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. What is technical management?
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
Align new/changed services with business requirements - Maximize value to the business operations
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

2. CAM
Change Advisory Board
Vital Business Function
- Change Management - Service Asset & Config Management - Knowledge Management
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)

3. What are the objectives of Service Transition?
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
1) Quality Service 2) Cost-effective Services

4. What is the scope of the Knowledge Management process?
Accountable for the delivery of a specific service.
Lifecycle wide process and relevant to all lifecycles
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
Services that provide customer with wanted business outcomes.

5. What is the definition of Service Level Requirements?
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A customer requirement for an aspect of an IT service
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

6. What is the purpose of Service Design??
Operation Level Agreement
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
All services under development - growth and Outlook.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

7. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Tp provide the right for users to be able to use a service or group of services
Single Point Of Contact

8. What is a problem?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The underlying cause of one or more failures
Includes management of the component lifecycle of every CI (config item)

9. What are the objectives of the Transition Planning & Support process?
Lifecycle wide process and relevant to all lifecycles
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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...

10. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

11. What levels are baselines established at?

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12. What is the purpose of the supplier management process?
Functional requirements - SLAs - benefits and design constraints
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Service Level Agreement

13. What is the scope of Request Fulfillment?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Up to each org to decide which service requests it will handle
Change Advisory Board
Services that are no longer available.

14. What is Warranty?
- 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
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
It takes inputs and turn them into outputs.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

15. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Define steps required to restore business process following disruption
Configuration Management System
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

16. What is the Business Value of Service Strategy?
Accountable for the delivery of a specific service.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It defines performance and the alignment of IT services with the business.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

17. How do you prioritize an incident?
Assets such as server licenses and software licenses.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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

18. What should Major Problem Review focus on?
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
- 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
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

19. What is the purpose of the Knowledge Management process?
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
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
Share perspectives - ideas - experience & info to enable informed decisions
A group of people - tools and resources used to carry out a process activity.

20. What is the RACI matrix?
To provide best practice guidance to all types of organizations.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A service provided by an IT service provider made up of a combination of IT - people and processes.
intangible asset

21. What two processes is Problem Management made up of?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Underpinning Contract
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) 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)

22. What are the basic concepts of Access Management?
A set of activities to accomplish an objective.
Pattern of Business Activity
Access - Identity - Rights - Service or Service Groups - Directory Services
A group of people and the tools they use to perform one or more processes or activities.

23. What is the purpose of Event Management?
To provide and maintain a single source of info on all operational and ready to be introduced services
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The ability to detect events - make sense of them and determine right control action

24. What is the Process Practitioner's responsibility?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Carry out one or more process activities
- Vendor neutral - Non prescriptive - Best practice
Includes the processes - systems & functions to package - build - test and deploy a release in live use

25. What is the Configuration Management System (CMS)?

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26. What is Request for Change (RFC)?
A formal proposal for major changes that involve high cost - risk or org. impact.
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 formal proposal for a change
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

27. What are the technical management groups?
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

28. What are the two primary elements of value?
1) Utility 2) Warranty
A service provider which functions within the business units they server.
A set of activities to accomplish an objective.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

29. How do you escalate an incident?
The result of an activity following a process or the delivery of a service.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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)

30. What are the seven steps to improvement?
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
Includes management of the component lifecycle of every CI (config item)
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- New service - Major change to service - Removal of service - Changes to the SDP itself

31. What are the four Service Operation functions?
It takes inputs and turn them into outputs.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Configuration Management Database

32. What activities support Continual Service Improvement?
- 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
Return on Investment
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 plan - schedule & control the build - test & deployment of releases

33. What is a Service Portfolio?
1) Quality Service 2) Cost-effective Services
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Vital Business Function

34. What are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Request for Change
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

35. What are two kinds of IT Services?
intangible asset
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.)
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

36. How do services facilitate outcomes?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
By enhancing the performance of tasks and reducing the effect of constraints.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

37. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
It comes from providing context to data - Who? - What? - When? - Where?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Used to store and manage knowledge - info and data.

38. What is Knowledge?
Share perspectives - ideas - experience & info to enable informed decisions
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

39. Describe the Supplier Management process.
Pattern of Business Activity (PBA)
The process that obtains value for money from suppliers.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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!

40. What is the CSI approach?

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41. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

42. What is availability?
Operation Level Agreement
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.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Tangible assets

43. When is the Service Design Package created or edited?
Any event which disrupts - or which could disrupt - a service
Configuration Item
- New service - Major change to service - Removal of service - Changes to the SDP itself
It takes inputs and turn them into outputs.

44. Internal Service Provider
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The process to ensure that the level of availability in services needs agrees with the required needs
A service provider which functions within the business units they server.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

45. What are the design constraints for a service?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
By enhancing the performance of tasks and reducing the effect of constraints.
- Capability constraints - Resource constraints - Utility constraints - And more...
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.

46. Detail the Service Owner's repsonsibility.
Underpinning Contract
A group of people - tools and resources used to carry out a process activity.
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
1. Business Service Catalogue 2. Technical Service Catalogue.

47. What are the processes related to Service Design?
Provide overall planning for service transition and coordinate resources required for it
The level to which the service meets a customer's expectation.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

48. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

49. Detail the Process Manager's responsibilities
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To provide and maintain a single source of info on all operational and ready to be introduced services
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
Accountable for the delivery of a specific service.

50. What is a Process?
A structured set of activities designed to accomplish a specific objective.
The implementation and management of IT services that meet the needs of the business.
- 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 means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.