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. Detail the Process Manager's responsibilities
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 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
A service asset that needs to be managed to deliver a service
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

2. What is the scope of the Service Level Management process?
1) Core Publications 2) Complimentary Guidance
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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

3. External Service Provider
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
The level to which the service meets a customer's expectation.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Everyone except for Type III service providers (third parties)

4. What is Warranty?
To provide and maintain a single source of info on all operational and ready to be introduced services
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!
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Executing the policies in information security management

5. SCMIS
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Continual Service Improvement
Functional requirements - SLAs - benefits and design constraints
Supplier and Contract Management Information System

6. What is Utility?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Fit for purpose-the functionality of a product or service to meet a particular need.
Governs the org's approach to Information Security Management

7. SACM
Service Asset and Configuration Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

8. What is the Known Error Database (KEDB)?
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
The ability to detect events - make sense of them and determine right control action
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

9. What is ITIL?
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...
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
Configuration Management Database
A set of best practice publications for IT service management

10. What does a Service Strategy define??
Responsible - Accountable - Consult - Inform
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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
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

11. What are the five stages of the Service Lifecycle?
intangible asset
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

12. What is the scope of Service Operation??
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The process that obtains value for money from suppliers.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Critical Success Factor

13. What is the purpose of Business Impact Analysis (BISA?
It's he process responsible for managing the lifecycle of all service requests from users
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.
To quantify the impact to the business that loss of service would have
- 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

14. 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

15. What actvities does Business Relationship Management Activities refer to?
- 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

16. What are the design constraints for a service?
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
To control lifecycle of all changes to be made with minimal disruption to services
Services that provide customer with wanted business outcomes.
- Capability constraints - Resource constraints - Utility constraints - And more...

17. Describe the Availability Management process.
Service Knowledge Management System
The process to ensure that the level of availability in services needs agrees with the required needs
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A service asset that needs to be managed to deliver a service

18. Shared Services Unit
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.
Similar to incident model - For problems that have an expensive solution
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

19. What is the Business Value of Service Strategy?
It defines performance and the alignment of IT services with the business.
Supplier and Contract Management Information System
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Budgeting - Accounting - Charging (Billing)

20. What is the Deming Cycle?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A formal proposal for major changes that involve high cost - risk or org. impact.
The ability to detect events - make sense of them and determine right control action
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.

21. What is a problem?
All services under development - growth and Outlook.
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.
The underlying cause of one or more failures
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

22. What are the two views of the Service Catalogue?
Data - Information - Knowledge - Wisdom
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

23. What is Value?

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

24. What is the definition of Service Level Requirements?
- 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 customer requirement for an aspect of an IT service
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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

25. VBF
The system used to collect and manage Config Items (CI's)
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Vital Business Function

26. What is Remediation Planning?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Business Continuity Management
To quantify the impact to the business that loss of service would have
Action taken to recover after a failed change or release.

27. What is an Outcome?
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
The result of an activity following a process or the delivery of a service.
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)

28. What is the purpose of Business Relationship Management??
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
intangible asset
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

29. What is the RACI matrix?
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a 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)

30. Resources are _____
Tangible assets
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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.

31. What are the phases of the ITIL Service Lifecycle?
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A service asset that needs to be managed to deliver a service

32. 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

33. IT Ops and Application Management are involved in _____________________
Business Continuity Management
Application support
The implementation and management of IT services that meet the needs of the business.
Strategic - Tactical - Operational - Commodity

34. Why is ITIL successful?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A service asset that needs to be managed to deliver a service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- Vendor neutral - Non prescriptive - Best practice

35. SPOC
Single Point Of Contact
The basis for value creation including both resources and capabilities
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

36. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
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.
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
Agreement between an IT service provider and another part of same organization that assists with service provision

37. What is Request for Change (RFC)?
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 -
The level to which the service meets a customer's expectation.
A service provided by an IT service provider made up of a combination of IT - people and processes.
A formal proposal for a change

38. 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

39. What is an IT Service?
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!
The process in which goals and objectives of service design stage are met
Speeds up resolution - Concern of data quality
A service provided by an IT service provider made up of a combination of IT - people and processes.

40. RFC
Request for Change
Lifecycle wide process and relevant to all lifecycles
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
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

41. RACI
Ownership regardless of escalation remains with the service desk
Responsible - Accountable - Consult - Inform
To provide and maintain a single source of info on all operational and ready to be introduced services
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

42. What are the components of value?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Customer Perception 2) Customer Preference 3) Business Outcomes

43. How do you escalate 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)
Configuration Management Database
The result of an activity following a process or the delivery of a service.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

44. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Manage access - Respond to requests for granting access - Oversee access
Change Advisory Board

45. How do you categorize an incident?
Accountable for the delivery of a specific service.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- 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

46. What is a Function?
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A set of discrete facts
A group of people and the tools they use to perform one or more processes or activities.

47. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
By enhancing the performance of tasks and reducing the effect of constraints.
- Vendor neutral - Non prescriptive - Best practice

48. What should Major Problem Review focus on?
1) Utility 2) Warranty
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

49. 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.
Executing the policies in information security management
This is where the customer sees the actual value of the services
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

50. What is a Process?
intangible asset
Configuration Management System
- Manage access - Respond to requests for granting access - Oversee access
A set of activities to accomplish an objective.