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. 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


2. Describe the Design Coordination process.
Speeds up resolution - Concern of data quality
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The process in which goals and objectives of service design stage are met


3. OLA
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Information Communication Technology
The basis for value creation including both resources and capabilities
Operation Level Agreement


4. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
IT Service Management
Pattern of Business Activity (PBA)


5. Facilities Management
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
After closure and it is linked to major incident review


6. What is technical management?
The process to ensure that the level of availability in services needs agrees with the required needs
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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)


7. What are the technical management groups?
A service provider which functions within the business units they server.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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)
Governs the org's approach to Information Security Management


8. What is Utilitiy?

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


9. What is the purpose of the Knowledge Management process?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Share perspectives - ideas - experience & info to enable informed decisions
The system used to collect and manage Config Items (CI's)


10. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A formal proposal for a change
Everyone except for Type III service providers (third parties)
1. Business Service Catalogue 2. Technical Service Catalogue.


11. What cycles are associated with budgeting - accounting - charging?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Service Desk - Technical management - IT Operation Management - Application Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


12. What two processes is Problem Management made up of?
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.)
Change Advisory Board
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)
A role is defined in a process or function.


13. What are the Incident Management activities??
Ownership regardless of escalation remains with the service desk
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) 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
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 -


14. When do you conduct a major problem review?
After closure and it is linked to major incident review
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- 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
1) Core Publications 2) Complimentary Guidance


15. PBA
Application support
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The implementation and management of IT services that meet the needs of the business.
Pattern of Business Activity


16. What is the scope of Request Fulfillment?
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
Up to each org to decide which service requests it will handle
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.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


17. SACM
Service Asset and Configuration Management
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Services that are no longer available.
It's he process responsible for managing the lifecycle of all service requests from users


18. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


19. What is the purpose of IT Operations Management?
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
A structured set of activities designed to accomplish a specific objective.
Change Advisory Board
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


20. What is an incident?
1. Business Service Catalogue 2. Technical Service Catalogue.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
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


21. What is the scope of the Service Design phase?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
- Release & Deployment - Transition Planning & Support
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


22. What is the scope of Service Strategy??

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?
A function that reflects the part of business process that is critical to success of business
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Continual Service Improvement


24. SLA
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
The phase that turns service strategy into a plan for delivering the business outcomes.
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.
Service Level Agreement


25. What are Retired Services?
A set of best practice publications for IT service management
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
Services that are no longer available.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


26. 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


27. What is the business value of Continual Service Improvement?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The process that supports the Business Continuity Management process by managing risks that could affect services.
The process in which goals and objectives of service design stage are met
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


28. What is the purpose of Continual Service Improvement?
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
Emergency Change Advisory Board
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Capability constraints - Resource constraints - Utility constraints - And more...


29. What are CSF's?
Responsible - Accountable - Consult - Inform
Continual Service Improvement
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


30. What topics are covered in Service Strategy?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The implementation and management of IT services that meet the needs of the business.
A structured set of activities designed to accomplish a specific objective.


31. What are three types of events?

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


32. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The services themselves - Service management processes - Technology (management of infrastructure) - People
It can identify weaknesses or areas of improvements.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


33. What is the Service Design phase?
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)
Service Level Management
The phase that turns service strategy into a plan for delivering the business outcomes.
Qualitative and Quantitative


34. What is a Service Pipeline?
All services under development - growth and Outlook.
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Service Asset and Configuration Management


35. What is a basline measurement?
The level to which the service meets a customer's expectation.
Problem that has a documented root cause and workaround
After closure and it is linked to major incident review
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


36. What is the objective of Service Strategy
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


37. What is the Service Knowledge Management System (SKMS)?
- Budgeting - Accounting - Charging (Billing)
Used to store and manage knowledge - info and data.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- Change Management - Service Asset & Config Management - Knowledge Management


38. KEDB
Known Error Database
Governs the org's approach to Information Security Management
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1) Utility 2) Warranty


39. What are the two types of customers?
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.


40. How do you escalate an incident?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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)
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


41. What are the ITSCM process activities??
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)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation


42. CMS
Governs the org's approach to Information Security Management
Configuration Management System
- Vendor neutral - Non prescriptive - Best practice
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk


43. What is the definition of Service Improvement Plan?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To provide and maintain a single source of info on all operational and ready to be introduced services
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


44. What are the two primary elements of value?
1) Utility 2) Warranty
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
It's he process responsible for managing the lifecycle of all service requests from users
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


45. TCO
Similar to incident model - For problems that have an expensive solution
Services that are no longer available.
Critical Success Factor
Total Cost of Ownership


46. What is the Process Practitioner's responsibility?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A formal proposal for a change
Carry out one or more process activities
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk


47. What is the Deming Cycle?
- Budgeting - Accounting - Charging (Billing)
1) Quality Service 2) Cost-effective Services
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.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


48. 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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Executing the policies in information security management


49. What is the scope of Service Operation??
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The services themselves - Service management processes - Technology (management of infrastructure) - People
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


50. 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