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. What is the CSI approach?

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


2. Shared Services Unit
It can improve utility and warranty of services incresing value.
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
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.


3. What Service Transition processes primarily support the Service Transition phase?
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
- Release & Deployment - Transition Planning & Support
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Key Performance Indicator


4. BCP
Business Continuity Plan
Action taken to recover after a failed change or release.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Services that provide customer with wanted business outcomes.


5. What levels are baselines established at?

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


6. What is a Capability?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Capability constraints - Resource constraints - Utility constraints - And more...
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


7. What activities support Continual Service Improvement?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
Emergency Change Advisory Board
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.


8. What is a problem?
- Release & Deployment - Transition Planning & Support
Service Knowledge Management System
- New service - Major change to service - Removal of service - Changes to the SDP itself
The underlying cause of one or more failures


9. What is a Service Portfolio?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
IT Service Management
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.
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)


10. What are the objectives of Application Management?

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


11. What is a Problem Model??
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.
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
The process that obtains value for money from suppliers.
Similar to incident model - For problems that have an expensive solution


12. What processes interfaces with Problem Management?
Known Error Database
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A set of discrete facts
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step


13. What is the Definitive Media Library?

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


14. What is the definition of a Service Level Agreement Monitoring Chart?
A structured set of activities designed to accomplish a specific objective.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A formal proposal for a change
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


15. What are KPI's?
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)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Vital Business Function


16. What are the ITSCM process activities??
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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 -
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)


17. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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.
Assets such as server licenses and software licenses.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


18. What are the activities associated with Problem Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
Change Advisory Board


19. SCMIS
A function that reflects the part of business process that is critical to success of business
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...
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
Supplier and Contract Management Information System


20. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
A service provided by an IT service provider made up of a combination of IT - people and processes.


21. What are the Change Types?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
1) Quality Service 2) Cost-effective Services
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- 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


22. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
The level to which the service meets a customer's expectation.
1) Core Publications 2) Complimentary Guidance
- 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


23. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
It can improve utility and warranty of services incresing value.
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's he process responsible for managing the lifecycle of all service requests from users


24. What are the objectives of technical management?

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


25. What is the Process Manager's responsibility?
Value of Investment
Application support
Configuration Management System
To be accountable for the operational management of the process.


26. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
Ownership regardless of escalation remains with the service desk
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Makes use of knowledge to create value through well-informed decisions


27. What are the components of value?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Is responsible for managing applications through their lifecycle
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
1) Customer Perception 2) Customer Preference 3) Business Outcomes


28. What is the scope of Incident Management?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Any event which disrupts - or which could disrupt - a service
Carry out one or more process activities


29. What are the two views of the Service Catalogue?
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.
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)


30. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
It's he process responsible for managing the lifecycle of all service requests from users
Functional requirements - SLAs - benefits and design constraints
A customer requirement for an aspect of an IT service


31. What is the scope of the Knowledge Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Lifecycle wide process and relevant to all lifecycles
It takes inputs and turn them into outputs.
The result of an activity following a process or the delivery of a service.


32. SLM
Change Advisory Board
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Service Level Management
Vital Business Function


33. 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


34. CSF
Critical Success Factor
- 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
- 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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


35. What is a basline measurement?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


36. What is the scope of Continual Service Improvement??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


37. Describe Time Scales of Incident Management

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


38. How do you categorize an incident?
All services under development - growth and Outlook.
Align new/changed services with business requirements - Maximize value to the business operations
Keep it simple - Use multi-level categorization - Use categorization for reporting
Return on Investment


39. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
Application support
The implementation and management of IT services that meet the needs of the business.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


40. What is a workaround?
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 -
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- Vendor neutral - Non prescriptive - Best practice
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


41. What is the purpose of Business Impact Analysis (BISA?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To quantify the impact to the business that loss of service would have
This is where the customer sees the actual value of the services
Incidents never become problems. They co-exist


42. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.
Service Level Management


43. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Includes the processes - systems & functions to package - build - test and deploy a release in live use
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


44. What is Service Assets?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Business Impact Analysis
The basis for value creation including both resources and capabilities
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


45. A capability is an _________________
Data - Information - Knowledge - Wisdom
intangible asset
This is where the customer sees the actual value of the services
Fit for Purpose - The functionality of a product or service from a customer's perspective.


46. What should an incident model include??
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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 to ensure that the level of availability in services needs agrees with the required needs
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


47. Describe the Information Security Management process.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Service Desk - Technical management - IT Operation Management - Application Management


48. What drives service design?
Business Impact Analysis
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.
Functional requirements - SLAs - benefits and design constraints
Define steps required to restore business process following disruption


49. What are the objectives of Continual Service Improvement??
Is a request from a user for info - advice - standard change - or access to an IT service
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab


50. What is Warranty?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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) 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)