changes that involve high cost - risk or org. impact.
Is a request from a user for info - advice - standard change - or access to an IT service
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


12. What is the scope of Access Management?
Executing the policies in information security management
Known Error Database
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.


13. Define Patterns of Business Activity (PBA)?
Includes management of the component lifecycle of every CI (config item)
Define steps required to restore business process following disruption
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


14. Why do organizations use ITIL?
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.
Define steps required to restore business process following disruption
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Information Technology Infrastructure Library


15. What is a known error?
Problem that has a documented root cause and workaround
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


16. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Similar to incident model - For problems that have an expensive solution
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)


17. 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


18. RACI
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Set of responsibilities - activities and authorities granted to a person or a team.
Responsible - Accountable - Consult - Inform
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


19. What is the scope of the Release & Deployment Management process?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Business Impact Analysis
Pattern of Business Activity


20. What does a process do?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It takes inputs and turn them into outputs.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


21. What is Change?
Addition - modification - removal of anything that could have an effect on IT services
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The process to ensure that the level of availability in services needs agrees with the required needs
After closure and it is linked to major incident review


22. What is the scope of the Service Design phase?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
The phase that turns service strategy into a plan for delivering the business outcomes.
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
A formal proposal for a change


23. What types of metrics are there and what are they??

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


24. What are the objectives of the Service Design phase?
Executing the policies in information security management
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


25. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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 means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


26. What are the two types of Service Catalogues?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Access - Identity - Rights - Service or Service Groups - Directory Services
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Business Service Catalogue 2. Technical Service Catalogue.


27. What is a Service Pipeline?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
All services under development - growth and Outlook.
Speeds up resolution - Concern of data quality
- Manage access - Respond to requests for granting access - Oversee access


28. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ownership regardless of escalation remains with the service desk


29. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


30. What are the options of organizational structures of a service desk?
- 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
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!
A service provided by an IT service provider made up of a combination of IT - people and processes.
intangible asset


31. Describe the Availability Management process.
The underlying cause of one or more failures
The process to ensure that the level of availability in services needs agrees with the required needs
- 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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


32. What processes are related to of Service Operation??
A customer requirement for an aspect of an 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.
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
Incident management - Problem management - Event management - Request Fulfillment - Access Management


33. What is the Business Value of Service Design?
- 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
1) Quality Service 2) Cost-effective Services
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1) Customer Perception 2) Customer Preference 3) Business Outcomes


34. What are the three types of services?
After closure and it is linked to major incident review
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Request for Change
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


35. What is an Alert?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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)
Keep it simple - Use multi-level categorization - Use categorization for reporting


36. What is the purpose of the IT Service Continuity Management (ITSCM) process?
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
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)
Problem that has a documented root cause and workaround
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


37. What is the Service Design Package?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


38. 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


39. What is the purpose of Problem Management?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Keep it simple - Use multi-level categorization - Use categorization for reporting
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


40. TCO
Total Cost of Ownership
The system used to collect and manage Config Items (CI's)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Configuration Item


41. 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


42. What are the supplier categories??
Addition - modification - removal of anything that could have an effect on 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.)
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Strategic - Tactical - Operational - Commodity


43. What are the components of the ITIL framework?
Continual Service Improvement
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Core Publications 2) Complimentary Guidance
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


44. What are the objectives of the Service Level Management process?
Pattern of Business Activity (PBA)
The level to which the service meets a customer's expectation.
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


45. What is Value?

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


46. What are the Change Types?
- 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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- 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
Internal Service Provider - Shared Service Unit - External Service Provider


47. Describe Time Scales of Incident Management

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


48. What is the purpose of Service Transition?
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)
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Service Knowledge Management System
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages


49. What is the purpose of the Design Coordination process?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
ensuer goals of service design stage are met with single point of coordination within this stage
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change


50. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
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.
- Release & Deployment - Transition Planning & Support