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. ECAB
Emergency Change Advisory Board
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
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.
Accountable for the delivery of a specific service.

2. What are the phases of Release & Deployment?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

3. What is a known error?
Problem that has a documented root cause and workaround
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.
Executing the policies in information security management
- Capability constraints - Resource constraints - Utility constraints - And more...

4. What is a Function?
It's he process responsible for managing the lifecycle of all service requests from users
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A group of people and the tools they use to perform one or more processes or activities.
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)

5. CSF
Critical Success Factor
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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

6. What is the role of Application Management?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- 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
Lifecycle wide process and relevant to all lifecycles

7. What communication is part of Service Operation?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
After closure and it is linked to major incident review
- 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

8. What are the objectives of the Service Level Management process?
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A service provided by an IT service provider made up of a combination of IT - people and processes.

9. CAB
Change Advisory Board
To provide best practice guidance to all types of organizations.
Underpinning Contract
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

10. What are the objectives of Request Fulfillment?
- 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
Single Point Of Contact
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
Request for Change

11. What is the purpose of Problem Management?
Internal Service Provider - Shared Service Unit - External Service Provider
1) Quality Service 2) Cost-effective Services
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

12. What are the objectives of Access Management?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Manage access - Respond to requests for granting access - Oversee access
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A formal proposal for major changes that involve high cost - risk or org. impact.

13. What are the four Service Operation functions?
Executing the policies in information security management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Functional requirements - SLAs - benefits and design constraints
Business Impact Analysis

14. What is the Process Practitioner's responsibility?
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Carry out one or more process activities
A service provided by an IT service provider made up of a combination of IT - people and processes.

15. KEDB
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The result of an activity following a process or the delivery of a service.
- Manage access - Respond to requests for granting access - Oversee access
Known Error Database

16. What are the objectives of the Capacity Management process?
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
Lifecycle wide process and relevant to all lifecycles
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- Vendor neutral - Non prescriptive - Best practice

17. What are the components of IT Operations Management?
Value of Investment
Underpinning Contract
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Ensure assets required to deliver service are controlled and info is available for them

18. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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.
1) Quality Service 2) Cost-effective Services

19. What is governance and what does it do?

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

20. What is an incident?
Configuration Management Database
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Critical Success Factor
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

21. What is an Outcome?
The result of an activity following a process or the delivery of a service.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni

22. What is the purpose of Application Management?
A set of responsibilities defined in a process and assigned to a person or team.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Is responsible for managing applications through their lifecycle
It's he process responsible for managing the lifecycle of all service requests from users

23. What is the purpose of Service Portfolio Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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

24. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.

25. What is IT Service Management?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- 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
Carry out one or more process activities
The implementation and management of IT services that meet the needs of the business.

26. What is the purpose of Business Relationship Management??
- Change Management - Service Asset & Config Management - Knowledge Management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It defines performance and the alignment of IT services with the business.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

27. What levels are baselines established at?

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

28. What are the two primary elements of value?
1) Utility 2) Warranty
A group of people - tools and resources used to carry out a process activity.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

29. What is the Process Manager's responsibility?
Configuration Management System
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
To be accountable for the operational management of the process.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

30. What is Knowledge?
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.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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

31. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
Supplier and Contract Management Information System
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

32. Describe the Service Level Management process.
Tp provide the right for users to be able to use a service or group of services
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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

33. What is the Capacity Plan?
Single Point Of Contact
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A role is defined in a process or function.

34. What is a major incident?
Any event which disrupts - or which could disrupt - a service
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- New service - Major change to service - Removal of service - Changes to the SDP itself
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

35. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The underlying cause of one or more failures
Problem that has a documented root cause and workaround
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

36. What is the scope of Incident Management?
A set of activities to accomplish an objective.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Any event which disrupts - or which could disrupt - a service

37. What is the scope of Request Fulfillment?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- 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
Up to each org to decide which service requests it will handle
The implementation and management of IT services that meet the needs of the business.

38. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
The underlying cause of one or more failures
Information Communication Technology
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

39. OLA
- Budgeting - Accounting - Charging (Billing)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Pattern of Business Activity
Operation Level Agreement

40. What are two kinds of IT Services?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The result of an activity following a process or the delivery of a service.
After closure and it is linked to major incident review
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)

41. What is an Alert?
The ability to detect events - make sense of them and determine right control action
A formal proposal for a change
- Capability constraints - Resource constraints - Utility constraints - And more...
Is a notification that a threshold has been reached - something has changed - or a failure has occured

42. Describe the IT Service Continuity Management process.
Continual Service Improvement
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The process that supports the Business Continuity Management process by managing risks that could affect services.

43. What does a Service Strategy define??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
The process that obtains value for money from suppliers.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

44. What is the purpose of Service Catalogue 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
Configuration Management Database
Makes use of knowledge to create value through well-informed decisions
To provide a single source of information on all operational and ready for production services.

45. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Supplier and Contract Management Information System

46. What is the UC?
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability
To provide and maintain a single source of info on all operational and ready to be introduced services
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

47. What interfacing processes are associated with Incident Management??
The result of an activity following a process or the delivery of a service.
Vital Business Function
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
It can identify weaknesses or areas of improvements.

48. 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

49. What is the purpose of Incident Management?
This is where the customer sees the actual value of the services
A set of activities to accomplish an objective.
The ability to detect events - make sense of them and determine right control action
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

50. SKMS
A function that reflects the part of business process that is critical to success of business
Service Desk - Technical management - IT Operation Management - Application Management
Everyone except for Type III service providers (third parties)
Service Knowledge Management System