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ITIL > ITIL Foundation > Flashcards

ITIL Foundation Flashcards

0
Q

Source for Best Practices include.

A

Public framework - ITIL, COBIT, CMMI
Standards - ISO/IEC 2000 & ISO/IEC 27001
Proprietary knowledge - vendors, individuals & organizations

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1
Q

What are the five ITIL processes?

A 
SS - Service Strategy
SD - Service Design
ST - Service Transition
SO - Service Operation
CSI - Continual Service Improvement
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2
Q

Provide examples of (best practices) Public Framework.

A

ITIL, COBIT, CMMI

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3
Q

Provide examples of (best practices) Standards.

A

ISO/IEC 2000

ISO/IEC 27001

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4
Q

Provide examples of (best practices) Proprietary Knowledge

A

Vendors, individual and organizations

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5
Q

Organization should maintain and share public framework and standards along with proprietary knowledge to be at an advantage with competition and to be able to collaborate and coordinate easy across organizations.

True or False

A

True

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6
Q

The ITIL core is structured around:

a. An operations lifecycle
b. An IT management lifecycle
c. A Service lifecycle
d. An Infrastructure lifecycle

A

C. A service lifecycle

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7
Q
  1. Facilities Management refers to:
    a. The management of IT services that are viewed as utilities, such as printers or network access.
    b. Advice and guidance to IT operations regarding methodology and tools for managing IT services.
    c. The management of the physical IT environment such as a data center.
    d. The procurement and maintenance of tools used by IT operations staff to maintain infrastructure.
A

c. The management of the physical IT environment such as a data center

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8
Q
  1. What is the purpose of the Request Fulfillment process?
    a. Dealing with Service Requests from the users
    b. Making sure all requests within an IT organization are fulfilled
    c. Ensuring fulfillment of Change requests
    d. Making sure the SLA is met
A

a. Dealing with Service Requests from the users

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9
Q
  1. What is the first activity of the CSI model?
    a. Assess the current business situation
    b. Understand the vision of the business
    c. Agree on priorities for improvement
    d. Create and verify a plan
A

b. Understand the vision of the business

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10
Q

What is the BEST definition of an Incident Model?

a. The template used to define the Incident logging form used to record Incidents
b. A type of Incident involving a CI standard or model type
c. A set of predefined steps to be followed when dealing with a known Incident type
d. An Incident that is easy to resolve

A

c. A set of predefined steps to be followed when dealing with a known Incident type

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11
Q

How are functions BEST described?

a. A body of knowledge
b. Closed loop systems
c. Self-contained units of organizations
d. Projects focusing on transformation

A

c. Self-contained units of organizations

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12
Q

What does RACI stand for ….

A

Responsible, accountable, consulted & informed

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13
Q

The service owner is accountable for …

A

Delivery of a specific service regardless of where the underpinning technology’s component processes or professional capabilities reside.

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14
Q

Under service strategy what is utility?

A

Utility fits the purpose of the functionality offered by a product or service to meet a particular need.

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15
Q

Under service strategy what is warranty?

A

Warranty fit s promise or guarantee that availability capability continuity and security are all meeting customers expectations.

16
Q

Why does organization use resource and capability assets. . .

A

To create value in the form of goods and services.

17
Q

Under service assets what is capabilities?

A

Management, organization, process, knowledge, & people (experience, skill and relationship).

18
Q

Under service assets what is resources?

A

Financial capital, infrastructure, applications, information, people (number of employees).

19
Q

Utility + warranty =

A

Value

20
Q

The two distinct stages in a Risk framework are . . .

A

Risk analysis and Risk management

21
Q

How many types of service providers are there

A

Three

22
Q

What are the three types of Service Providers?

A

Type I - internal service provider
Type II - service unit
Type III - external service provider

23
Q

What are the components of value?

A

The business outcomes that are achieve
The preferences of the customers
The perception of the customer of what was delivered

24
Q

What is CSI?

A

Continual service improvement

25
Q

The Service Portfolio includes three categories which are . . .

A 
Service Pipeline (proposed or in development)
Service Catalog (live or available forward deployment)
Retired Services
26
Q

Which one of the following is not a stage of the service lifecycle

A

Service optimization

27
Q

Which of the following are characteristics of every process?

A
  1. it’s measurable
  2. it delivers a specific result
  3. it delivers primary results to customers and stakeholders

all of the above

28
Q

Which statement about value creation through services is correct?

A

The customer’s perception of the service is an important factor in value creation.

29
Q

Which one of the following statements about the internal and external customers is most correct?

A

Internal and external customers should receive the level of customer service that has been agreed.

30
Q

Which one of the following should IT services delivered to customers

A

Value

31
Q

What does ‘warranty of a service’ mean?

A

Customers are assured of a certain level of availability, capability, continuity and security.

32
Q

What are the characteristics of a process?

A

Measurable
Specific results
Customers
Response to a specific event

33
Q

What is a Process?

A

A process is a structured set of activities designed to accomplish a specific objective a process takes one or more defined inputs and turn them into defined outputs.

34
Q

What is IT service manager (ITSM)?

A

The implementation and management of quality IT services that meet the needs of the business IT service manager is performed by IT services provider through an appropriate mix of people, process, information and technology.

35
Q

What is the function?

A

A function is team or group of people and the tools they that use to perform one or more processes or activities.

36
Q

What is governance?

A

Ensures that policies and strategies are actually implemented and that required processes are correctly followed. Governance includes defining roles and responsibilities measuring and reporting and taking action to resolve any issues identifed.

ITIL (1 decks)

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