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 characteristics does a process have?
Governs the org's approach to Information Security Management
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A set of discrete facts
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


2. RACI
A role is defined in a process or function.
Assets such as server licenses and software licenses.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Responsible - Accountable - Consult - Inform


3. Volume/Phase 3: Service Transition - What is it?
Responsible - Accountable - Consult - Inform
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.


4. What is a Service Catalogue?
A set of best practice publications for IT service management
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.
A service asset that needs to be managed to deliver a service


5. What drives service design?
Functional requirements - SLAs - benefits and design constraints
It defines performance and the alignment of IT services with the business.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Known Error Database


6. 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


7. What is the purpose of Event Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
The ability to detect events - make sense of them and determine right control action
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


8. 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


9. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A group of people - tools and resources used to carry out a process activity.
Qualitative and Quantitative
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


10. What is Remediation Planning?
Action taken to recover after a failed change or release.
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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- 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


11. What does the service desk do??
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
To be accountable for the operational management of the process.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


12. What processes does Financial Management include?
Supplier and Contract Management Information System
- Budgeting - Accounting - Charging (Billing)
The level to which the service meets a customer's expectation.
Responsible - Accountable - Consult - Inform


13. Describe the Supplier Management process.
Carry out one or more process activities
A structured set of activities designed to accomplish a specific objective.
ensuer goals of service design stage are met with single point of coordination within this stage
The process that obtains value for money from suppliers.


14. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


15. What is the business value of Service Transition?
This is where the customer sees the actual value of the services
Align new/changed services with business requirements - Maximize value to the business operations
The process in which goals and objectives of service design stage are met
The implementation and management of IT services that meet the needs of the business.


16. What is the purpose of Request Fulfillment?

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


17. What are some Service Level Management Activities?
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To provide a single source of information on all operational and ready for production 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


18. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A service provider which functions within the business units they server.
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


19. What are the objectives of the Service Asset & Config Management (SACM) process??

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


20. What two processes is Problem Management made up of?
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)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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)
A service provider which functions within the business units they server.


21. Detail the Service Owner's repsonsibility.
A group of people and the tools they use to perform one or more processes or activities.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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
Functional requirements - SLAs - benefits and design constraints


22. What is the content of a Business Case?
Application support
Includes management of the component lifecycle of every CI (config item)
It takes inputs and turn them into outputs.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


23. 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


24. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Services that are no longer available.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


25. CI
Configuration Item
The process in which goals and objectives of service design stage are met
A formal proposal for a change
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


26. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The process that obtains value for money from suppliers.
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods


27. What is the purpose of Service Portfolio Management?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Executing the policies in information security management
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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


28. How do you escalate an incident?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Total Cost of Ownership
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)
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 -


29. What are the two types of customers?
Business Continuity Plan
A set of responsibilities defined in a process and assigned to a person or team.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


30. SCMIS
Speeds up resolution - Concern of data quality
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It can improve utility and warranty of services incresing value.
Supplier and Contract Management Information System


31. How do services facilitate outcomes?
Set of responsibilities - activities and authorities granted to a person or a team.
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 -
By enhancing the performance of tasks and reducing the effect of constraints.
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


32. What is the business value of the service desk?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It's he process responsible for managing the lifecycle of all service requests from users


33. What is the purpose of Incident Management?
A set of discrete facts
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Similar to incident model - For problems that have an expensive solution
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


34. Who should the Information Security Policy be communicated to?
Single Point Of Contact
Everyone except for Type III service providers (third parties)
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


35. What is the scope of the Capacity Management process?
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


36. What is the purpose of the Capacity Management process?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


37. What is Service Assets?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
The basis for value creation including both resources and capabilities


38. What is Knowledge?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


39. What are the objectives of Event Management?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
To plan - schedule & control the build - test & deployment of releases
Data - Information - Knowledge - Wisdom


40. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
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.
A group of people - tools and resources used to carry out a process activity.


41. What are the options of organizational structures of a service desk?
After closure and it is linked to major incident review
To provide and maintain a single source of info on all operational and ready to be introduced services
The phase that turns service strategy into a plan for delivering the 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


42. Internal Service Provider
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Inputs - Outputs - Activities - Measurements - Roles
A service provider which functions within the business units they server.
Similar to incident model - For problems that have an expensive solution


43. What is Information?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It comes from providing context to data - Who? - What? - When? - Where?


44. CSF
Critical Success Factor
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


45. What is the definition of Service Improvement Plan?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The process that supports the Business Continuity Management process by managing risks that could affect services.
Supplier and Contract Management Information System
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


46. What is the purpose of Service Strategy?

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


47. 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


48. What are three types of events?

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


49. 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
Change Advisory Board
A set of best practice publications for IT service management
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


50. BCP
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A service provided by an IT service provider made up of a combination of IT - people and processes.
Business Continuity Plan
Services that provide customer with wanted business outcomes.