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 two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The level to which the service meets a customer's expectation.
A set of responsibilities defined in a process and assigned to a person or team.
The phase that turns service strategy into a plan for delivering the business outcomes.


2. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Core Publications 2) Complimentary Guidance
- 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
The underlying cause of one or more failures


3. What is the scope of Incident Management?
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
Key Performance Indicator
Any event which disrupts - or which could disrupt - a service
Agreement between an IT service provider and another part of same organization that assists with service provision


4. BCP
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Set of responsibilities - activities and authorities granted to a person or a team.
Business Continuity Plan
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


5. What actvities does Business Relationship Management Activities refer to?
The underlying cause of one or more failures
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Align new/changed services with business requirements - Maximize value to the business operations


6. What are the objectives of Access Management?
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
Information Communication Technology
- Manage access - Respond to requests for granting access - Oversee access
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


7. Describe the Design Coordination process.
Known Error Database
The process in which goals and objectives of service design stage are met
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)
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


8. What is the scope of the seven steps to improvement?
The phase that turns service strategy into a plan for delivering the business outcomes.
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
- Change Management - Service Asset & Config Management - Knowledge Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


9. What is the RACI matrix?
Underpinning Contract
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.


10. What is the Service Design phase?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Operation Level Agreement
The phase that turns service strategy into a plan for delivering the business outcomes.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


11. DIKW
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Data - Information - Knowledge - Wisdom


12. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Single Point Of Contact
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Access - Identity - Rights - Service or Service Groups - Directory Services


13. What is a Config Item (CI)?
Service Desk - Technical management - IT Operation Management - Application Management
A service asset that needs to be managed to deliver a service
Known Error Database
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)


14. What is the scope of Service Operation??
This is where the customer sees the actual value of the services
The services themselves - Service management processes - Technology (management of infrastructure) - People
- Change Management - Service Asset & Config Management - Knowledge Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


15. What communication is part of Service Operation?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Similar to incident model - For problems that have an expensive solution
A customer requirement for an aspect of an IT service
Includes the processes - systems & functions to package - build - test and deploy a release in live use


16. What is the definition of a Service Review?
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
The process in which goals and objectives of service design stage are met
Similar to incident model - For problems that have an expensive solution
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


17. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


18. What is the Organization Level Agreement?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Agreement between an IT service provider and another part of same organization that assists with service provision
A customer requirement for an aspect of an IT service
Fit for Purpose - The functionality of a product or service from a customer's perspective.


19. What is risk?
Qualitative and Quantitative
Service Desk - Technical management - IT Operation Management - Application Management
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...
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


20. UC
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
- 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
Underpinning Contract
Service Level Management


21. What is the definition of a Service Level Agreement Monitoring Chart?
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
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
Business Continuity Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


22. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
A group of people and the tools they use to perform one or more processes or activities.
To be accountable for the operational management of the process.


23. What activities support Continual Service Improvement?
Ownership regardless of escalation remains with the service desk
- 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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info


24. What is the scope of the Service Asset & Config Management (SACM) process?
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
Includes management of the component lifecycle of every CI (config item)
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
To provide a balanced view of overall service


25. What processes interfaces with Problem Management?
A set of best practice publications for IT service management
To provide a balanced view of overall service
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
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


26. 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


27. What is the Business Value of Service Design?
Set of responsibilities - activities and authorities granted to a person or a team.
- 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) Quality Service 2) Cost-effective Services
Business Impact Analysis


28. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
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
Provide overall planning for service transition and coordinate resources required for it
Return on Investment


29. Resources are _____
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Vital Business Function
Tangible assets


30. What levels are baselines established at?

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


31. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


32. What are the Service Operation Functions??
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Service Desk - Technical management - IT Operation Management - Application Management
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


33. What is availability?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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.
Tp provide the right for users to be able to use a service or group of services
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...


34. What are the objectives of Problem Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Configuration Management System
ensuer goals of service design stage are met with single point of coordination within this stage
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


35. CI
Configuration Item
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Business Continuity Management


36. 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


37. Detail the Process Owner's responsibilities
A group of people and the tools they use to perform one or more processes or activities.
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
- 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
Configuration Management System


38. What is the purpose of the Design Coordination process?
A group of people - tools and resources used to carry out a process activity.
ensuer goals of service design stage are met with single point of coordination within this stage
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
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.


39. What is Information?
A set of best practice publications for IT service management
It comes from providing context to data - Who? - What? - When? - Where?
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
To provide a single source of information on all operational and ready for production services.


40. What are two kinds of IT Services?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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.


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

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


42. What is the role of technical management?
A set of activities to accomplish an objective.
- 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 Asset and Configuration Management
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


43. What is the Deming Cycle?
Known Error Database
The basis for value creation including both resources and capabilities
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.
Includes the processes - systems & functions to package - build - test and deploy a release in live use


44. What is the purpose of Business Relationship Management??
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
Change Advisory Board
To quantify the impact to the business that loss of service would have
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


45. What are the 4 levels of service provision expectations?

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


46. SACM
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Service Asset and Configuration Management
Change Advisory Board
It takes inputs and turn them into outputs.


47. What is Warranty?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


48. What are the Change Types?
- 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
Problem that has a documented root cause and workaround
Supplier and Contract Management Information System
Keep it simple - Use multi-level categorization - Use categorization for reporting


49. What is stored in the Service Knowledge Management System (SKMS)??

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


50. What is a Service Request?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Is a request from a user for info - advice - standard change - or access to an IT service
By enhancing the performance of tasks and reducing the effect of constraints.
Request for Change