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 Utilitiy?

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


2. What are the two types of customers?
intangible asset
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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


3. What processes does Financial Management include?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Provide overall planning for service transition and coordinate resources required for it
- Budgeting - Accounting - Charging (Billing)


4. What are the five aspects of Service Design?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A set of responsibilities defined in a process and assigned to a person or team.
Business Continuity Plan
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


5. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets 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)
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.
Everyone except for Type III service providers (third parties)


6. How is the Service Design Package used?
The process that supports the Business Continuity Management process by managing risks that could affect services.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Underpinning Contract
Vital Business Function


7. What is Wisdom?
Responsible - Accountable - Consult - Inform
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Makes use of knowledge to create value through well-informed decisions
Service Knowledge Management System


8. What is a benefit of a RACI matrix?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A set of best practice publications for IT service management
It can identify weaknesses or areas of improvements.
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


9. CAB
Change Advisory Board
It's he process responsible for managing the lifecycle of all service requests from users
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


10. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


11. What are the the 4 P's in Service Design?
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Is responsible for managing applications through their lifecycle
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The process to ensure that the level of availability in services needs agrees with the required needs


12. BCP
- Manage access - Respond to requests for granting access - Oversee access
It can identify weaknesses or areas of improvements.
Business Continuity Plan
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


13. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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 -


14. What is the content of a Business Case?
The ability to detect events - make sense of them and determine right control action
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) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


15. What is the purpose of Service Operation?
Business Impact Analysis
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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


16. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Data - Information - Knowledge - Wisdom
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules


17. What is the purpose of Service Design??
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Speeds up resolution - Concern of data quality
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


18. KEDB
Known Error Database
A group of people - tools and resources used to carry out a process activity.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Data - Information - Knowledge - Wisdom


19. What is the scope of the Knowledge Management process?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Lifecycle wide process and relevant to all lifecycles
Pattern of Business Activity (PBA)
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


20. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and


21. What is the Service Level Agreement?
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
Service Asset and Configuration Management
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.
Fit for Purpose - The functionality of a product or service from a customer's perspective.


22. What is the role of Application Management?
- 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
Configuration Management System
IT Service Management
Change Advisory Board


23. What is the Service Design Package?
Is responsible for managing applications through their lifecycle
It can identify weaknesses or areas of improvements.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


24. What are the 4 levels of service provision expectations?

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


25. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Service Desk - Technical management - IT Operation Management - Application Management
It takes inputs and turn them into outputs.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


26. What is a Problem Model??
By enhancing the performance of tasks and reducing the effect of constraints.
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 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.
Similar to incident model - For problems that have an expensive solution


27. Detail the Process Owner's responsibilities
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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
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
Qualitative and Quantitative


28. What is a Business Case?
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.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- Budgeting - Accounting - Charging (Billing)


29. Where is a role defined?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A formal proposal for major changes that involve high cost - risk or org. impact.
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
A role is defined in a process or function.


30. 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


31. What is the scope of the Capacity Management process?
Qualitative and Quantitative
Total Cost of Ownership
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


32. What is an IT Service?
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.
Known Error Database
A service provided by an IT service provider made up of a combination of IT - people and processes.
This is where the customer sees the actual value of the services


33. What interfacing processes are associated with Incident Management??
Tp provide the right for users to be able to use a service or group of services
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
The process that supports the Business Continuity Management process by managing risks that could affect services.
To provide and maintain a single source of info on all operational and ready to be introduced services


34. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Application support
Request for Change
Any event which disrupts - or which could disrupt - a service


35. Describe Time Scales of Incident Management

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


36. What are KPI's?
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)
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To provide and maintain a single source of info on all operational and ready to be introduced services


37. 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
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
1) Core Publications 2) Complimentary Guidance
The basis for value creation including both resources and capabilities


38. What is the scope of Access Management?
Change Advisory Board
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Executing the policies in information security management
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


39. What is Data?
A formal proposal for major changes that involve high cost - risk or org. impact.
To quantify the impact to the business that loss of service would have
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.
A set of discrete facts


40. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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 -
The phase that turns service strategy into a plan for delivering the business outcomes.
Fit for purpose-the functionality of a product or service to meet a particular need.


41. Detail the Process Manager's responsibilities
Configuration Management Database
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The basis for value creation including both resources and capabilities


42. What is the purpose of the even steps to improvement?
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Incidents never become problems. They co-exist
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


43. What is the purpose of Service Transition?
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.
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


44. SLM
Service Level Management
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...
The system used to collect and manage Config Items (CI's)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


45. What are the objectives of technical management?

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


46. What is a Business Continuity Plan?
- 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) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Define steps required to restore business process following disruption
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


47. CMDB
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Incidents never become problems. They co-exist
Configuration Management Database
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 -


48. What is the scope of Service Transition?
Includes management of the component lifecycle of every CI (config item)
1) Utility 2) Warranty
A set of best practice publications for IT service management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


49. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Tangible assets
Action taken to recover after a failed change or release.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


50. What are the processes related to Service Design?
Provide overall planning for service transition and coordinate resources required for it
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The process to ensure that the level of availability in services needs agrees with the required needs