ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What are the phases of Release & Deployment?
Includes management of the component lifecycle of every CI (config item)
- Capability constraints - Resource constraints - Utility constraints - And more...
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


2. What are the objectives of the Transition Planning & Support process?
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...
Access - Identity - Rights - Service or Service Groups - Directory Services
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


3. What is the configuration baseline?
Strategic - Tactical - Operational - Commodity
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.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


4. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Strategic - Tactical - Operational - Commodity
- 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
1) Preferences 2) Past experiences 3) Communications


5. What are the objectives of Incident Management?
Problem that has a documented root cause and workaround
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
To provide and maintain a single source of info on all operational and ready to be introduced services


6. What are three types of events?

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


7. 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


8. How is risk measured?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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.
Qualitative and Quantitative
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


9. External Service Provider
Request for Change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- Release & Deployment - Transition Planning & Support
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


10. CAM
Configuration Management Database
Speeds up resolution - Concern of data quality
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)
Change Advisory Board


11. TCO
Ensure assets required to deliver service are controlled and info is available for them
Total Cost of Ownership
The implementation and management of IT services that meet the needs of the business.
Pattern of Business Activity


12. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A service provided by an IT service provider made up of a combination of IT - people and processes.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


13. 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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A group of people - tools and resources used to carry out a process activity.
It can identify weaknesses or areas of improvements.


14. 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


15. What is a Config Item (CI)?
Used to store and manage knowledge - info and data.
A service asset that needs to be managed to deliver a service
- Release & Deployment - Transition Planning & Support
IT Service Management


16. What is the Business Value of Service Design?
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.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Quality Service 2) Cost-effective Services
A service provided by an IT service provider made up of a combination of IT - people and processes.


17. What are the Service Operation Functions??
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Service Desk - Technical management - IT Operation Management - Application Management
Design - testing - improvements of CI's
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


18. CSF
Vital Business Function
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.
Critical Success Factor
It defines performance and the alignment of IT services with the business.


19. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Tangible assets
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


20. What is the business value of Service Operation?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Carry out one or more process activities
Up to each org to decide which service requests it will handle
This is where the customer sees the actual value of the services


21. 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


22. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Services that are no longer available.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


23. What are the three types of Service Providers??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Internal Service Provider - Shared Service Unit - External Service Provider
A set of responsibilities defined in a process and assigned to a person or team.


24. What are two levels of availability?
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)
To plan - schedule & control the build - test & deployment of releases
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
It can identify weaknesses or areas of improvements.


25. What Service Transition processes support all lifecycle phases?
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.
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
- Change Management - Service Asset & Config Management - Knowledge Management
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


26. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
- Manage access - Respond to requests for granting access - Oversee access
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


27. What is the purpose of IT Operations Management?
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.
The process in which goals and objectives of service design stage are met
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


28. What drives service design?
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
Functional requirements - SLAs - benefits and design constraints
Problem that has a documented root cause and workaround
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


29. What is a Service Portfolio?
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) 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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- Budgeting - Accounting - Charging (Billing)


30. What are the components of IT Operations Management?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
By enhancing the performance of tasks and reducing the effect of constraints.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


31. What are the components of value?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
The process that obtains value for money from suppliers.
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes


32. What is Data?
A set of discrete facts
Qualitative and Quantitative
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.
- Change Management - Service Asset & Config Management - Knowledge Management


33. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Set of responsibilities - activities and authorities granted to a person or a team.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


34. Describe the Supplier Management process.
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)
Pattern of Business Activity (PBA)
The process that obtains value for money from suppliers.
Set of responsibilities - activities and authorities granted to a person or a team.


35. What is the purpose of Availability Management process?
By enhancing the performance of tasks and reducing the effect of constraints.
Speeds up resolution - Concern of data quality
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


36. What is a Function?
A group of people - tools and resources used to carry out a process activity.
It's he process responsible for managing the lifecycle of all service requests from users
Executing the policies in information security management
- Release & Deployment - Transition Planning & Support


37. What should Major Problem Review focus on?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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


38. What is the scope of Incident Management?
Application support
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Any event which disrupts - or which could disrupt - a service
A set of discrete facts


39. Detail the Process Manager's responsibilities
- Change Management - Service Asset & Config Management - Knowledge Management
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid


40. What is risk?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The level to which the service meets a customer's expectation.


41. What is an Outcome?
The result of an activity following a process or the delivery of a service.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Any event which disrupts - or which could disrupt - a service


42. What are KPI's?
It can identify weaknesses or areas of improvements.
IT Service Management
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)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


43. What is the purpose of ITIL Core Publications?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To provide best practice guidance to all types of organizations.
A set of discrete facts
1. Business Service Catalogue 2. Technical Service Catalogue.


44. What are the design constraints for 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.)
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Capability constraints - Resource constraints - Utility constraints - And more...
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...


45. What is the Information Security Policy?

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


46. Internal Service Provider
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
A service provider which functions within the business units they server.
Configuration Item
A set of activities to accomplish an objective.


47. What is the purpose of the Knowledge Management process?
The ability to detect events - make sense of them and determine right control action
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Share perspectives - ideas - experience & info to enable informed decisions
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!


48. What is a Function?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A group of people and the tools they use to perform one or more processes or activities.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


49. What are the seven steps to improvement?
Business Continuity Management
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
A 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
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


50. What types of metrics are there and what are they??

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