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 are the objectives of the Knowledge Management process??
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
Data - Information - Knowledge - Wisdom
Problem that has a documented root cause and workaround

2. What is the purpose of IT Operations Management?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Key Performance Indicator
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

3. What is the definition of a Service Level Agreement Monitoring Chart?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
After closure and it is linked to major incident review
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

4. RFC
To control lifecycle of all changes to be made with minimal disruption to services
A formal proposal for a change
Request for Change
- Release & Deployment - Transition Planning & Support

5. What is the Business Value of Service Strategy?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Underpinning Contract
Internal Service Provider - Shared Service Unit - External Service Provider
It defines performance and the alignment of IT services with the business.

6. What is stored in the Service Knowledge Management System (SKMS)??

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

7. What is a known error?
Problem that has a documented root cause and workaround
Definitive Media Library
Critical Success Factor
Known Error Database

8. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It can improve utility and warranty of services incresing value.
A formal proposal for a change

9. PBA
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A service provider which functions within the business units they server.
Pattern of Business Activity
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

10. What are the activities associated with Problem Management?
1) Utility 2) Warranty
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Services that are no longer available.

11. What is the purpose of Service Operation?
Business Continuity Management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

12. What topics are covered in Service Strategy?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Change Advisory Board
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

13. What is the scope of Availability Management process?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The process that supports the Business Continuity Management process by managing risks that could affect services.
It covers: - design - implementation - measurement -management -improvement of service and component availability

14. What processes does the Change Management process interface with?
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- New service - Major change to service - Removal of service - Changes to the SDP itself
Fit for Purpose - The functionality of a product or service from a customer's perspective.

15. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Define steps required to restore business process following disruption

16. Why is automation of technology and architecture beneficial?
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
It can improve utility and warranty of services incresing value.
The level to which the service meets a customer's expectation.
Operation Level Agreement

17. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
Critical Success Factor
Underpinning Contract
A formal proposal for a change

18. What are the technical management groups?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Configuration Management System
Return on Investment
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

19. What is the scope of Request Fulfillment?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Carry out one or more process activities
Up to each org to decide which service requests it will handle
Is a request from a user for info - advice - standard change - or access to an IT service

20. Who should the Information Security Policy be communicated to?
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
Set of responsibilities - activities and authorities granted to a person or a team.
Everyone except for Type III service providers (third parties)
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

21. What is the definition of a Service Review?
A customer requirement for an aspect of an IT service
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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 meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

22. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- New service - Major change to service - Removal of service - Changes to the SDP itself

23. What are the objectives of the Change Management Process?

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

24. Volume/Phase 4: Service Operation - What is it?
Used to store and manage knowledge - info and data.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The process that supports the Business Continuity Management process by managing risks that could affect services.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

25. What is the role of Application Management?
Is responsible for managing applications through their lifecycle
- 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
Total Cost of Ownership
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

26. What are some Service Level Management Activities?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It defines performance and the alignment of IT services with the business.
IT Service Management
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

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. ITIL
Continual Service Improvement
Tangible assets
Information Technology Infrastructure Library
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

29. 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
- Capability constraints - Resource constraints - Utility constraints - And more...
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Ensure assets required to deliver service are controlled and info is available for them

30. What are the five Service Operation processes?
Responsible - Accountable - Consult - Inform
1. Business Service Catalogue 2. Technical Service Catalogue.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Change Advisory Board

31. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Known Error Database
Agreement between an IT service provider and another part of same organization that assists with service provision
Design - testing - improvements of CI's

32. What is an incident?
Services that are no longer available.
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A structured set of activities designed to accomplish a specific objective.

33. What is the Information Security Policy?

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

34. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Services that are no longer available.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

35. What is the Capacity Plan?
Information Communication Technology
Known Error Database
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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)

36. What is the scope of the Transition Planning & Support process?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Agreement between an IT service provider and another part of same organization that assists with service provision
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.

37. What is a Problem Model??
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The system used to collect and manage Config Items (CI's)
Similar to incident model - For problems that have an expensive solution
It can improve utility and warranty of services incresing value.

38. What is the purpose of Event Management?
Service Level Management
The ability to detect events - make sense of them and determine right control action
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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

39. What is the scope of the Service Asset & Config Management (SACM) process?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Includes management of the component lifecycle of every CI (config item)

40. Where is a role defined?
It defines performance and the alignment of IT services with the business.
A role is defined in a process or function.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1) Core Publications 2) Complimentary Guidance

41. Why is ITIL successful?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- Vendor neutral - Non prescriptive - Best practice
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

42. BIA
Governs the org's approach to Information Security Management
Business Impact Analysis
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

43. What Service Transition processes primarily support the Service Transition phase?
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Release & Deployment - Transition Planning & Support
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.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

44. What are the objectives of the Service Design phase?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Budgeting - Accounting - Charging (Billing)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

45. What are the components of the ITIL framework?
Known Error Database
- New service - Major change to service - Removal of service - Changes to the SDP itself
Up to each org to decide which service requests it will handle
1) Core Publications 2) Complimentary Guidance

46. DIKW
Accountable for the delivery of a specific service.
Data - Information - Knowledge - Wisdom
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

47. What is ITIL?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A set of best practice publications for IT service management
Business Impact Analysis
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.

48. What actvities does Business Relationship Management Activities refer to?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Business Impact Analysis
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Information Communication Technology

49. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Addition - modification - removal of anything that could have an effect on IT services
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.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

50. What is IT Service Management?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.
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)
The implementation and management of IT services that meet the needs of the business.