ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. A workload profile is also referred to as?
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)
Pattern of Business Activity (PBA)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The underlying cause of one or more failures


2. What is Data?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1. Business Service Catalogue 2. Technical Service Catalogue.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A set of discrete facts


3. Who should the Information Security Policy be communicated to?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Everyone except for Type III service providers (third parties)
Any event which disrupts - or which could disrupt - a service
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


4. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


5. BCP
A group of people - tools and resources used to carry out a process activity.
Responsible - Accountable - Consult - Inform
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Business Continuity Plan


6. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
Fit for purpose-the functionality of a product or service to meet a particular need.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


7. What is a Service Catalogue?
Addition - modification - removal of anything that could have an effect on IT 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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


8. How do services facilitate outcomes?
- Change Management - Service Asset & Config Management - Knowledge Management
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.
By enhancing the performance of tasks and reducing the effect of constraints.
Service Level Management


9. VBF
A set of activities to accomplish an objective.
Information Communication Technology
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
Vital Business Function


10. What is the business value of Service Operation?
IT Service Management
This is where the customer sees the actual value of the services
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
The process that supports the Business Continuity Management process by managing risks that could affect services.


11. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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
Application support


12. What is an incident?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
To control lifecycle of all changes to be made with minimal disruption to services


13. What are the Incident Management activities??
Incidents never become problems. They co-exist
It can improve utility and warranty of services incresing value.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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 -


14. CMS
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
Configuration Management System
Key Performance Indicator
The ability to detect events - make sense of them and determine right control action


15. What are the components of value?
- 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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


16. CI
Value of Investment
Pattern of Business Activity (PBA)
Configuration Item
A set of responsibilities defined in a process and assigned to a person or team.


17. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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.


18. What are the Service Transition processes??
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Request for Change
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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


19. Technical and Application Management are involved in ___________________

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


20. How do you prioritize an incident?
To provide a single source of information on all operational and ready for production services.
Request for Change
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
Governs the org's approach to Information Security Management


21. What is an Event?
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.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- 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


22. What is Utility?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Fit for purpose-the functionality of a product or service to meet a particular need.
Action taken to recover after a failed change or release.
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


23. What levels are baselines established at?

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


24. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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)
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!
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


25. Resources are _____
The result of an activity following a process or the delivery of a service.
Tangible assets
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Pattern of Business Activity


26. Who are the Key Stakeholders?
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
A service provider which functions within the business units they server.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To plan - schedule & control the build - test & deployment of releases


27. 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


28. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Define steps required to restore business process following disruption
A function that reflects the part of business process that is critical to success of business
The process that obtains value for money from suppliers.


29. When is the Service Design Package created or edited?
1) Preferences 2) Past experiences 3) Communications
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- New service - Major change to service - Removal of service - Changes to the SDP itself
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


30. What is the Business Value of Service Design?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
1) Quality Service 2) Cost-effective Services
Return on Investment
Incidents never become problems. They co-exist


31. Describe the Supplier Management process.
Incidents never become problems. They co-exist
Carry out one or more process activities
The process that obtains value for money from suppliers.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


32. CAM
Set of responsibilities - activities and authorities granted to a person or a team.
Change Advisory Board
Incidents never become problems. They co-exist
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


33. DIKW
Data - Information - Knowledge - Wisdom
- Release & Deployment - Transition Planning & Support
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Operation Level Agreement


34. What are the objectives of the Service Asset & Config Management (SACM) process??

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


35. What is the scope of Service Strategy??

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


36. What is an Outcome?
To provide a single source of information on all operational and ready for production services.
The result of an activity following a process or the delivery of a service.
- New service - Major change to service - Removal of service - Changes to the SDP itself
- 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


37. Internal Service Provider
Lifecycle wide process and relevant to all lifecycles
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
A service provider which functions within the business units they server.
A service provided by an IT service provider made up of a combination of IT - people and processes.


38. What interfacing processes are associated with Incident Management??
Agreement between an IT service provider and another part of same organization that assists with service provision
Any event which disrupts - or which could disrupt - a service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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.


39. What is the scope of Availability Management process?
It defines performance and the alignment of IT services with the business.
To be accountable for the operational management of the process.
A set of best practice publications for IT service management
It covers: - design - implementation - measurement -management -improvement of service and component availability


40. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


41. UC
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
It comes from providing context to data - Who? - What? - When? - Where?
Provide overall planning for service transition and coordinate resources required for it
Underpinning Contract


42. What is availability?
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.
Emergency Change Advisory Board
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
To be accountable for the operational management of the process.


43. What is Service Assets?
The result of an activity following a process or the delivery of a service.
Emergency Change Advisory Board
The basis for value creation including both resources and capabilities
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


44. Volume/Phase 4: Service Operation - What is it?
Underpinning Contract
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 phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Total Cost of Ownership


45. SCMIS
- 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
Supplier and Contract Management Information System
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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


46. What is the scope of Service Transition?
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.
1. Business Service Catalogue 2. Technical Service Catalogue.
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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


47. What is Value?

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


48. What is the purpose of Application 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
Is responsible for managing applications through their lifecycle
Critical Success Factor
The system used to collect and manage Config Items (CI's)


49. What topics are covered in Service Strategy?
ensuer goals of service design stage are met with single point of coordination within this stage
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Share perspectives - ideas - experience & info to enable informed decisions
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.


50. What is the business value of the service desk?
To plan - schedule & control the build - test & deployment of releases
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Governs the org's approach to Information Security Management