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 is Vital Business Functions?
Underpinning Contract
A function that reflects the part of business process that is critical to success of business
- Capability constraints - Resource constraints - Utility constraints - And more...
Data - Information - Knowledge - Wisdom


2. What is the role of technical management?
- 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
Functional requirements - SLAs - benefits and design constraints
To quantify the impact to the business that loss of service would have
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)


3. What are the objectives of Application Management?

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


4. What is the Service Level Agreement?
Service Asset and Configuration Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


5. What is the Service Design Package?
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
Provide overall planning for service transition and coordinate resources required for it
To provide and maintain a single source of info on all operational and ready to be introduced services
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


6. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Incident management - Problem management - Event management - Request Fulfillment - Access Management


7. What are the two views of the Service Catalogue?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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)
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.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


8. What are the objectives of the Knowledge Management process??
Functional requirements - SLAs - benefits and design constraints
Application support
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


9. What communication is part of Service Operation?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Incidents never become problems. They co-exist
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Includes management of the component lifecycle of every CI (config item)


10. What are the objectives of the Service Level Management process?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
Keep it simple - Use multi-level categorization - Use categorization for reporting


11. What is the purpose of Problem Management?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Carry out one or more process activities
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


12. SLM
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
Service Level Management
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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


13. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Keep it simple - Use multi-level categorization - Use categorization for reporting


14. What are the components of value?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
ensuer goals of service design stage are met with single point of coordination within this stage
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Customer Perception 2) Customer Preference 3) Business Outcomes


15. What are the ISM concepts?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
It takes inputs and turn them into outputs.
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


16. What is the purpose of Business Relationship Management??
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Similar to incident model - For problems that have an expensive solution
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Service Level Management


17. SACM
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Assets such as server licenses and software licenses.
Service Asset and Configuration Management
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


18. What is a known error?
Carry out one or more process activities
It can improve utility and warranty of services incresing value.
A structured set of activities designed to accomplish a specific objective.
Problem that has a documented root cause and workaround


19. 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


20. What should an incident model include??
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
Share perspectives - ideas - experience & info to enable informed decisions
- New service - Major change to service - Removal of service - Changes to the SDP itself
A service provided by an IT service provider made up of a combination of IT - people and processes.


21. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To plan - schedule & control the build - test & deployment of releases
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


22. Describe Time Scales of Incident Management

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


23. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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)
The process that obtains value for money from suppliers.


24. UC
Underpinning Contract
Tp provide the right for users to be able to use a service or group of services
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
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.


25. What is the purpose of the Capacity Management process?
Access - Identity - Rights - Service or Service Groups - Directory Services
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


26. What are examples of Config Items?
Service Knowledge Management System
The system used to collect and manage Config Items (CI's)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Assets such as server licenses and software licenses.


27. Detail the Service Owner's repsonsibility.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Accountable for the delivery of a specific service.
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
Supplier and Contract Management Information System


28. What are the objectives of Service Transition?
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.
Is responsible for managing applications through their lifecycle
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


29. What is a major incident?
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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


30. What is a Function?
A group of people - tools and resources used to carry out a process activity.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


31. CSF
Responsible - Accountable - Consult - Inform
Critical Success Factor
1) Quality Service 2) Cost-effective Services
intangible asset


32. 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


33. What should Major Problem Review focus on?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- 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


34. What is Value?

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


35. What is the CSI approach?

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


36. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
1. Business Service Catalogue 2. Technical Service Catalogue.
Service Desk - Technical management - IT Operation Management - Application Management
It defines performance and the alignment of IT services with the business.


37. What is an Event?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Data - Information - Knowledge - Wisdom


38. What is the purpose of Access Management?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Tp provide the right for users to be able to use a service or group of services
Responsible - Accountable - Consult - Inform
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


39. What is the Process Practitioner's responsibility?
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.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Carry out one or more process activities
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


40. Describe the Information Security Management process.
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.
Executing the policies in information security management
The process that supports the Business Continuity Management process by managing risks that could affect services.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


41. What is the Definitive Media Library?

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


42. What is a Role?
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 -
Set of responsibilities - activities and authorities granted to a person or a team.
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
Tp provide the right for users to be able to use a service or group of services


43. When do you conduct a major problem review?
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.
A customer requirement for an aspect of an IT service
After closure and it is linked to major incident review
Any event which disrupts - or which could disrupt - a service


44. Describe the IT Service Continuity Management process.
IT Service Management
Executing the policies in information security management
The process that supports the Business Continuity Management process by managing risks that could affect services.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


45. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The result of an activity following a process or the delivery of a service.
Share perspectives - ideas - experience & info to enable informed decisions


46. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A group of people and the tools they use to perform one or more processes or activities.


47. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
To provide a single source of information on all operational and ready for production services.
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


48. What is a Business Continuity Plan?
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
Define steps required to restore business process following disruption
Value of Investment
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


49. What are the the 4 P's in Service Design?
The ability to detect events - make sense of them and determine right control action
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Supplier and Contract Management Information System


50. What are Retired Services?
The level to which the service meets a customer's expectation.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Services that are no longer available.
Business Impact Analysis