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. TCO
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Quality Service 2) Cost-effective Services
Total Cost of Ownership
Tangible assets

2. What drives service design?
Functional requirements - SLAs - benefits and design constraints
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...
Accountable for the delivery of a specific service.
Agreement between an IT service provider and another part of same organization that assists with service provision

3. What is the CSI approach?

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

4. What is a Process?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A structured set of activities designed to accomplish a specific objective.
The system used to collect and manage Config Items (CI's)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

5. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Governs the org's approach to Information Security Management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

6. What is the Service Level Agreement?
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.
Service Level Management
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

7. What are the ITSCM process activities??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Information Technology Infrastructure Library

8. How is the Service Design Package used?
1) Preferences 2) Past experiences 3) Communications
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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

9. What is a workaround?
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)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Service Level Agreement
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

10. What is Business Value?
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...
To provide a balanced view of overall service
Services that provide customer with wanted business outcomes.
Internal Service Provider - Shared Service Unit - External Service Provider

11. What is the Service Design phase?
- 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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Carry out one or more process activities
The phase that turns service strategy into a plan for delivering the business outcomes.

12. What is Emergency Change Advisory Board (ECAB)?
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.
ensuer goals of service design stage are met with single point of coordination within this stage
It takes inputs and turn them into outputs.
The phase that turns service strategy into a plan for delivering the business outcomes.

13. What is a Service Portfolio?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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.

14. What does a process do?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
It takes inputs and turn them into outputs.

15. 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

16. BCP
A customer requirement for an aspect of an IT service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Business Continuity Plan

17. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It can improve utility and warranty of services incresing value.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The phase that turns service strategy into a plan for delivering the business outcomes.

18. 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

19. SLA
Service Level Agreement
A formal proposal for a change
Configuration Item
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

20. UC
Ownership regardless of escalation remains with the service desk
Pattern of Business Activity
Is a request from a user for info - advice - standard change - or access to an IT service
Underpinning Contract

21. What are the objectives of IT Operations Management?
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.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Keep it simple - Use multi-level categorization - Use categorization for reporting
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

22. What are the two types of Service Catalogues?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1. Business Service Catalogue 2. Technical Service Catalogue.

23. What are examples of Config Items?
Executing the policies in information security management
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
Assets such as server licenses and software licenses.
Service Level Agreement

24. What is the Snapshot?
Definitive Media Library
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The ability to detect events - make sense of them and determine right control action

25. What are Change Management Activities?
A formal proposal for major changes that involve high cost - risk or org. impact.
Configuration Management Database
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A set of responsibilities defined in a process and assigned to a person or team.

26. What is the purpose of Service Transition?
A customer requirement for an aspect of an IT service
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.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

27. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
Executing the policies in information security management
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- 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

28. What are the technical management groups?
Service Asset and Configuration Management
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Return on Investment
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

29. What are Retired Services?
Services that are no longer available.
- 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
A service asset that needs to be managed to deliver a service
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

30. What are two availability management activities?
Addition - modification - removal of anything that could have an effect on IT services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- Capability constraints - Resource constraints - Utility constraints - And more...

31. What is a basline measurement?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

32. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A role is defined in a process or function.
This is where the customer sees the actual value of the services

33. What is the role of Application Management?
Is a request from a user for info - advice - standard change - or access to an IT service
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 -
- 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
- 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

34. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
To be accountable for the operational management of the process.
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities

35. SLM
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Service Level Management

36. What is the scope of the Service Design phase?
To quantify the impact to the business that loss of service would have
Application support
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

37. Define Patterns of Business Activity (PBA)?
Action taken to recover after a failed change or release.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Information Communication Technology
It takes inputs and turn them into outputs.

38. What is the definition of a Service Review?
A service asset that needs to be managed to deliver a service
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Return on Investment

39. Shared Services Unit
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Tp provide the right for users to be able to use a service or group of services
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.

40. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Is a notification that a threshold has been reached - something has changed - or a failure has occured

41. What are the supplier categories??
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Strategic - Tactical - Operational - Commodity
Addition - modification - removal of anything that could have an effect on IT services
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

42. What is a problem?
Similar to incident model - For problems that have an expensive solution
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A function that reflects the part of business process that is critical to success of business
The underlying cause of one or more failures

43. How is risk measured?
Problem that has a documented root cause and workaround
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Tp provide the right for users to be able to use a service or group of services
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.

44. Who are the Key Stakeholders?
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.
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Speeds up resolution - Concern of data quality

45. What is the configuration baseline?
Functional requirements - SLAs - benefits and design constraints
Pattern of Business Activity (PBA)
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.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

46. What is a benefit of a RACI matrix?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It can identify weaknesses or areas of improvements.

47. What are the objectives of Availability Management process?
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
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

48. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

49. What does a Release Policy include?
Action taken to recover after a failed change or release.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

50. What is the Business Value of Service Strategy?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Core Publications 2) Complimentary Guidance
Inputs - Outputs - Activities - Measurements - Roles
It defines performance and the alignment of IT services with the business.