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 role of technical management?
- 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
Is responsible for managing applications through their lifecycle
A function that reflects the part of business process that is critical to success of business
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

2. 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
- Manage access - Respond to requests for granting access - Oversee access
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
A set of responsibilities defined in a process and assigned to a person or team.

3. What processes does Financial Management include?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
- Budgeting - Accounting - Charging (Billing)

4. 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

5. What is the scope of Service Transition?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Problem that has a documented root cause and workaround
Value of Investment
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

6. What is the scope of the Service Asset & Config Management (SACM) process?
Services that provide customer with wanted business outcomes.
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
Includes management of the component lifecycle of every CI (config item)
The services themselves - Service management processes - Technology (management of infrastructure) - People

7. What is the scope of the Service Design phase?
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
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

8. What is a Function?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A group of people and the tools they use to perform one or more processes or activities.
The level to which the service meets a customer's expectation.
- 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

9. What are Retired Services?
Services that are no longer available.
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
Operation Level Agreement
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

10. What is a known error?
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)
Change Advisory Board
To provide and maintain a single source of info on all operational and ready to be introduced services
Problem that has a documented root cause and workaround

11. UC
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Underpinning Contract
A service provider which functions within the business units they server.

12. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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 process to ensure that the level of availability in services needs agrees with the required needs

13. SACM
1) Core Publications 2) Complimentary Guidance
Similar to incident model - For problems that have an expensive solution
Service Asset and Configuration 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

14. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
Pattern of Business Activity
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

15. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
Ensure assets required to deliver service are controlled and info is available for them
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

16. What are the seven steps to improvement?
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
Agreement between an IT service provider and another part of same organization that assists with service provision
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

17. What is a Resource?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A group of people - tools and resources used to carry out a process activity.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Information Communication Technology

18. 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

19. What are the objectives of the service desk??
Definitive Media Library
intangible asset
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define steps required to restore business process following disruption

20. What are the objectives of Continual Service Improvement??
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
Critical Success Factor
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
Keep it simple - Use multi-level categorization - Use categorization for reporting

21. Shared Services Unit
Configuration Management Database
Strategic - Tactical - Operational - Commodity
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.
Return on Investment

22. Why is automation of technology and architecture beneficial?
Information Technology Infrastructure Library
It can improve utility and warranty of services incresing value.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Operation Level Agreement

23. What are the objectives of the Transition Planning & Support process?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1) Utility 2) Warranty
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...

24. What is the purpose of Event Management?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The ability to detect events - make sense of them and determine right control action
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

25. What are the two types of Service Catalogues?
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.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1. Business Service Catalogue 2. Technical Service Catalogue.
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

26. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
Supplier and Contract Management Information System
A formal proposal for a change
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

27. DML
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Definitive Media Library
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A set of best practice publications for IT service management

28. What is the Configuration Management System (CMS)?

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

29. What are the Service Strategy processes and functions?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
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

30. What is Value?

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

31. What are the objectives of IT Operations Management?
Responsible - Accountable - Consult - Inform
Inputs - Outputs - Activities - Measurements - Roles
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Ownership regardless of escalation remains with the service desk

32. What are the Capacity Sun- Processes?
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.
A group of people and the tools they use to perform one or more processes or activities.
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)
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab

33. What are the objectives of the Capacity Management process?
This is where the customer sees the actual value of the services
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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 workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

34. What actvities does Business Relationship Management Activities refer to?
Fit for purpose-the functionality of a product or service to meet a particular need.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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
A structured set of activities designed to accomplish a specific objective.

35. What are the components of the ITIL framework?
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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
1) Core Publications 2) Complimentary Guidance

36. What are the basic concepts of Access Management?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Access - Identity - Rights - Service or Service Groups - Directory Services
Key Performance Indicator

37. What is a benefit of a RACI matrix?
Executing the policies in information security management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- 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
It can identify weaknesses or areas of improvements.

38. What is the purpose of Service Design??
Carry out one or more process activities
Share perspectives - ideas - experience & info to enable informed decisions
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

39. What is a Service Catalogue?
To quantify the impact to the business that loss of service would have
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.
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 -

40. What is a Service Portfolio?
The process in which goals and objectives of service design stage are met
Inputs - Outputs - Activities - Measurements - Roles
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.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

41. What is Warranty?
Up to each org to decide which service requests it will handle
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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

42. 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.)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A customer requirement for an aspect of an IT service
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

43. KPI
Key Performance Indicator
- 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
Qualitative and Quantitative
A service provided by an IT service provider made up of a combination of IT - people and processes.

44. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To plan - schedule & control the build - test & deployment of releases
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

45. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
The basis for value creation including both resources and capabilities
Incident management - Problem management - Event management - Request Fulfillment - Access Management

46. What is the scope of Problem Management?
Pattern of Business Activity (PBA)
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
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
Information Technology Infrastructure Library

47. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A service provided by an IT service provider made up of a combination of IT - people and processes.
Qualitative and Quantitative
Define steps required to restore business process following disruption

48. What is a Process?
A structured set of activities designed to accomplish a specific objective.
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
Data - Information - Knowledge - Wisdom
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

49. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A formal proposal for major changes that involve high cost - risk or org. impact.

50. Describe the Information Security Management process.
Addition - modification - removal of anything that could have an effect on IT services
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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 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.