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. What is the scope of the Service Asset & Config Management (SACM) process?
A service asset that needs to be managed to deliver a 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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Includes management of the component lifecycle of every CI (config item)

2. What is the purpose of Service Design??
The services themselves - Service management processes - Technology (management of infrastructure) - People
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Request for Change

3. What are three types of events?

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

4. Detail the Service Owner's repsonsibility.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Up to each org to decide which service requests it will handle
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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

5. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The system used to collect and manage Config Items (CI's)

6. Describe the Service Catalogue Management process.
Service Level Agreement
It's he process responsible for managing the lifecycle of all service requests from users
To provide and maintain a single source of info on all operational and ready to be introduced services
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

7. BIA
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
A service asset that needs to be managed to deliver a service
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Business Impact Analysis

8. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
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
Underpinning Contract
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.

9. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Operation Level Agreement
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Supplier and Contract Management Information System

10. ITSM
- 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
IT Service Management
Emergency Change Advisory Board
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

11. Volume/Phase 3: Service Transition - What is it?
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.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The phase that turns service strategy into a plan for delivering the business outcomes.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

12. 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

13. What are the objectives of the service desk??
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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

14. What is Data?
A set of discrete facts
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1) Core Publications 2) Complimentary Guidance
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

15. Who should the Information Security Policy be communicated to?
Problem that has a documented root cause and workaround
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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
Everyone except for Type III service providers (third parties)

16. What is the purpose of Continual Service Improvement?
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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Agreement between an IT service provider and another part of same organization that assists with service provision
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

17. What are two availability management activities?
Keep it simple - Use multi-level categorization - Use categorization for reporting
A function that reflects the part of business process that is critical to success of business
Change Advisory Board
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

18. DML
To quantify the impact to the business that loss of service would have
To provide and maintain a single source of info on all operational and ready to be introduced services
Definitive Media Library
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

19. What is a Role?
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
Set of responsibilities - activities and authorities granted to a person or a team.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

20. What is the purpose of Service Strategy?

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

21. What is the scope of the seven steps to improvement?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Is responsible for managing applications through their lifecycle
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f

22. ITIL
Information Technology Infrastructure Library
Share perspectives - ideas - experience & info to enable informed decisions
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
Request for Change

23. What are the objectives of Problem Management?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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

24. What are the objectives of the Service Level Management process?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
The process to ensure that the level of availability in services needs agrees with the required needs
All services under development - growth and Outlook.

25. What are the two primary elements of value?
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!
Define steps required to restore business process following disruption
Return on Investment
1) Utility 2) Warranty

26. 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
Configuration Management Database
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!

27. What are the Service Transition processes??
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1. Business Service Catalogue 2. Technical Service Catalogue.
Design - testing - improvements of CI's
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

28. How do you escalate an incident?
Governs the org's approach to Information Security Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
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)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

29. 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.
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Up to each org to decide which service requests it will handle

30. What does a process do?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
Emergency Change Advisory Board
It takes inputs and turn them into outputs.

31. SLM
- 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
A service asset that needs to be managed to deliver a service
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)
Service Level Management

32. 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
It defines performance and the alignment of IT services with the business.
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
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.

33. What are the objectives of Service Operation?
Includes management of the component lifecycle of every CI (config item)
- 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
Functional requirements - SLAs - benefits and design constraints
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve

34. What is the business value of Continual Service Improvement?
Data - Information - Knowledge - Wisdom
Addition - modification - removal of anything that could have an effect on IT services
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
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

35. DIKW
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Data - Information - Knowledge - Wisdom
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
Known Error Database

36. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

37. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
A role is defined in a process or function.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

38. What is a Resource?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Qualitative and Quantitative

39. What are the objectives of the seven steps to improvement?
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
This is where the customer sees the actual value of the services
Functional requirements - SLAs - benefits and design constraints

40. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Utility 2) Warranty
Fit for purpose-the functionality of a product or service to meet a particular need.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

41. What are the objectives of Request Fulfillment?
It takes inputs and turn them into outputs.
- 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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

42. It's part of the SKMS (service knowledge management system)
Service Desk - Technical management - IT Operation Management - Application Management
A group of people and the tools they use to perform one or more processes or activities.
Speeds up resolution - Concern of data quality
1. Business Service Catalogue 2. Technical Service Catalogue.

43. CAM
It comes from providing context to data - Who? - What? - When? - Where?
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
Change Advisory Board
Service Desk - Technical management - IT Operation Management - Application Management

44. What is the Capacity Plan?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
It comes from providing context to data - Who? - What? - When? - Where?

45. What is the Service Design phase?
Pattern of Business Activity (PBA)
Services that provide customer with wanted business outcomes.
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

46. What are the objectives of the Service Asset & Config Management (SACM) process??

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

47. What is the definition of Service Level Requirements?
A customer requirement for an aspect of an IT service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Known Error Database
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...

48. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Ownership regardless of escalation remains with the service desk

49. What are the Incident Management activities??
- Change Management - Service Asset & Config Management - Knowledge Management
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 -
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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

50. SCMIS
Supplier and Contract Management Information System
To plan - schedule & control the build - test & deployment of releases
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
The process to ensure that the level of availability in services needs agrees with the required needs