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 Definitive Media Library?

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

2. How can the impact of risk be measured?
The phase that turns service strategy into a plan for delivering the business outcomes.
Qualitative and Quantitative
Similar to incident model - For problems that have an expensive solution
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

3. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
To plan - schedule & control the build - test & deployment of releases
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)
Vital Business Function

4. What are the seven steps to improvement?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Used to store and manage knowledge - info and data.

5. What is the Deming Cycle?
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.
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Provide overall planning for service transition and coordinate resources required for it

6. What are CSF's?
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
It comes from providing context to data - Who? - What? - When? - Where?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

7. What is technical management?
To be accountable for the operational management of the process.
Supplier and Contract Management Information System
A set of responsibilities defined in a process and assigned to a person or team.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

8. What is a problem?
It covers: - design - implementation - measurement -management -improvement of service and component availability
1. Business Service Catalogue 2. Technical Service Catalogue.
Services that provide customer with wanted business outcomes.
The underlying cause of one or more failures

9. What is the purpose of the supplier management process?
Used to store and manage knowledge - info and data.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Utility 2) Warranty
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

10. What are three types of events?

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

11. What is the definition of a Service Review?
A function that reflects the part of business process that is critical to success of business
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.
Action taken to recover after a failed change or release.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

12. What is Warranty?
It comes from providing context to data - Who? - What? - When? - Where?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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)

13. What is the Process Manager's responsibility?
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 be accountable for the operational management of the process.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Manage access - Respond to requests for granting access - Oversee access

14. What is a Function?
A group of people - tools and resources used to carry out a process activity.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A group of people and the tools they use to perform one or more processes or activities.

15. What is Service Assets?
The basis for value creation including both resources and capabilities
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)
It takes inputs and turn them into outputs.
It's he process responsible for managing the lifecycle of all service requests from users

16. Describe the Service Catalogue Management process.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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.
To provide and maintain a single source of info on all operational and ready to be introduced services
The process to ensure that the level of availability in services needs agrees with the required needs

17. What is a Service Request?
- Vendor neutral - Non prescriptive - Best practice
Is a request from a user for info - advice - standard change - or access to an IT service
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

18. What is the purpose of Problem Management?
Includes management of the component lifecycle of every CI (config item)
Qualitative and Quantitative
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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

19. What is the purpose of Change Management?
A service provider which functions within the business units they server.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A role is defined in a process or function.
To control lifecycle of all changes to be made with minimal disruption to services

20. What is Remediation Planning?
- 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
Action taken to recover after a failed change or release.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

21. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
Executing the policies in information security management
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Everyone except for Type III service providers (third parties)

22. What are the processes related to Service Design?
To control lifecycle of all changes to be made with minimal disruption to services
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Service Asset and Configuration Management

23. What processes does the Change Management process interface with?
A customer requirement for an aspect of an IT service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The result of an activity following a process or the delivery of a service.

24. Describe the IT Service Continuity Management process.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Configuration Item
The process that supports the Business Continuity Management process by managing risks that could affect services.
Supplier and Contract Management Information System

25. Detail the Service Owner's repsonsibility.
Define steps required to restore business process following disruption
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

26. What is an Event?
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
A set of activities to accomplish an objective.
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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

27. What does a process do?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It takes inputs and turn them into outputs.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

28. What is the configuration baseline?
Data - Information - Knowledge - Wisdom
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.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

29. What are the 4 P's in Service Design used for?
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To provide a balanced view of overall service
- Capability constraints - Resource constraints - Utility constraints - And more...

30. What are the objectives of Availability Management process?
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A set of discrete facts

31. Detail the Process Owner's responsibilities
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
The process that obtains value for money from suppliers.
- 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
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

32. What is the purpose of Business Relationship Management??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It can identify weaknesses or areas of improvements.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

33. VBF
Strategic - Tactical - Operational - Commodity
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Vital Business Function
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

34. What is Business Value?
Services that provide customer with wanted business outcomes.
Business Continuity Management
Business Continuity Plan
1) Utility 2) Warranty

35. TCO
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
Any event which disrupts - or which could disrupt - a service
The process in which goals and objectives of service design stage are met
Total Cost of Ownership

36. Volume/Phase 3: Service Transition - What is it?
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.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

37. How do you escalate an incident?
Continual Service Improvement
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)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Release & Deployment - Transition Planning & Support

38. What is a Problem Model??
Pattern of Business Activity
Similar to incident model - For problems that have an expensive solution
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Request for Change

39. What is the purpose of Availability Management process?
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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
1) Customer Perception 2) Customer Preference 3) Business Outcomes
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

40. What is the scope of Availability Management process?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
It covers: - design - implementation - measurement -management -improvement of service and component availability
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Tangible assets

41. What does a Service Strategy define??
Information Communication Technology
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Any event which disrupts - or which could disrupt - a service

42. It's part of the SKMS (service knowledge management system)
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Speeds up resolution - Concern of data quality

43. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Share perspectives - ideas - experience & info to enable informed decisions
The services themselves - Service management processes - Technology (management of infrastructure) - People

44. DIKW
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Inputs - Outputs - Activities - Measurements - Roles
Used to store and manage knowledge - info and data.
Data - Information - Knowledge - Wisdom

45. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Services that are no longer available.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

46. What is a basline measurement?
By enhancing the performance of tasks and reducing the effect of constraints.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

47. What is an IT Service?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A service provided by an IT service provider made up of a combination of IT - people and processes.

48. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
The basis for value creation including both resources and capabilities
A group of people - tools and resources used to carry out a process activity.
The process in which goals and objectives of service design stage are met

49. 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

50. What is a Process Owner's responsibility?
To quantify the impact to the business that loss of service would have
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules