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 the definition of Service Level Requirements?
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 customer requirement for an aspect of an IT service
Business Continuity Management
Action taken to recover after a failed change or release.


2. What are two availability management activities?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Services that are no longer available.
Request for Change


3. What communication is part of Service Operation?
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
Business Impact Analysis
To plan - schedule & control the build - test & deployment of releases
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


4. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
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)
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Keep it simple - Use multi-level categorization - Use categorization for reporting


5. What are the objectives of IT Operations Management?
The underlying cause of one or more failures
- 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
The result of an activity following a process or the delivery of a service.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


6. CMDB
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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)
Configuration Management Database
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


7. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Vital Business Function
- Manage access - Respond to requests for granting access - Oversee access


8. What is an incident?
Value of Investment
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
All services under development - growth and Outlook.
The process to ensure that the level of availability in services needs agrees with the required needs


9. What is the business value of Continual Service Improvement?
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
The system used to collect and manage Config Items (CI's)
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


10. What is the scope of Incident Management?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Single Point Of Contact
Any event which disrupts - or which could disrupt - a service
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


11. 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


12. What are the objectives of Service Operation?
- 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
Governs the org's approach to Information Security Management
Business Continuity Management
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized


13. Describe Time Scales of Incident Management

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


14. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Configuration Item
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


15. VOI
- 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
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
Value of Investment
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


16. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Tangible assets
Ownership regardless of escalation remains with the service desk
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


17. What are the objectives of the Change Management Process?

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


18. What is the purpose of the Release & Deployment Management process?
- Change Management - Service Asset & Config Management - Knowledge Management
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
To plan - schedule & control the build - test & deployment of releases
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


19. What is a Business Case?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Continual Service Improvement


20. CSF
- Vendor neutral - Non prescriptive - Best practice
Critical Success Factor
- Capability constraints - Resource constraints - Utility constraints - And more...
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


21. What is a Process Owner's responsibility?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A formal proposal for a change


22. What is Service Management?
Ensure assets required to deliver service are controlled and info is available for them
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The result of an activity following a process or the delivery of a service.
Value of Investment


23. Detail the Process Owner's responsibilities
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Accountable for the delivery of a specific service.
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


24. What are the five aspects of Service Design?
Application support
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
It covers: - design - implementation - measurement -management -improvement of service and component availability


25. Who are the Key Stakeholders?
It defines performance and the alignment of IT services with the business.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
IT Service Management


26. BCM
It comes from providing context to data - Who? - What? - When? - Where?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Business Continuity Management
Change Advisory Board


27. What are the design constraints for a service?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
The implementation and management of IT services that meet the needs of the business.
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...
- Capability constraints - Resource constraints - Utility constraints - And more...


28. A capability is an _________________
intangible asset
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


29. What are the five stages of the Service Lifecycle?
A function that reflects the part of business process that is critical to success of business
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A role is defined in a process or function.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.


30. What are three types of events?

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


31. What is Value?

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


32. What is ITIL?
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)
Information Technology Infrastructure Library
Ownership regardless of escalation remains with the service desk
A set of best practice publications for IT service management


33. What should an incident model include??
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
- Change Management - Service Asset & Config Management - Knowledge Management
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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)


34. What is a Resource?
Fit for purpose-the functionality of a product or service to meet a particular need.
By enhancing the performance of tasks and reducing the effect of constraints.
intangible asset
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


35. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Information Communication Technology
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.
A structured set of activities designed to accomplish a specific objective.


36. CAB
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Change Advisory Board
Service Knowledge Management System
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


37. What is the purpose of the even steps to improvement?
Configuration Management System
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Is responsible for managing applications through their lifecycle


38. What is a Role?
Configuration Management Database
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
This is where the customer sees the actual value of the services
Set of responsibilities - activities and authorities granted to a person or a team.


39. What are the 4 P's in Service Design used for?
Change Advisory Board
- 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
To provide a balanced view of overall service
Configuration Management Database


40. What is an Event?
It covers: - design - implementation - measurement -management -improvement of service and component availability
- 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
The process that supports the Business Continuity Management process by managing risks that could affect services.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


41. What is Change?
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
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)
Emergency Change Advisory Board
Addition - modification - removal of anything that could have an effect on IT services


42. What is Service Assets?
It's he process responsible for managing the lifecycle of all service requests from users
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The basis for value creation including both resources and capabilities
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


43. What is risk?
A role is defined in a process or function.
The ability to detect events - make sense of them and determine right control action
A set of discrete facts
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


44. BCP
Business Continuity Plan
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


45. What is Utilitiy?

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


46. ICT
It comes from providing context to data - Who? - What? - When? - Where?
Information Communication Technology
To provide best practice guidance to all types of organizations.
Service Level Agreement


47. What is the content of a Business Case?
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 -
Carry out one or more process activities
A set of responsibilities defined in a process and assigned to a person or team.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


48. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
The system used to collect and manage Config Items (CI's)
Accountable for the delivery of a specific service.


49. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A customer requirement for an aspect of an IT service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info


50. What does the service desk do??
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Change Advisory Board