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 scope of the seven steps to improvement?
The process that obtains value for money from suppliers.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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

2. What is the business value of Service Operation?
Business Continuity Plan
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
This is where the customer sees the actual value of the services
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

3. What is the purpose of Problem Management?
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

4. When do you conduct a major problem review?
After closure and it is linked to major incident review
To provide a single source of information on all operational and ready for production services.
Configuration Item
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.

5. What are the components of value?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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 customers - The services - How value is created - How assets underpin value - The delivery and funding model
1) Customer Perception 2) Customer Preference 3) Business Outcomes

6. What is the configuration baseline?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Tangible assets
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.
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.

7. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- Budgeting - Accounting - Charging (Billing)
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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

8. What are three types of events?

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

9. What should Major Problem Review focus on?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

10. What is the Service Knowledge Management System (SKMS)?
Return on Investment
Used to store and manage knowledge - info and data.
Design - testing - improvements of CI's
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

11. What are the design constraints for a service?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- Capability constraints - Resource constraints - Utility constraints - And more...
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Problem that has a documented root cause and workaround

12. Where is a role defined?
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
A role is defined in a process or function.
A formal proposal for major changes that involve high cost - risk or org. impact.
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.

13. CMDB
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
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)
Configuration Management Database

14. A workload profile is also referred to as?
The services themselves - Service management processes - Technology (management of infrastructure) - People
A function that reflects the part of business process that is critical to success of business
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Pattern of Business Activity (PBA)

15. What are the activities associated with Problem Management?
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
Align new/changed services with business requirements - Maximize value to the business operations
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

16. What is the CSI approach?

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

17. What are the components of the ITIL framework?
- Vendor neutral - Non prescriptive - Best practice
Critical Success Factor
1) Core Publications 2) Complimentary Guidance
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

18. External Service Provider
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Qualitative and Quantitative

19. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- 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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Value of Investment

20. What is Knowledge?
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!
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Access - Identity - Rights - Service or Service Groups - Directory Services
Continual Service Improvement

21. What is a Problem Model??
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Similar to incident model - For problems that have an expensive solution
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

22. KPI
Definitive Media Library
Key Performance Indicator
Data - Information - Knowledge - Wisdom
Action taken to recover after a failed change or release.

23. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Makes use of knowledge to create value through well-informed decisions
A group of people and the tools they use to perform one or more processes or activities.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Emergency Change Advisory Board

24. What are the objectives of the Service Design phase?
- 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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

25. What is a Role?
The ability to detect events - make sense of them and determine right control action
A set of responsibilities defined in a process and assigned to a person or team.
- 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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

26. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The phase that turns service strategy into a plan for delivering the business outcomes.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Similar to incident model - For problems that have an expensive solution

27. What is the purpose of the Transition Planning & Support process?
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.
Operation Level Agreement
Provide overall planning for service transition and coordinate resources required for it
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized

28. Volume/Phase 3: Service Transition - What is it?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Single Point Of Contact
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.
Key Performance Indicator

29. What are the objectives of Access 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
- 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
intangible asset

30. 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

31. What is Utilitiy?

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

32. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
It takes inputs and turn them into outputs.
Pattern of Business Activity
A group of people and the tools they use to perform one or more processes or activities.

33. What does the service desk do??
1) Core Publications 2) Complimentary Guidance
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Configuration Item
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

34. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
IT Service Management
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

35. What is ITIL?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A set of best practice publications for IT service management
A group of people - tools and resources used to carry out a process activity.
Includes the processes - systems & functions to package - build - test and deploy a release in live use

36. BCM
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To provide best practice guidance to all types of organizations.
Business Continuity Management
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

37. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Problem that has a documented root cause and workaround
Service Knowledge Management System
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

38. What are Retired Services?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A set of best practice publications for IT service management
Services that are no longer available.
Operation Level Agreement

39. What are the layers of the Configuration Management System (CMS)?
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Application support

40. What is Data?
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
To provide best practice guidance to all types of organizations.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A set of discrete facts

41. What are the five Service Operation processes?
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
A function that reflects the part of business process that is critical to success of business

42. Name the characteristics of value
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
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

43. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To provide a single source of information on all operational and ready for production services.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

44. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Set of responsibilities - activities and authorities granted to a person or a team.

45. Describe the Service Catalogue Management process.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
To provide and maintain a single source of info on all operational and ready to be introduced services

46. Internal Service Provider
To plan - schedule & control the build - test & deployment of releases
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.
A service provider which functions within the business units they server.
A role is defined in a process or function.

47. What are the objectives of Service Transition?
A function that reflects the part of business process that is critical to success of business
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
The process to ensure that the level of availability in services needs agrees with the required needs
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

48. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Internal Service Provider - Shared Service Unit - External Service Provider
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

49. What is Remediation Planning?
Speeds up resolution - Concern of data quality
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
Action taken to recover after a failed change or release.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

50. What are KPI's?
It can improve utility and warranty of services incresing value.
Total Cost of Ownership
To be accountable for the operational management of the process.
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)

Sorry!:) No result found.

Can you answer 50 questions in 15 minutes?

Major Subjects
Tests & Exams AP CLEP DSST GRE SAT GMAT	Certifications CISSP go to https://www.isc2.org/ PMP ITIL RHCE MCTS More...	IT Skills Android Programming Data Modeling Objective C Programming Basic Python Programming Adobe Illustrator More...	Business Skills Advertising Techniques Business Accounting Basics Business Strategy Human Resource Management Marketing Basics More...
Soft Skills Body Language People Skills Public Speaking Persuasion Job Hunting And Resumes More...	Vocabulary GRE Vocab SAT Vocab TOEFL Essential Vocab Basic English Words For All Global Words You Should Know Business English More...	Languages AP German Vocab AP Latin Vocab SAT Subject Test: French Italian Survival Norwegian Survival More...	Engineering Audio Engineering Computer Science Engineering Aerospace Engineering Chemical Engineering Structural Engineering More...
Health Sciences Basic Nursing Skills Health Science Language Fundamentals Veterinary Technology Medical Language Cardiology Clinical Surgery More...	English Grammar Fundamentals Literary And Rhetorical Vocab Elements Of Style Vocab Introduction To English Major Complete Advanced Sentences Literature Homonyms More...	Math Algebra Formulas Basic Arithmetic: Measurements Metric Conversions Geometric Properties Important Math Facts Number Sense Vocab Business Math More...	Other Major Subjects Science Economics History Law Performing-arts Cooking Logic & Reasoning Trivia

Test your basic knowledge |

ITIL

Sorry!:) No result found.

Can you answer 50 questions in 15 minutes?

Let me suggest you:

Browse all subjects

Browse all tests

Most popular tests

Major Subjects

Tests & Exams

Certifications

IT Skills

Business Skills

Soft Skills

Vocabulary

Languages

Engineering

Health Sciences

English

Math

Other Major Subjects

Browse all subjects

Browse all tests

Most popular tests