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. BCP
A set of responsibilities defined in a process and assigned to a person or team.
Request for Change
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
Business Continuity Plan

2. 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

3. 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

4. What are four Service Level Agreement Frameworks??
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- 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

5. What is a Role?
IT Service Management
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The phase that turns service strategy into a plan for delivering the business outcomes.
A set of responsibilities defined in a process and assigned to a person or team.

6. What is an IT Service?
After closure and it is linked to major incident review
IT Service Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

7. What is the scope of the Service Asset & Config Management (SACM) process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
- Capability constraints - Resource constraints - Utility constraints - And more...
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Includes management of the component lifecycle of every CI (config item)

8. What is the definition of Service Improvement Plan?
Speeds up resolution - Concern of data quality
Inputs - Outputs - Activities - Measurements - Roles
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

9. Describe the Design Coordination process.
The process in which goals and objectives of service design stage are met
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.
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

10. SKMS
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
ensuer goals of service design stage are met with single point of coordination within this stage
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Service Knowledge Management System

11. A capability is an _________________
intangible asset
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...
Is responsible for managing applications through their lifecycle
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

12. What actvities does Business Relationship Management Activities refer to?
Align new/changed services with business requirements - Maximize value to the business operations
Qualitative and Quantitative
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

13. What is the definition of Service Level Requirements?
A customer requirement for an aspect of an IT service
After closure and it is linked to major incident review
- 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
It can improve utility and warranty of services incresing value.

14. What is the purpose of Business Impact Analysis (BISA?
Align new/changed services with business requirements - Maximize value to the business operations
To quantify the impact to the business that loss of service would have
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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

15. 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...
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

16. OLA
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Service Level Management
Tangible assets
Operation Level Agreement

17. IT Ops and Application Management are involved in _____________________
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A set of activities to accomplish an objective.
Application support
Total Cost of Ownership

18. What is risk?
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.
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)
Definitive Media Library

19. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
All services under development - growth and Outlook.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

20. What is the Process Practitioner's responsibility?
Service Knowledge Management System
Carry out one or more process activities
The basis for value creation including both resources and capabilities
Service Desk - Technical management - IT Operation Management - Application Management

21. What is a Business Continuity Plan?
IT Service Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Assets such as server licenses and software licenses.
Define steps required to restore business process following disruption

22. SACM
Any event which disrupts - or which could disrupt - a service
Emergency Change Advisory Board
Service Asset and Configuration Management
Pattern of Business Activity (PBA)

23. RFC
Service Knowledge Management System
It can improve utility and warranty of services incresing value.
1. Business Service Catalogue 2. Technical Service Catalogue.
Request for Change

24. What is the business value of the service desk?
Inputs - Outputs - Activities - Measurements - Roles
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.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Accountable for the delivery of a specific service.

25. What does a process do?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
intangible asset
It takes inputs and turn them into outputs.

26. Describe the Supplier Management process.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The process that obtains value for money from suppliers.

27. What levels are baselines established at?

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

28. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
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 creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

29. What is Wisdom?
Service Level Management
Makes use of knowledge to create value through well-informed decisions
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

30. What is availability?
Tp provide the right for users to be able to use a service or group of services
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Align new/changed services with business requirements - Maximize value to the business operations
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.

31. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

32. What are the objectives of Continual Service Improvement??
Lifecycle wide process and relevant to all lifecycles
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
Align new/changed services with business requirements - Maximize value to the business operations
Pattern of Business Activity

33. What is Service Management?
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)
- 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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

34. What is the objective of Service Strategy
Single Point Of Contact
Services that provide customer with wanted business outcomes.
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

35. What is the Organization Level Agreement?
1) Quality Service 2) Cost-effective Services
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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

36. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
To be accountable for the operational management of the process.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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

37. What are the two types of customers?
A service provided by an IT service provider made up of a combination of IT - people and processes.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- Manage access - Respond to requests for granting access - Oversee access

38. What is the purpose of Service Design??
It takes inputs and turn them into outputs.
It can identify weaknesses or areas of improvements.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

39. What is the scope of Service Operation??
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
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.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The services themselves - Service management processes - Technology (management of infrastructure) - People

40. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
Used to store and manage knowledge - info and data.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The system used to collect and manage Config Items (CI's)

41. What is the role of Application Management?
- Capability constraints - Resource constraints - Utility constraints - And more...
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Carry out one or more process activities
- 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

42. What are the basic concepts 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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Is responsible for managing applications through their lifecycle
Access - Identity - Rights - Service or Service Groups - Directory Services

43. What are the objectives of the service desk??
Configuration Item
The underlying cause of one or more failures
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A function that reflects the part of business process that is critical to success of business

44. CAM
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!
Change Advisory Board
The process that obtains value for money from suppliers.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

45. What is the scope of the Service Design phase?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Makes use of knowledge to create value through well-informed decisions
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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

46. What are the objectives of the seven steps to improvement?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

47. 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

48. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
Configuration Management Database
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Configuration Item

49. What is the purpose of Application Management?
The underlying cause of one or more failures
Configuration Item
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Is responsible for managing applications through their lifecycle

50. What is an Event?
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.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1) Quality Service 2) Cost-effective Services