ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What are the four Service Operation functions?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Governs the org's approach to Information Security Management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Up to each org to decide which service requests it will handle


2. Describe the Design Coordination process.
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.
Tp provide the right for users to be able to use a service or group of services
Speeds up resolution - Concern of data quality
The process in which goals and objectives of service design stage are met


3. Describe the Availability Management process.
Used to store and manage knowledge - info and data.
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
The process to ensure that the level of availability in services needs agrees with the required needs
Set of responsibilities - activities and authorities granted to a person or a team.


4. What is the purpose of IT Operations Management?
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.)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


5. What is Knowledge?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


6. What are the Change Types?
- 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) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
It covers: - design - implementation - measurement -management -improvement of service and component availability
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


7. What is the Definitive Media Library?

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


8. What is an Alert?
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
It can identify weaknesses or areas of improvements.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Core Publications 2) Complimentary Guidance


9. What are two availability management activities?
- 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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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


10. What are the activities associated with Problem Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
1) Preferences 2) Past experiences 3) Communications
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


11. What is the purpose of Service Portfolio Management?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A set of activities to accomplish an objective.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


12. What is the purpose of the supplier management process?
A customer requirement for an aspect of an IT service
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.
Tangible assets
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


13. What is the definition of a Service Review?
Tangible assets
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Align new/changed services with business requirements - Maximize value to the business operations


14. What is Wisdom?
Is responsible for managing applications through their lifecycle
Problem that has a documented root cause and workaround
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Makes use of knowledge to create value through well-informed decisions


15. What is the purpose of the Capacity Management process?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


16. What is Warranty?
A formal proposal for major changes that involve high cost - risk or org. impact.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A role is defined in a process or function.
- Budgeting - Accounting - Charging (Billing)


17. What is the role of technical management?
The basis for value creation including both resources and capabilities
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
A group of people and the tools they use to perform one or more processes or activities.
- 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


18. What is ITIL?
A set of best practice publications for IT service management
The process that obtains value for money from suppliers.
Single Point Of Contact
The basis for value creation including both resources and capabilities


19. What is risk?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A customer requirement for an aspect of an IT service


20. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


21. What are the five stages of the Service Lifecycle?
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
Define steps required to restore business process following disruption
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Configuration Management Database


22. What are the three Service Design Agreements?

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


23. Detail the Service Owner's repsonsibility.
Information Technology Infrastructure Library
Lifecycle wide process and relevant to all lifecycles
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


24. What interfacing processes are associated with Incident Management??
The result of an activity following a process or the delivery of a service.
To provide best practice guidance to all types of organizations.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Business Continuity Management


25. What is a Service?
Key Performance Indicator
1) Core Publications 2) Complimentary Guidance
- New service - Major change to service - Removal of service - Changes to the SDP itself
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.


26. What is the purpose of ITIL Complementatry Guidance?
Is responsible for managing applications through their lifecycle
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Continual Service Improvement


27. What are examples of Config Items?
IT Service Management
Assets such as server licenses and software licenses.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Fit for purpose-the functionality of a product or service to meet a particular need.


28. What is the scope of Event Management?

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


29. What is a Process Owner's responsibility?
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
It can identify weaknesses or areas of improvements.
Includes management of the component lifecycle of every CI (config item)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


30. What are the options of organizational structures of a service desk?
- 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.


31. 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


32. What are the objectives of the Change Management Process?

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


33. Describe Time Scales of Incident Management

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


34. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Configuration Management Database
Inputs - Outputs - Activities - Measurements - Roles
Total Cost of Ownership


35. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
The system used to collect and manage Config Items (CI's)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


36. KPI
Key Performance Indicator
Service Level Management
- 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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


37. CMS
A group of people - tools and resources used to carry out a process activity.
Ownership regardless of escalation remains with the service desk
A group of people and the tools they use to perform one or more processes or activities.
Configuration Management System


38. What is the purpose of the Release & Deployment Management process?
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)
To provide best practice guidance to all types of organizations.
To plan - schedule & control the build - test & deployment of releases
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


39. What is the scope of Service Operation??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A formal proposal for a change
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The services themselves - Service management processes - Technology (management of infrastructure) - People


40. What is the purpose of Availability Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Ownership regardless of escalation remains with the service desk
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)
Vital Business Function


41. What are the five aspects of Service Design?
A function that reflects the part of business process that is critical to success of business
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Define steps required to restore business process following disruption


42. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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 -


43. What is the Service Knowledge Management System (SKMS)?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
After closure and it is linked to major incident review
Used to store and manage knowledge - info and data.
Service Desk - Technical management - IT Operation Management - Application Management


44. What is availability?
A formal proposal for major changes that involve high cost - risk or org. impact.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Set of responsibilities - activities and authorities granted to a person or a team.
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.


45. DML
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 -
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.
Definitive Media Library
Configuration Item


46. What is the scope of Problem Management?
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
A set of best practice publications for IT service management
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
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.


47. What are the three types of Service Providers??
Operation Level Agreement
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
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)
Internal Service Provider - Shared Service Unit - External Service Provider


48. What is the business value of Continual Service Improvement?
Service Asset and Configuration Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
Definitive Media Library
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


49. What are the technical management groups?
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)
Application support
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The process that obtains value for money from suppliers.


50. What is governance and what does it do?

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