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. Facilities Management
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- Change Management - Service Asset & Config Management - Knowledge Management

2. What is the purpose of Service Operation?
Responsible - Accountable - Consult - Inform
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The process that supports the Business Continuity Management process by managing risks that could affect services.

3. What is a Service Pipeline?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
All services under development - growth and Outlook.
Critical Success Factor
The implementation and management of IT services that meet the needs of the business.

4. What is the Snapshot?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
The process that supports the Business Continuity Management process by managing risks that could affect services.
It can identify weaknesses or areas of improvements.

5. What are the components of value?
Definitive Media Library
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Ensure assets required to deliver service are controlled and info is available for them
Services that provide customer with wanted business outcomes.

6. What is the purpose of Service Catalogue Management?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
To provide a single source of information on all operational and ready for production services.
Lifecycle wide process and relevant to all lifecycles
A service provided by an IT service provider made up of a combination of IT - people and processes.

7. What is the business value of Service Operation?
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
This is where the customer sees the actual value of the services

8. Who are the Key Stakeholders?
Configuration Item
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Incidents never become problems. They co-exist
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

9. Who owns an incident?
Ownership regardless of escalation remains with the service desk
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -

10. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
After closure and it is linked to major incident review
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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)

11. What is the scope of Problem Management?
The result of an activity following a process or the delivery of a service.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

12. What is the definition of a Service Level Agreement Monitoring Chart?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

13. What is Vital Business Functions?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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
A function that reflects the part of business process that is critical to success of 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

14. What is the scope of Service Transition?
- Budgeting - Accounting - Charging (Billing)
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
A customer requirement for an aspect of an IT service
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

15. What are the phases of Release & Deployment?
Carry out one or more process activities
A group of people and the tools they use to perform one or more processes or activities.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

16. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
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

17. Volume/Phase 3: Service Transition - What is it?
Application support
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
Incidents never become problems. They co-exist
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

18. What is Data?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- 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
A set of discrete facts

19. What is risk?
The level to which the service meets a customer's expectation.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Executing the policies in information security management
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)

20. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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
Supplier and Contract Management Information System
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

21. What two processes is Problem Management made up of?
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.
Executing the policies in information security management
Incidents never become problems. They co-exist
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 is the purpose of Business Relationship 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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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.
To control lifecycle of all changes to be made with minimal disruption to services

23. SLM
To be accountable for the operational management of the process.
Functional requirements - SLAs - benefits and design constraints
Service Level Management
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

24. What are the phases of the ITIL Service Lifecycle?
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Known Error Database

25. What are the objectives of the Capacity Management process?
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
1) Utility 2) Warranty
Configuration Item
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

26. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Configuration Management System

27. What is the Information Security Policy?
Assets such as server licenses and software licenses.
By enhancing the performance of tasks and reducing the effect of constraints.
Governs the org's approach to Information Security Management
Includes the processes - systems & functions to package - build - test and deploy a release in live use

28. What is a Process?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
A set of activities to accomplish an objective.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Incidents never become problems. They co-exist

29. What are the ISM concepts?
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
A set of best practice publications for IT service management
Set of responsibilities - activities and authorities granted to a person or a team.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

30. CAM
Change Advisory Board
Ensure assets required to deliver service are controlled and info is available for them
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.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

31. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
Continual Service Improvement
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The implementation and management of IT services that meet the needs of the business.

32. RACI
Responsible - Accountable - Consult - Inform
Total Cost of Ownership
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)
A set of activities to accomplish an objective.

33. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
IT Service Management
Information Communication Technology
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

34. Why is automation of technology and architecture beneficial?
Information Technology Infrastructure Library
ensuer goals of service design stage are met with single point of coordination within this stage
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
It can improve utility and warranty of services incresing value.

35. What is a benefit of a RACI matrix?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It can identify weaknesses or areas of improvements.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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

36. CSI
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)
Continual Service Improvement
Service Level Management
It comes from providing context to data - Who? - What? - When? - Where?

37. What is stored in the Service Knowledge Management System (SKMS)??
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Service Level Management
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
- 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

38. How do you escalate an incident?
A group of people - tools and resources used to carry out a process activity.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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)
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

39. What is the Business Value of Service Design?
To provide best practice guidance to all types of organizations.
After closure and it is linked to major incident review
1) Quality Service 2) Cost-effective Services
A group of people and the tools they use to perform one or more processes or activities.

40. SACM
Service Asset and Configuration 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
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

41. What are the objectives of Service Transition?
Change Advisory Board
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
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
Operation Level Agreement

42. What is a Function?
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
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
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
A group of people and the tools they use to perform one or more processes or activities.

43. What is the Capacity Plan?
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Assets such as server licenses and software licenses.

44. What is the RACI matrix?
It takes inputs and turn them into outputs.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Fit for Purpose - The functionality of a product or service from a customer's perspective.

45. ECAB
Continual Service Improvement
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Emergency Change Advisory Board
Share perspectives - ideas - experience & info to enable informed decisions

46. ITSM
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
IT Service Management
To provide and maintain a single source of info on all operational and ready to be introduced services

47. What are the five Service Operation processes?
Carry out one or more process activities
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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.)

48. What are the two primary elements of value?
1) Utility 2) Warranty
Strategic - Tactical - Operational - Commodity
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The phase that turns service strategy into a plan for delivering the business outcomes.

49. What is the purpose of Continual Service Improvement?
ensuer goals of service design stage are met with single point of coordination within this stage
Up to each org to decide which service requests it will handle
Align new/changed services with business requirements - Maximize value to the business operations
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

50. IT Ops and Application Management are involved in _____________________
Application support
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Define steps required to restore business process following disruption
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

Test your basic knowledge |

ITIL

Top Scores

Link to This Test

Related Subjects