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 are the Service Operation Functions??
The level to which the service meets a customer's expectation.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
Service Desk - Technical management - IT Operation Management - Application Management


2. 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


3. What are the supplier categories??
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Service Level Management
Action taken to recover after a failed change or release.
Strategic - Tactical - Operational - Commodity


4. ITSM
- 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
IT Service Management
Action taken to recover after a failed change or release.
- Budgeting - Accounting - Charging (Billing)


5. What is the scope of Continual Service Improvement??
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
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)
To be accountable for the operational management of the process.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


6. IT Ops and Application Management are involved in _____________________
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Includes management of the component lifecycle of every CI (config item)
Application support
Align new/changed services with business requirements - Maximize value to the business operations


7. CSF
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Addition - modification - removal of anything that could have an effect on IT services
Access - Identity - Rights - Service or Service Groups - Directory Services
Critical Success Factor


8. ICT
- 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 process in which goals and objectives of service design stage are met
Information Communication Technology
Configuration Item


9. What are Change Management Activities?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It can identify weaknesses or areas of improvements.


10. What are the two views of the Service Catalogue?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
1) Preferences 2) Past experiences 3) Communications


11. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The level to which the service meets a customer's expectation.
- 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
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.


12. SKMS
Service Knowledge Management System
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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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


13. What is the Definitive Media Library?

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


14. What are KPI's?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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


15. What is Business Value?
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
Services that provide customer with wanted business outcomes.
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
To provide and maintain a single source of info on all operational and ready to be introduced services


16. What does a Release Policy 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
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To provide a single source of information on all operational and ready for production services.


17. What is Vital Business Functions?
Single Point Of Contact
The underlying cause of one or more failures
A function that reflects the part of business process that is critical to success of business
Change Advisory Board


18. What is a major incident?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Keep it simple - Use multi-level categorization - Use categorization for reporting
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...


19. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Qualitative and Quantitative
Carry out one or more process activities
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.


20. What are the two types of customers?
To provide a balanced view of overall service
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of 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.


21. What is the CSI approach?

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


22. What are the objectives of the Capacity Management process?
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
A set of discrete facts
- 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
To provide a balanced view of overall service


23. What is the purpose of Service Design??
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
To provide a single source of information on all operational and ready for production services.
Configuration Item
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


24. What are the objectives of Problem Management?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


25. What is the Business Value of Service Design?
The system used to collect and manage Config Items (CI's)
1) Quality Service 2) Cost-effective Services
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


26. What is the scope of the seven steps to improvement?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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
Configuration Management Database


27. What are the objectives of Continual Service Improvement??
Provide overall planning for service transition and coordinate resources required for it
Services that provide customer with wanted business outcomes.
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
It defines performance and the alignment of IT services with the business.


28. What is Utilitiy?

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


29. 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


30. What is a Business Case?
To plan - schedule & control the build - test & deployment of releases
Information Technology Infrastructure Library
Speeds up resolution - Concern of data quality
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


31. Detail the Process Owner's responsibilities
Functional requirements - SLAs - benefits and design constraints
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
A structured set of activities designed to accomplish a specific objective.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


32. What is the Capacity Plan?
All services under development - growth and Outlook.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Tp provide the right for users to be able to use a service or group of services
The ability to detect events - make sense of them and determine right control action


33. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Known Error Database


34. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


35. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The services themselves - Service management processes - Technology (management of infrastructure) - People
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Configuration Management Database


36. 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


37. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Request for Change
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services


38. RACI
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
Responsible - Accountable - Consult - Inform
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


39. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
Action taken to recover after a failed change or release.
Configuration Management System
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


40. What are the objectives of Event Management?
Application support
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
Accountable for the delivery of a specific service.
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 -


41. What is the RACI matrix?
- 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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Configuration Item


42. What is the CSI register?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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)
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


43. What is the purpose of Continual Service Improvement?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


44. What are the objectives of the Knowledge 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
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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
Change Advisory Board


45. VOI
Value of Investment
Action taken to recover after a failed change or release.
Includes management of the component lifecycle of every CI (config item)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


46. What are the objectives of IT Operations Management?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.


47. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Ownership regardless of escalation remains with the service desk
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Similar to incident model - For problems that have an expensive solution


48. What is the purpose of Service Portfolio Management?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and 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.
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.


49. How is risk measured?
It defines performance and the alignment of IT services with the business.
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.
Service Level Agreement
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


50. SCMIS
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Business Continuity Management
Supplier and Contract Management Information System