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ITIL
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Study First
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 role of Application Management?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
2. What is the purpose of Service Strategy?
3. What are the two views of the Service Catalogue?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
Return on Investment
4. What is governance and what does it do?
5. What are the objectives of the Change Management Process?
6. CAB
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A service asset that needs to be managed to deliver a service
Change Advisory Board
7. What are examples of Config Items?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A structured set of activities designed to accomplish a specific objective.
Assets such as server licenses and software licenses.
1) Preferences 2) Past experiences 3) Communications
8. What is the purpose of Incident Management?
- Capability constraints - Resource constraints - Utility constraints - And more...
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
The underlying cause of one or more failures
The services themselves - Service management processes - Technology (management of infrastructure) - People
9. PBA
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
- 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
Tangible assets
Pattern of Business Activity
10. What is the Business Value of Service Design?
Tp provide the right for users to be able to use a service or group of services
1) Quality Service 2) Cost-effective Services
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
After closure and it is linked to major incident review
11. What is the definition of a Service Review?
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Speeds up resolution - Concern of data quality
It comes from providing context to data - Who? - What? - When? - Where?
12. How do services facilitate outcomes?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Strategic - Tactical - Operational - Commodity
By enhancing the performance of tasks and reducing the effect of constraints.
The services themselves - Service management processes - Technology (management of infrastructure) - People
13. What is the purpose of the Design Coordination process?
The ability to detect events - make sense of them and determine right control action
Vital Business Function
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
ensuer goals of service design stage are met with single point of coordination within this stage
14. What is the scope of Service Transition?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
After closure and it is linked to major incident review
Any event which disrupts - or which could disrupt - a service
- New service - Major change to service - Removal of service - Changes to the SDP itself
15. What types of metrics are there and what are they??
16. What are the objectives of the Service Asset & Config Management (SACM) process??
17. What is the purpose of the Information Security Management (ISM) process?
18. DIKW
Data - Information - Knowledge - Wisdom
A set of responsibilities defined in a process and assigned to a person or team.
After closure and it is linked to major incident review
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
19. What are the components of value?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Service Level Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
20. What are the two types of customers?
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)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
21. What is the Service Knowledge Management System (SKMS)?
To provide a balanced view of overall service
A formal proposal for a change
Used to store and manage knowledge - info and data.
Accountable for the delivery of a specific service.
22. What is the purpose of Business Relationship Management??
A service provided by an IT service provider made up of a combination of IT - people and processes.
Access - Identity - Rights - Service or Service Groups - Directory Services
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
23. RACI
Responsible - Accountable - Consult - Inform
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Set of responsibilities - activities and authorities granted to a person or a team.
Addition - modification - removal of anything that could have an effect on IT services
24. What is the purpose of Business Impact Analysis (BISA?
Supplier and Contract Management Information System
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To quantify the impact to the business that loss of service would have
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
25. What is the scope of Service Operation??
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Information Technology Infrastructure Library
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 services themselves - Service management processes - Technology (management of infrastructure) - People
26. What is a Process?
A set of activities to accomplish an objective.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
27. What is a Function?
Provide overall planning for service transition and coordinate resources required for it
All services under development - growth and Outlook.
A group of people and the tools they use to perform one or more processes or activities.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
28. What are the components of the ITIL framework?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
1) Core Publications 2) Complimentary Guidance
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
29. What is the purpose of Service Operation?
Information Technology Infrastructure Library
Incidents never become problems. They co-exist
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
- Manage access - Respond to requests for granting access - Oversee access
30. What does the service desk do??
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Tangible assets
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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.
31. Detail the Process Owner's responsibilities
Pattern of Business Activity (PBA)
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
Provide overall planning for service transition and coordinate resources required for it
The underlying cause of one or more failures
32. What is Information?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
It comes from providing context to data - Who? - What? - When? - Where?
- 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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
33. CSF
1) Utility 2) Warranty
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
Critical Success Factor
34. What is IT Service Management?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
The implementation and management of IT services that meet the needs of the business.
It takes inputs and turn them into outputs.
Carry out one or more process activities
35. What is the business value of the service desk?
To provide and maintain a single source of info on all operational and ready to be introduced services
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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 -
The services themselves - Service management processes - Technology (management of infrastructure) - People
36. What is the scope of Request Fulfillment?
Emergency Change Advisory Board
Carry out one or more process activities
Action taken to recover after a failed change or release.
Up to each org to decide which service requests it will handle
37. What are the five Service Operation processes?
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!
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Qualitative and Quantitative
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
38. What are the four Service Operation functions?
Service Desk - Technical management - IT Operation Management - Application Management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The services themselves - Service management processes - Technology (management of infrastructure) - People
Fit for Purpose - The functionality of a product or service from a customer's perspective.
39. What are the seven steps to improvement?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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
Governs the org's approach to Information Security Management
40. What are the Service Operation Functions??
Vital Business Function
- Budgeting - Accounting - Charging (Billing)
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
Service Desk - Technical management - IT Operation Management - Application Management
41. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
It defines performance and the alignment of IT services with the business.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
42. What is Value?
43. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Data - Information - Knowledge - Wisdom
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
44. When is the Service Design Package created or edited?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
Carry out one or more process activities
- New service - Major change to service - Removal of service - Changes to the SDP itself
45. CMS
The result of an activity following a process or the delivery of a service.
It defines performance and the alignment of IT services with the business.
Supplier and Contract Management Information System
Configuration Management System
46. What are the five stages of the Service Lifecycle?
- 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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Design - testing - improvements of CI's
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
47. What is a Process?
- 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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A structured set of activities designed to accomplish a specific objective.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
48. DML
Definitive Media Library
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Services that are no longer available.
It comes from providing context to data - Who? - What? - When? - Where?
49. What is the Service Owner's responsibility?
Single Point Of Contact
Accountable for the delivery of a specific service.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Definitive Media Library
50. What is the purpose of Availability Management process?
Configuration Management System
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features