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. How is the Service Design Package used?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Service Level Management
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)

2. What processes are related to of Service Operation??
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Manage access - Respond to requests for granting access - Oversee access
- Budgeting - Accounting - Charging (Billing)

3. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Tangible assets

4. What are the objectives of IT Operations Management?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- 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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

5. What are the objectives of Problem Management?
Governs the org's approach to Information Security Management
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Change Advisory Board
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

6. What does the service desk do??
Similar to incident model - For problems that have an expensive solution
Configuration Management Database
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Tp provide the right for users to be able to use a service or group of services

7. What is the Process Practitioner's responsibility?
Carry out one or more process activities
The phase that turns service strategy into a plan for delivering the business outcomes.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Service Level Management

8. What are some Service Level Management Activities?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Change Advisory Board
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

9. What is technical management?
Tp provide the right for users to be able to use a service or group of services
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

10. Describe the Design Coordination process.
Key Performance Indicator
- 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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The process in which goals and objectives of service design stage are met

11. RACI
1) Utility 2) Warranty
Responsible - Accountable - Consult - Inform
IT Service Management
Up to each org to decide which service requests it will handle

12. What actvities does Business Relationship Management Activities refer to?
Pattern of Business Activity (PBA)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

13. What are the components of IT Operations Management?
Ensure assets required to deliver service are controlled and info is available for them
Emergency Change Advisory Board
Qualitative and Quantitative
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

14. VBF
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Vital Business Function
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

15. What is the Configuration Management System (CMS)?

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

16. What is the purpose of Service Transition?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f

17. SLM
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A service provided by an IT service provider made up of a combination of IT - people and processes.
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.
Service Level Management

18. What are examples of Config Items?
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
A set of best practice publications for IT service management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Assets such as server licenses and software licenses.

19. What is the scope of Service Strategy??

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

20. What is Information?
Service Level Agreement
Fit for purpose-the functionality of a product or service to meet a particular need.
It comes from providing context to data - Who? - What? - When? - Where?
Continual Service Improvement

21. What is the purpose of the IT Service Continuity Management (ITSCM) process?
A set of responsibilities defined in a process and assigned to a person or team.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

22. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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)

23. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Executing the policies in information security management
1) Utility 2) Warranty

24. What are the 4 P's in Service Design used for?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To provide a balanced view of overall service
A function that reflects the part of business process that is critical to success of business
Any event which disrupts - or which could disrupt - a service

25. What are the objectives of the Service Design phase?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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 -
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

26. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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.
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 -

27. What is a Config Item (CI)?
Used to store and manage knowledge - info and data.
Change Advisory Board
A service asset that needs to be managed to deliver a service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

28. What is the purpose of the Information Security Management (ISM) process?

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

29. What are the components of value?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Customer Perception 2) Customer Preference 3) Business Outcomes

30. What are the Capacity Sun- Processes?
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)
Design - testing - improvements of CI's
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Underpinning Contract

31. What is a Business Continuity Plan?
A customer requirement for an aspect of an IT service
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Define steps required to restore business process following disruption

32. Who owns an incident?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Ownership regardless of escalation remains with the service desk
Speeds up resolution - Concern of data quality
Align new/changed services with business requirements - Maximize value to the business operations

33. What influences the expected service?
- 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) Preferences 2) Past experiences 3) Communications
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 result of an activity following a process or the delivery of a service.

34. What is the scope of Service Transition?
To be accountable for the operational management of the process.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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

35. CAB
Change Advisory Board
- Change Management - Service Asset & Config Management - Knowledge Management
Everyone except for Type III service providers (third parties)
Ownership regardless of escalation remains with the service desk

36. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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)
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)

37. CSI
Continual Service Improvement
Supplier and Contract Management Information System
Everyone except for Type III service providers (third parties)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

38. BIA
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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
Business Impact Analysis
- 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

39. What are four Service Level Agreement Frameworks??
To provide best practice guidance to all types of organizations.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

40. Why is automation of technology and architecture beneficial?
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
It can improve utility and warranty of services incresing value.
- 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

41. What Service Transition processes support all lifecycle phases?
To provide best practice guidance to all types of organizations.
Agreement between an IT service provider and another part of same organization that assists with service provision
- Change Management - Service Asset & Config Management - Knowledge Management
It can identify weaknesses or areas of improvements.

42. Describe the Service Catalogue Management process.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
To provide and maintain a single source of info on all operational and ready to be introduced services
Problem that has a documented root cause and workaround
- 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

43. Facilities Management
The result of an activity following a process or the delivery of a service.
Internal Service Provider - Shared Service Unit - External Service Provider
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

44. What are the ISM concepts?
Underpinning Contract
Request for Change
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Key Performance Indicator

45. What is the purpose of Availability Management process?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Strategic - Tactical - Operational - Commodity
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 ensure that the level of availability delivered in services meets the agreed availability need and service level targets

46. Describe the Capacity Management process.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

47. What is the definition of Service Level Requirements?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A customer requirement for an aspect of an IT service

48. ITIL
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Value of Investment
Information Technology Infrastructure Library
Tp provide the right for users to be able to use a service or group of services

49. What types of metrics are there and what are they??

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

50. What are the supplier categories??
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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 -
Strategic - Tactical - Operational - Commodity
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.