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ITIL
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Study First
Subjects
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certifications
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itil
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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 seven steps to improvement?
Everyone except for Type III service providers (third parties)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Fit for purpose-the functionality of a product or service to meet a particular need.
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
2. What processes are related to of Service Operation??
The process in which goals and objectives of service design stage are met
- 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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The implementation and management of IT services that meet the needs of the business.
3. What are the the 4 P's in Service Design?
Functional requirements - SLAs - benefits and design constraints
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
4. What is the Service Design Package?
Change Advisory Board
Strategic - Tactical - Operational - Commodity
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Problem that has a documented root cause and workaround
5. SLA
Responsible - Accountable - Consult - Inform
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)
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Service Level Agreement
6. What is the role of technical management?
Service Level Management
Everyone except for Type III service providers (third parties)
- 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
Incidents never become problems. They co-exist
7. What are the objectives of Availability Management process?
Used to store and manage knowledge - info and data.
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
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
- Change Management - Service Asset & Config Management - Knowledge Management
8. What are the objectives of the seven steps to improvement?
Information Communication Technology
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
Responsible - Accountable - Consult - Inform
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
9. Name the characteristics of value
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- Vendor neutral - Non prescriptive - Best practice
10. What are Retired Services?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Services that are no longer available.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A formal proposal for major changes that involve high cost - risk or org. impact.
11. What are the 4 P's in Service Design used for?
It takes inputs and turn them into outputs.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
To provide a balanced view of overall service
Tangible assets
12. How do services facilitate outcomes?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
By enhancing the performance of tasks and reducing the effect of constraints.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Accountable for the delivery of a specific service.
13. What is the Snapshot?
- Budgeting - Accounting - Charging (Billing)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Business Impact Analysis
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.
14. What is IT Service Management?
This is where the customer sees the actual value of the services
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Vital Business Function
The implementation and management of IT services that meet the needs of the business.
15. ITSM
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
It covers: - design - implementation - measurement -management -improvement of service and component availability
IT Service Management
Tp provide the right for users to be able to use a service or group of services
16. What is the definition of a Service Level Agreement Monitoring Chart?
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
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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
17. What is Request for Change (RFC)?
Used to store and manage knowledge - info and data.
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
A formal proposal for a change
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.
18. What is the purpose of Request Fulfillment?
19. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
20. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
- 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
Application support
21. What are the objectives of the Service Level Management process?
The implementation and management of IT services that meet the needs of the business.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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
22. What is the scope of the Capacity Management process?
The process to ensure that the level of availability in services needs agrees with the required needs
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 scope considers all resources required to deliver service and plans for short - medium and long term requirements
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
23. What are the two types of Service Catalogues?
Share perspectives - ideas - experience & info to enable informed decisions
1. Business Service Catalogue 2. Technical Service Catalogue.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
24. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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.
Operation Level Agreement
Request for Change
25. What are the objectives of Service Operation?
- 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
The system used to collect and manage Config Items (CI's)
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.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
26. CAM
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Change Advisory Board
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.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
27. What activities support Continual Service Improvement?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- 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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Any event which disrupts - or which could disrupt - a service
28. What are CSF's?
1) Preferences 2) Past experiences 3) Communications
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It's he process responsible for managing the lifecycle of all service requests from users
29. What is the scope of Availability Management process?
- 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 ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
It covers: - design - implementation - measurement -management -improvement of service and component availability
30. What is the scope of Service Transition?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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
The system used to collect and manage Config Items (CI's)
31. What is the purpose of Service Strategy?
32. What is the relationship between Incidents and Problems?
Everyone except for Type III service providers (third parties)
Incidents never become problems. They co-exist
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The process to ensure that the level of availability in services needs agrees with the required needs
33. What is the scope of Service Operation??
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The services themselves - Service management processes - Technology (management of infrastructure) - People
34. ROI
A set of activities to accomplish an objective.
Return on Investment
Pattern of Business Activity
Provide overall planning for service transition and coordinate resources required for it
35. A workload profile is also referred to as?
Pattern of Business Activity
Speeds up resolution - Concern of data quality
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
Pattern of Business Activity (PBA)
36. What topics are covered in Service Strategy?
The process in which goals and objectives of service design stage are met
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Speeds up resolution - Concern of data quality
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
37. What are the Capacity Sun- Processes?
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 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
Critical Success Factor
Known Error Database
38. What is the purpose of the Knowledge Management process?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Share perspectives - ideas - experience & info to enable informed decisions
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.
Any event which disrupts - or which could disrupt - a service
39. What levels are baselines established at?
40. What does a Service Strategy define??
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
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Agreement between an IT service provider and another part of same organization that assists with service provision
Return on Investment
41. What is a Resource?
Configuration Management Database
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
42. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
The process to ensure that the level of availability in services needs agrees with the required needs
Ensure assets required to deliver service are controlled and info is available for them
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
43. SACM
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Service Asset and Configuration Management
Single Point Of Contact
1) Quality Service 2) Cost-effective Services
44. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
45. How do you prioritize an incident?
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)
Similar to incident model - For problems that have an expensive solution
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
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
46. What processes does the Change Management process interface with?
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Budgeting - Accounting - Charging (Billing)
Data - Information - Knowledge - Wisdom
47. BCM
Business Continuity Management
Design - testing - improvements of CI's
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
48. 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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
Ensure assets required to deliver service are controlled and info is available for them
49. Describe Time Scales of Incident Management
50. OLA
Operation Level Agreement
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Problem that has a documented root cause and workaround
The result of an activity following a process or the delivery of a service.