Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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)
Is a request from a user for info - advice - standard change - or access to an IT service
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

2. VOI
- Manage access - Respond to requests for granting access - Oversee access
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Value of Investment
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

3. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
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)
A structured set of activities designed to accomplish a specific objective.
A formal proposal for a change

4. What is the purpose of IT Operations Management?
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
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
Services that are no longer available.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

5. What is the scope of Service Operation??
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Similar to incident model - For problems that have an expensive solution
To provide best practice guidance to all types of organizations.
The services themselves - Service management processes - Technology (management of infrastructure) - People

6. What is an incident?
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - 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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

7. What is Vital Business Functions?
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
A 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.
A function that reflects the part of business process that is critical to success of business

8. 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
A formal proposal for a change
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

9. How do you escalate an incident?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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)
Service Desk - Technical management - IT Operation Management - Application Management
Carry out one or more process activities

10. What activities support Continual Service Improvement?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- 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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

11. What is the UC?
The system used to collect and manage Config Items (CI's)
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Business Continuity Plan
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.

12. UC
Underpinning Contract
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Tp provide the right for users to be able to use a service or group of services
It can identify weaknesses or areas of improvements.

13. What are the Change Types?
Business Impact Analysis
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.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- 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

14. What is the purpose of Incident Management?
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- New service - Major change to service - Removal of service - Changes to the SDP itself
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

15. What is the Configuration Management System (CMS)?
The system used to collect and manage Config Items (CI's)
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

16. What are the three Service Design Agreements?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Application support

17. What is the role of Application Management?
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
Lifecycle wide process and relevant to all lifecycles
Functional requirements - SLAs - benefits and design constraints
- 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

18. What is a Service Request?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Release & Deployment - Transition Planning & Support
Is a request from a user for info - advice - standard change - or access to an IT service
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

19. What is a Config Item (CI)?
A group of people - tools and resources used to carry out a process activity.
It can improve utility and warranty of services incresing value.
A service asset that needs to be managed to deliver a service
Define steps required to restore business process following disruption

20. Describe the Supplier Management process.
Known Error Database
Set of responsibilities - activities and authorities granted to a person or a team.
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
The process that obtains value for money from suppliers.

21. CSI
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
Continual Service Improvement
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

22. What are the objectives of Event Management?
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
To provide a single source of information on all operational and ready for production services.
Everyone except for Type III service providers (third parties)
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

23. What is the scope of the Service Level Management process?
Design - testing - improvements of CI's
The process that supports the Business Continuity Management process by managing risks that could affect services.
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)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

24. What is a major incident?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A formal proposal for a change
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

25. What Service Transition processes support all lifecycle phases?
Functional requirements - SLAs - benefits and design constraints
- Change Management - Service Asset & Config Management - Knowledge Management
Carry out one or more process activities
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

26. What is an Event?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
It defines performance and the alignment of IT services with the business.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Tangible assets

27. SLM
Service Level Management
Any event which disrupts - or which could disrupt - a service
Up to each org to decide which service requests it will handle
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

28. What is the role of technical management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To control lifecycle of all changes to be made with minimal disruption to services
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

29. What is a Business Continuity Plan?
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
Define steps required to restore business process following disruption
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.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

30. Internal Service Provider
The process to ensure that the level of availability in services needs agrees with the required needs
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)
Strategic - Tactical - Operational - Commodity
A service provider which functions within the business units they server.

31. What influences the expected service?
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.
1) Preferences 2) Past experiences 3) Communications
Service Knowledge Management System
Qualitative and Quantitative

32. What is a Service?
Lifecycle wide process and relevant to all lifecycles
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

33. What is Request for Change (RFC)?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1. Business Service Catalogue 2. Technical Service Catalogue.
A formal proposal for a change
Fit for Purpose - The functionality of a product or service from a customer's perspective.

34. OLA
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Service Desk - Technical management - IT Operation Management - Application Management
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Operation Level Agreement

35. Technical and Application Management are involved in ___________________
Design - testing - improvements of CI's
A service asset that needs to be managed to deliver a service
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

36. Describe the Information Security Management process.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- 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) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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.

37. What is availability?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Includes management of the component lifecycle of every CI (config item)

38. What are three types of events?
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
It can improve utility and warranty of services incresing value.
Makes use of knowledge to create value through well-informed decisions

39. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
- 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
- Vendor neutral - Non prescriptive - Best practice
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

40. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It takes inputs and turn them into outputs.
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
Makes use of knowledge to create value through well-informed decisions

41. SCMIS
1) Preferences 2) Past experiences 3) Communications
Supplier and Contract Management Information System
A group of people - tools and resources used to carry out a process activity.
1. Business Service Catalogue 2. Technical Service Catalogue.

42. What is the Information Security Policy?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Governs the org's approach to Information Security Management
A structured set of activities designed to accomplish a specific objective.
A set of responsibilities defined in a process and assigned to a person or team.

43. What are the technical management groups?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- Release & Deployment - Transition Planning & Support
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Includes management of the component lifecycle of every CI (config item)

44. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

45. What does the service desk do??
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
Information Technology Infrastructure Library
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

46. What is Service Assets?
All services under development - growth and Outlook.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The basis for value creation including both resources and capabilities
1) Customer Perception 2) Customer Preference 3) Business Outcomes

47. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A group of people and the tools they use to perform one or more processes or activities.
ensuer goals of service design stage are met with single point of coordination within this stage
The basis for value creation including both resources and capabilities

48. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

49. What is a Change Proposal?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- Change Management - Service Asset & Config Management - Knowledge Management
A formal proposal for major changes that involve high cost - risk or org. impact.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

50. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Keep it simple - Use multi-level categorization - Use categorization for reporting
Information Technology Infrastructure Library
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

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ITIL

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Test your basic knowledge |

ITIL

Tiny Skills: 250+ Skill Guides in 1 Book 13 Skills Types | 550 Pages | Only $9.95 | PDF / EPub, Kindle Ready

Top Scores

Link to This Test

Related Subjects

Tiny Skills: 250+ Skill Guides in 1 Book
13 Skills Types | 550 Pages | Only $9.95 | PDF / EPub, Kindle Ready