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ITIL
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Study First
Subjects
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certifications
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itil
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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. SPOC
A set of responsibilities defined in a process and assigned to a person or team.
Set of responsibilities - activities and authorities granted to a person or a team.
Single Point Of Contact
Agreement between an IT service provider and another part of same organization that assists with service provision
2. What is the Service Owner's responsibility?
To be accountable for the operational management of the process.
- Release & Deployment - Transition Planning & Support
The process in which goals and objectives of service design stage are met
Accountable for the delivery of a specific service.
3. What is the content of a Business Case?
Application support
Configuration Management Database
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)
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
4. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
A group of people and the tools they use to perform one or more processes or activities.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
5. What is the purpose of Service Design??
A role is defined in a process or function.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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.
6. What is the scope of change?
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
The phase that turns service strategy into a plan for delivering the business outcomes.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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 -
7. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
8. What is the Information Security Policy?
9. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
Is a request from a user for info - advice - standard change - or access to an IT service
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)
10. What is the Business Value of Service Design?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Quality Service 2) Cost-effective Services
Design - testing - improvements of CI's
11. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
Critical Success Factor
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
12. What do Change Models have?
- Change Management - Service Asset & Config Management - Knowledge Management
The result of an activity following a process or the delivery of a service.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
13. What is the business value of Service Transition?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Align new/changed services with business requirements - Maximize value to the business operations
Application support
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
14. What are the options of organizational structures of a service desk?
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
- 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) 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)
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
15. CSI
Continual Service Improvement
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
16. ICT
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Configuration Management System
Business Continuity Plan
Information Communication Technology
17. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It defines performance and the alignment of IT services with the business.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
18. What is the Service Design phase?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Governs the org's approach to Information Security Management
The phase that turns service strategy into a plan for delivering the business outcomes.
It's he process responsible for managing the lifecycle of all service requests from users
19. What are the objectives of the seven steps to improvement?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
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.)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
20. Why is ITIL successful?
The level to which the service meets a customer's expectation.
Key Performance Indicator
The implementation and management of IT services that meet the needs of the business.
- Vendor neutral - Non prescriptive - Best practice
21. What influences the expected service?
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) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Preferences 2) Past experiences 3) Communications
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
22. What are the three types of Service Providers??
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
Internal Service Provider - Shared Service Unit - External Service Provider
Change Advisory Board
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 -
23. Why do organizations use ITIL?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
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.
1) Core Publications 2) Complimentary Guidance
24. How is the Service Design Package used?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
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
25. What is a Change Proposal?
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
Key Performance Indicator
A formal proposal for major changes that involve high cost - risk or org. impact.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
26. When is the Service Design Package created or edited?
- 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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Information Communication Technology
- New service - Major change to service - Removal of service - Changes to the SDP itself
27. What are the components of the ITIL framework?
A formal proposal for a change
1) Core Publications 2) Complimentary Guidance
Access - Identity - Rights - Service or Service Groups - Directory Services
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
28. What communication is part of Service Operation?
Responsible - Accountable - Consult - Inform
Accountable for the delivery of a specific service.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
29. Who should the Information Security Policy be communicated to?
A role is defined in a process or function.
Everyone except for Type III service providers (third parties)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
30. What is a Problem Model??
1) Preferences 2) Past experiences 3) Communications
Similar to incident model - For problems that have an expensive solution
- Capability constraints - Resource constraints - Utility constraints - And more...
- Manage access - Respond to requests for granting access - Oversee access
31. What are the Incident Management activities??
The process in which goals and objectives of service design stage are met
By enhancing the performance of tasks and reducing the effect of constraints.
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
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 -
32. Describe the Information Security Management process.
1) Preferences 2) Past experiences 3) Communications
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.
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
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
33. What is the purpose of the Knowledge Management process?
A service provided by an IT service provider made up of a combination of IT - people and processes.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Share perspectives - ideas - experience & info to enable informed decisions
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
34. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
To provide a balanced view of overall service
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Lifecycle wide process and relevant to all lifecycles
35. What processes does the Change Management process interface with?
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
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 -
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
36. What is risk?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A service provider which functions within the business units they server.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
37. What are examples of Config Items?
Service Knowledge Management System
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Return on Investment
Assets such as server licenses and software licenses.
38. CI
Critical Success Factor
Configuration Item
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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.
39. What is the purpose of Service Catalogue Management?
Assets such as server licenses and software licenses.
Any event which disrupts - or which could disrupt - a service
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To provide a single source of information on all operational and ready for production services.
40. ITSM
IT Service Management
It defines performance and the alignment of IT services with the business.
- Capability constraints - Resource constraints - Utility constraints - And more...
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
41. What is the purpose of ITIL Core Publications?
Tp provide the right for users to be able to use a service or group of services
To provide best practice guidance to all types of organizations.
Similar to incident model - For problems that have an expensive solution
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
42. What are the seven steps to improvement?
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)
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
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
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.
43. What are the objectives of the Service Level Management process?
Provide overall planning for service transition and coordinate resources required for it
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Internal Service Provider - Shared Service Unit - External Service Provider
44. What processes does Financial Management include?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Budgeting - Accounting - Charging (Billing)
Is a request from a user for info - advice - standard change - or access to an IT service
45. What processes are related to of Service Operation??
Includes management of the component lifecycle of every CI (config item)
Incident management - Problem management - Event management - Request Fulfillment - Access Management
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Total Cost of Ownership
46. What are the five Service Operation processes?
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.
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)
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
It comes from providing context to data - Who? - What? - When? - Where?
47. Where is a role defined?
Service Level Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A role is defined in a process or function.
Ownership regardless of escalation remains with the service desk
48. SLA
Service Level Agreement
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
Data - Information - Knowledge - Wisdom
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
49. What are the five stages of the Service Lifecycle?
- 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. Business Service Catalogue 2. Technical Service Catalogue.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
50. Describe the Availability Management process.
1) Preferences 2) Past experiences 3) Communications
The process to ensure that the level of availability in services needs agrees with the required needs
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Keep it simple - Use multi-level categorization - Use categorization for reporting