Foundation

Question 1

What are the four different Service Desk types?

Answer 1

Local, Centralised, Virtual and Follow the Sun

Question 2

The key stages of the ITIL process model.

Answer 2

Service Strategy, Service Design, Service Transition, Service Operation

Question 3

What is the 3rd stage in the ITIL process model?

Answer 3

Service Transition

Question 4

What is the 2nd stage in the ITIL process model?

Answer 4

Service Design

Question 5

What is the 1st stage in the ITIL process model?

Answer 5

Service Strategy

Question 6

What is the 4th stage in the ITIL process model?

Answer 6

Service Operation

Question 7

When is CSI applicable?

Answer 7

Throughout the entire process

Question 8

How many steps does CSI involve?

Answer 8

7

Question 9

What does SLA stand for?

Answer 9

Service Level Agreement (SLA)

Question 10

What does OLA stand for?

Answer 10

Object Level Agreement (OLA)

Question 11

What does SKMS stand for?

Answer 11

Service Knowledge Management System (SKMS)

Question 12

What does CMS stand for?

Answer 12

Configuration Management System (CMS)

Question 13

What does CMDB stand for?

Answer 13

Configuration Management Database (CMDB)

Question 14

What is the KEDB?

Answer 14

Known Error Database (KEDB)

Question 15

What does ITSCM stand for?

Answer 15

IT Service Continuity Management (ITSCM)

Question 16

Under which step does the Deming Cycle come under?

Answer 16

Continual Service Improvement (CSI)

Question 17

What is the CAB?

Answer 17

Change Advisory Board (CAB)

Question 18

What is ECAB?

Answer 18

Emergency Change Advisory Board (ECAB)

Question 19

What is the DML?

Answer 19

Definitive Media Library (DML)

Question 20

Which stage negotiates supplier contracts?

Answer 20

Service Design

Question 21

What is the Deming Cycle?

Answer 21

A Continual Service Improvement (CSI) Model

Question 22

How many steps does the Deming Cycle have?

Answer 22

4

Question 23

What are the Deming Cycle steps?

Answer 23

Plan, do, check, act

Question 24

What does ITIL stand for?

Answer 24

Information Technology Infrastructure Library

Question 25

What is ITIL?

Answer 25

A body of knowledge and best practices for successful IT Service management

Question 26

What does MTBF stand for?

Answer 26

Mean time between failures

Question 27

What does RTO stand for?

Answer 27

Recovery time objective

Question 28

What is a service that is no longer in use called?

Answer 28

Retired

Question 29

What is a Service Catalogue?

Answer 29

An organised collection of any and all IT related Services

Question 30

Define Service Pipeline.

Answer 30

Service pipeline is the concept that defines all services that are conceptual or are currently under development

Question 31

What stage does Business Relationship Management come under?

Answer 31

Service Strategy

Question 32

What stage does Demand Management come under?

Answer 32

Service Strategy

Question 33

What stage does Service Level Management come under?

Answer 33

Service Design

Question 34

What does SLM stand for?

Answer 34

Service Level Management (SLM)

Question 35

Who deals with requests for change?

Answer 35

The Change Advisory Board (CAB)

Question 36

What does SDP stand for?

Answer 36

Service Design Package (SDP)

Question 37

Which stage deals with Release and Deployment Management?

Answer 37

Service Transition

Question 38

Which stage deals with Change Management?

Answer 38

Service Transition

Question 39

What does LTBO stand for?

Answer 39

Long Term Business Objectives (LTBO)

Question 40

What is the order of processes defined by the process model?

Answer 40

Service Strategy, Service Design, Service Transition, Service Operation

Question 41

How many categories are there that a service can be categorised into?

Answer 41

3

Question 42

What are the 3 categories a service can be categorised as?

Answer 42

Core Service, Enabling Service, Enhancing Service

Question 43

What is a Core Service?

Answer 43

A service that deliver the basic outcome the customer desires

Question 44

What is an Enabling Service?

Answer 44

A service necessary to deliver a Core Service

Question 45

What is a Enhancing Service?

Answer 45

A service that adds onto the Core Service to make it more attractive to the customer, they don't for fill customer requirements but instead enhance the experience.

Question 46

Which service type is designed to enhance the experience?

Answer 46

An Enhancing Service

Question 47

What is a Stakeholder?

Answer 47

Anyone that has an interest in an organisation supplying one or more services to customers - Internal or External

Question 48

How many types of Service Providers are there?

Answer 48

3

Question 49

What are the 3 types of Service Providers?

Answer 49

Type 1 - Internal Type 2 - Shared Services Unit (SSU) Type 3 - External

Question 50

Define Shared Services Unit (SSU)

Answer 50

An Internal Service Provider that provides services to multiple business units

Question 51

What is a Customer?

Answer 51

Anyone that purchases goods or a service

Question 52

What are the four main characteristics of a process?

Answer 52

Measurability, Specific Results, Customers, Responsiveness to specific triggers

Question 53

What is the role of facilities management?

Answer 53

To manage the physical environment where the IT infrastructure is located

Question 54

What is the objective of capacity management?

Answer 54

To ensure that the capacity of IT services and Infrastructure is able to deliver the agreed service s level targets in an efficient and cost-effective manner.