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 Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
It can identify weaknesses or areas of improvements.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

2. What are the objectives of the Service Level Management process?
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.
The basis for value creation including both resources and capabilities
The services themselves - Service management processes - Technology (management of infrastructure) - People

3. Describe the IT Service Continuity Management process.
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Manage access - Respond to requests for granting access - Oversee access

4. What is an Alert?
Assets such as server licenses and software licenses.
1) Preferences 2) Past experiences 3) Communications
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Information Communication Technology

5. KEDB
Critical Success Factor
Known Error Database
Services that are no longer available.
Service Level Management

6. Facilities Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

7. IT Ops and Application Management are involved in _____________________
Business Continuity 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
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
Application support

8. What is the role of Application Management?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- 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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

9. What is the Business Value of Service Design?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Quality Service 2) Cost-effective Services

10. How is risk measured?
To provide and maintain a single source of info on all operational and ready to be introduced services
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Single Point Of Contact
Ensure assets required to deliver service are controlled and info is available for them

11. What are the Change Types?
The underlying cause of one or more failures
- Manage access - Respond to requests for granting access - Oversee access
- 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
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

12. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Application support
Executing the policies in information security management
Configuration Management System

13. What is the Service Owner's responsibility?
A formal proposal for major changes that involve high cost - risk or org. impact.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Accountable for the delivery of a specific service.
Services that are no longer available.

14. What is Value?
The level to which the service meets a customer's expectation.
Governs the org's approach to Information Security Management
The ability to detect events - make sense of them and determine right control action
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

15. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Tp provide the right for users to be able to use a service or group of services
- 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

16. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
Services that are no longer available.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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)

17. What interfacing processes are associated with Incident Management??
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Business Continuity Plan
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

18. What are the objectives of the seven steps to improvement?
Tangible assets
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
- Vendor neutral - Non prescriptive - Best practice
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

19. What is the scope of the Service Level Management process?
- New service - Major change to service - Removal of service - Changes to the SDP itself
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.

20. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
After closure and it is linked to major incident review
Change Advisory Board
A formal proposal for a change

21. What are the Service Transition processes??
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The process to ensure that the level of availability in services needs agrees with the required needs
Is responsible for managing applications through their lifecycle

22. What is Information?
It comes from providing context to data - Who? - What? - When? - Where?
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
A function that reflects the part of business process that is critical to success of business
Includes management of the component lifecycle of every CI (config item)

23. KPI
Includes management of the component lifecycle of every CI (config item)
Key Performance Indicator
The phase that turns service strategy into a plan for delivering the business outcomes.
Services that are no longer available.

24. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
- Vendor neutral - Non prescriptive - Best practice
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

25. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Emergency Change Advisory Board
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.
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

26. What are the phases of Release & Deployment?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Lifecycle wide process and relevant to all lifecycles
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

27. What are the objectives of Service Operation?
- 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
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)
Qualitative and Quantitative
Align new/changed services with business requirements - Maximize value to the business operations

28. What is Change Advisory Board (CAB)?
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.
- Budgeting - Accounting - Charging (Billing)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
ensuer goals of service design stage are met with single point of coordination within this stage

29. What are the objectives of the Change Management Process?
- 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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
IT Service Management
It can improve utility and warranty of services incresing value.

30. What is a Config Item (CI)?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
A service asset that needs to be managed to deliver a service
It comes from providing context to data - Who? - What? - When? - Where?

31. What are the ISM concepts?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Information Communication Technology
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

32. What are Retired Services?
Application support
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Up to each org to decide which service requests it will handle
Services that are no longer available.

33. CI
It defines performance and the alignment of IT services with the business.
Configuration Item
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
Is a request from a user for info - advice - standard change - or access to an IT service

34. What is the Deming Cycle?
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.
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.
Continual Service Improvement
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

35. What are the 4 levels of service provision expectations?
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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
Fit for Purpose - The functionality of a product or service from a customer's perspective.

36. DML
Request for Change
Definitive Media Library
Internal Service Provider - Shared Service Unit - External Service Provider
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

37. UC
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 be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Underpinning Contract
Up to each org to decide which service requests it will handle

38. What is the purpose of the Service Asset & Config Management (SACM) process?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It comes from providing context to data - Who? - What? - When? - Where?
Application support
Ensure assets required to deliver service are controlled and info is available for them

39. What is the Organization Level Agreement?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Request for Change
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Agreement between an IT service provider and another part of same organization that assists with service provision

40. What are the 4 P's in Service Design used for?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To provide a balanced view of overall service
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

41. What are the processes related to Service Design?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
All services under development - growth and Outlook.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

42. What is technical management?
Pattern of Business Activity
A formal proposal for major changes that involve high cost - risk or org. impact.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The result of an activity following a process or the delivery of a service.

43. What are some Service Level Management Activities?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

44. What are the objectives of Event Management?
Services that provide customer with wanted business outcomes.
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
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
Keep it simple - Use multi-level categorization - Use categorization for reporting

45. Detail the Process Owner's responsibilities
Change Advisory Board
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Executing the policies in information security management

46. What is the purpose of the Knowledge Management 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Share perspectives - ideas - experience & info to enable informed decisions
A service provider which functions within the business units they server.

47. Internal Service Provider
Align new/changed services with business requirements - Maximize value to the business operations
A service provider which functions within the business units they server.
- Release & Deployment - Transition Planning & Support
- 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

48. What is the scope of Incident Management?
1. Business Service Catalogue 2. Technical Service Catalogue.
Agreement between an IT service provider and another part of same organization that assists with service provision
Any event which disrupts - or which could disrupt - a service
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

49. What is a problem?
The underlying cause of one or more failures
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Tangible assets
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

50. What is the Business Value of Service Strategy?
The process in which goals and objectives of service design stage are met
It defines performance and the alignment of IT services with the business.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

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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