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 are the components of value?
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

2. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide best practice guidance to all types of organizations.
Qualitative and Quantitative
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

3. VBF
Addition - modification - removal of anything that could have an effect on IT services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Vital Business Function

4. What are the two primary elements of value?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Utility 2) Warranty
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

5. What is the purpose of Service Catalogue Management?
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.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To provide a single source of information on all operational and ready for production services.
Functional requirements - SLAs - benefits and design constraints

6. What is a Service Portfolio?
A customer requirement for an aspect of an IT service
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.
- 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.

7. ITSM
Governs the org's approach to Information Security Management
IT Service Management
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

8. Technical and Application Management are involved in ___________________

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

9. 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

10. What is a Role?
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
Set of responsibilities - activities and authorities granted to a person or a team.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

11. What is a Change Proposal?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A formal proposal for major changes that involve high cost - risk or org. impact.
A service asset that needs to be managed to deliver a service

12. Detail the Process Manager's responsibilities
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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 provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Align new/changed services with business requirements - Maximize value to the business operations

13. What are two kinds of IT Services?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
- Change Management - Service Asset & Config Management - Knowledge Management
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)

14. What is the scope of Problem Management?
Define steps required to restore business process following disruption
Access - Identity - Rights - Service or Service Groups - Directory Services
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
Known Error Database

15. What is Service Assets?
The basis for value creation including both resources and capabilities
The phase that turns service strategy into a plan for delivering the business outcomes.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

16. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- Budgeting - Accounting - Charging (Billing)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

17. 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

18. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Business Continuity Management

19. What is the purpose of ITIL Complementatry Guidance?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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...
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Service Desk - Technical management - IT Operation Management - Application Management

20. What is the purpose of Service Operation?
Definitive Media Library
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
- 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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

21. What are the objectives of the service desk??
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Includes the processes - systems & functions to package - build - test and deploy a release in live use

22. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
Access - Identity - Rights - Service or Service Groups - Directory Services
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

23. What is the relationship between Incidents and Problems?
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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Incidents never become problems. They co-exist
By enhancing the performance of tasks and reducing the effect of constraints.

24. What is ITIL?
Configuration Item
Fit for purpose-the functionality of a product or service to meet a particular need.
Used to store and manage knowledge - info and data.
A set of best practice publications for IT service management

25. What is Information?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
It comes from providing context to data - Who? - What? - When? - Where?
Lifecycle wide process and relevant to all lifecycles
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

26. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To plan - schedule & control the build - test & deployment of releases
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

27. ECAB
Single Point Of Contact
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Return on Investment
Emergency Change Advisory Board

28. What does a process do?
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
Share perspectives - ideas - experience & info to enable informed decisions
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It takes inputs and turn them into outputs.

29. What are the activities associated with Problem Management?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
- 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

30. How do you escalate an incident?
Value of Investment
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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)
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

31. What should an incident model include??
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
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To provide and maintain a single source of info on all operational and ready to be introduced services

32. What is the Service Design Package?
Lifecycle wide process and relevant to all lifecycles
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

33. Resources are _____
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Tangible assets

34. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
Agreement between an IT service provider and another part of same organization that assists with service provision
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Qualitative and Quantitative

35. CMS
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
To quantify the impact to the business that loss of service would have
Service Asset and Configuration Management
Configuration Management System

36. What are the Service Operation Functions??
- 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
Service Desk - Technical management - IT Operation Management - Application Management
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.
To provide best practice guidance to all types of organizations.

37. Where is a role defined?
Any event which disrupts - or which could disrupt - a service
A role is defined in a process or function.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A formal proposal for major changes that involve high cost - risk or org. impact.

38. How do services facilitate outcomes?
By enhancing the performance of tasks and reducing the effect of constraints.
Emergency Change Advisory Board
- 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
Information Technology Infrastructure Library

39. Volume/Phase 4: Service Operation - What is it?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The system used to collect and manage Config Items (CI's)
A service provided by an IT service provider made up of a combination of IT - people and processes.

40. What is the scope of the seven steps to improvement?
Service Knowledge Management System
The process in which goals and objectives of service design stage are met
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
It can identify weaknesses or areas of improvements.

41. What is a Process Owner's responsibility?
A service asset that needs to be managed to deliver a service
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
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)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

42. What is the scope of Event Management?

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

43. What is the definition of Service Level Requirements?
It comes from providing context to data - Who? - What? - When? - Where?
A customer requirement for an aspect of an IT service
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
Responsible - Accountable - Consult - Inform

44. What is IT Service Management?
The implementation and management of IT services that meet the needs of the business.
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
Speeds up resolution - Concern of data quality
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

45. What is the purpose of the Capacity Management process?
- Manage access - Respond to requests for granting access - Oversee access
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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)

46. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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.
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.
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 -

47. What are the objectives of the Knowledge Management process??
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) Utility 2) Warranty
Underpinning Contract
Align new/changed services with business requirements - Maximize value to the business operations

48. What are the two types of Service Catalogues?
The services themselves - Service management processes - Technology (management of infrastructure) - People
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
1. Business Service Catalogue 2. Technical Service Catalogue.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

49. What are two levels of availability?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Executing the policies in information security management
Configuration Management System

50. Describe the Information Security Management process.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
The implementation and management of IT services that meet the needs of the business.
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.
- 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