Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

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. Describe the IT Service Continuity Management process.
The underlying cause of one or more failures
Service Knowledge Management System
To be accountable for the operational management of the process.
The process that supports the Business Continuity Management process by managing risks that could affect services.

2. What is a Service?
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.
Services that provide customer with wanted business outcomes.
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

3. Shared Services Unit
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Single Point Of Contact
Up to each org to decide which service requests it will handle
To be accountable for the operational management of the process.

4. 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

5. What is the definition of Service Level Requirements?
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
A customer requirement for an aspect of an IT service

6. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
Used to store and manage knowledge - info and data.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.

7. What is the purpose of IT Operations Management?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Supplier and Contract Management Information System
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
It defines performance and the alignment of IT services with the business.

8. BCP
Business Continuity Plan
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

9. Name the characteristics of value
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

10. What is the scope of the Service Asset & Config Management (SACM) process?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Provide overall planning for service transition and coordinate resources required for it
Is a request from a user for info - advice - standard change - or access to an IT service
Includes management of the component lifecycle of every CI (config item)

11. What is the purpose of the Information Security Management (ISM) process?

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

12. TCO
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Total Cost of Ownership
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

13. Detail the Service Owner's repsonsibility.
Business Impact Analysis
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a

14. What is the configuration baseline?
Is responsible for managing applications through their lifecycle
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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.
Tangible assets

15. What are the objectives of the service desk??
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
Makes use of knowledge to create value through well-informed decisions
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.

16. When do you conduct a major problem review?
Accountable for the delivery of a specific service.
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
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

17. What is the objective of Service Strategy
Critical Success Factor
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
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.

18. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Configuration Management System
Tangible assets
Is a request from a user for info - advice - standard change - or access to an IT service

19. What is the UC?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.
A service provided by an IT service provider made up of a combination of IT - people and processes.
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

20. What is Remediation Planning?
To provide best practice guidance to all types of organizations.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Action taken to recover after a failed change or release.
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)

21. What are the objectives of Incident Management?
Lifecycle wide process and relevant to all lifecycles
Value of Investment
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- 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

22. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Operation Level Agreement
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Supplier and Contract Management Information System

23. What are the five aspects of Service Design?
Data - Information - Knowledge - Wisdom
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

24. CMDB
Configuration Management Database
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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.

25. What is the scope of Continual Service Improvement??
1) Quality Service 2) Cost-effective Services
Action taken to recover after a failed change or release.
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) 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

26. What is the purpose of Event Management?
A formal proposal for a change
Includes the processes - systems & functions to package - build - test and deploy a release in live use
The ability to detect events - make sense of them and determine right control action
To provide a balanced view of overall service

27. What are the Incident Management activities??
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 -
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.
Continual Service Improvement

28. ICT
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Information Communication Technology
The phase that turns service strategy into a plan for delivering the business outcomes.
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.

29. What is an incident?
- Capability constraints - Resource constraints - Utility constraints - And more...
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
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
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

30. What is the Service Level Agreement?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Functional requirements - SLAs - benefits and design constraints
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.

31. CI
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
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
Configuration Item
Includes the processes - systems & functions to package - build - test and deploy a release in live use

32. What is risk?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

33. Describe the Information Security Management process.
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)
- Vendor neutral - Non prescriptive - Best practice
Configuration Item
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.

34. What is availability?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To plan - schedule & control the build - test & deployment of releases

35. What are the components of value?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Service Asset and Configuration Management
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Customer Perception 2) Customer Preference 3) Business Outcomes

36. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Internal Service Provider - Shared Service Unit - External Service Provider
Application support
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

37. What are KPI'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
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's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

38. What is the role of technical management?
1) Quality Service 2) Cost-effective Services
- 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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Underpinning Contract

39. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
The process to ensure that the level of availability in services needs agrees with the required needs
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Includes the processes - systems & functions to package - build - test and deploy a release in live use

40. What is ITIL?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A set of best practice publications for IT service management

41. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

42. What is the scope of Access Management?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It defines performance and the alignment of IT services with the business.
Executing the policies in information security management
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.

43. What is a Change Proposal?
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
The underlying cause of one or more failures
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m

44. What are the two types of Service Catalogues?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1. Business Service Catalogue 2. Technical Service Catalogue.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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.

45. What two processes is Problem Management made up of?
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Tangible assets
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

46. Describe Time Scales of Incident Management

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

47. What is a problem?
The underlying cause of one or more failures
- New service - Major change to service - Removal of service - Changes to the SDP itself
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

48. What are the objectives of Service Operation?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- 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

49. What is an Alert?
A customer requirement for an aspect of an IT service
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured

50. What is the scope of the Release & Deployment Management process?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A group of people and the tools they use to perform one or more processes or activities.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.