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 the purpose of the IT Service Continuity Management (ITSCM) process?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To provide a single source of information on all operational and ready for production services.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

2. Name the characteristics of value
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

3. Facilities Management
Assets such as server licenses and software licenses.
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

4. What are the Incident Management activities??
ensuer goals of service design stage are met with single point of coordination within this stage
A formal proposal for a change
To control lifecycle of all changes to be made with minimal disruption to services
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 -

5. What is the relationship between Incidents and Problems?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Change Advisory Board
A set of responsibilities defined in a process and assigned to a person or team.
Incidents never become problems. They co-exist

6. What is the scope of the Service Design phase?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Action taken to recover after a failed change or release.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model

7. What is the Deming Cycle?
- Capability constraints - Resource constraints - Utility constraints - And more...
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.
Up to each org to decide which service requests it will handle
A set of discrete facts

8. What is Service Assets?
Share perspectives - ideas - experience & info to enable informed decisions
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The basis for value creation including both resources and capabilities
Everyone except for Type III service providers (third parties)

9. What influences the expected service?
After closure and it is linked to major incident review
1) Preferences 2) Past experiences 3) Communications
1) Utility 2) Warranty
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

10. What are the objectives of the Transition Planning & Support process?
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
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
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...
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

11. What is the scope of the Release & Deployment Management process?
A group of people and the tools they use to perform one or more processes or activities.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Includes the processes - systems & functions to package - build - test and deploy a release in live use

12. What are the ITSCM process activities??
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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

13. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Everyone except for Type III service providers (third parties)

14. What is the purpose of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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
The process in which goals and objectives of service design stage are met

15. What are CSF's?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Addition - modification - removal of anything that could have an effect on IT services

16. What does a Release Policy include?
A function that reflects the part of business process that is critical to success of business
This is where the customer sees the actual value of the services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

17. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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.
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

18. CMDB
1) Quality Service 2) Cost-effective Services
Known Error Database
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
Configuration Management Database

19. What interfacing processes are associated with Incident Management??
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 comes from providing context to data - Who? - What? - When? - Where?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A service provided by an IT service provider made up of a combination of IT - people and processes.

20. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
A group of people and the tools they use to perform one or more processes or activities.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

21. What is a Function?
Internal Service Provider - Shared Service Unit - External Service Provider
Inputs - Outputs - Activities - Measurements - Roles
It takes inputs and turn them into outputs.
A group of people and the tools they use to perform one or more processes or activities.

22. What is the purpose of Business Relationship Management??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
After closure and it is linked to major incident review
A structured set of activities designed to accomplish a specific objective.
Define steps required to restore business process following disruption

23. When do you conduct a major problem review?
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
Business Continuity Management
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
After closure and it is linked to major incident review

24. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
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
The process in which goals and objectives of service design stage are met
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

25. What is the Snapshot?
1) Quality Service 2) Cost-effective Services
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.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

26. What are the objectives of Service Operation?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To control lifecycle of all changes to be made with minimal disruption to services
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
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized

27. ITIL
Information Technology Infrastructure Library
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Utility 2) Warranty
Value of Investment

28. What is Value?

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29. What are the Service Transition processes??
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Fit for purpose-the functionality of a product or service to meet a particular need.

30. What is a Resource?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Business Impact Analysis
Executing the policies in information security management
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

31. What is a Service Catalogue?
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Speeds up resolution - Concern of data quality

32. What is Utility?
The ability to detect events - make sense of them and determine right control action
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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)
Fit for purpose-the functionality of a product or service to meet a particular need.

33. What is the purpose of Service Strategy?

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34. ICT
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Information Communication Technology
Configuration Item
Single Point Of Contact

35. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Quality Service 2) Cost-effective Services
Underpinning Contract
Up to each org to decide which service requests it will handle

36. CI
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
Business Continuity Management
Configuration Item
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

37. BCM
Problem that has a documented root cause and workaround
To control lifecycle of all changes to be made with minimal disruption to 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!
Business Continuity Management

38. DIKW
Data - Information - Knowledge - Wisdom
IT Service Management
A set of discrete facts
- Manage access - Respond to requests for granting access - Oversee access

39. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

40. What is a benefit of a RACI matrix?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It can identify weaknesses or areas of improvements.
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

41. What processes does the Change Management process interface with?
- Capability constraints - Resource constraints - Utility constraints - And more...
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A function that reflects the part of business process that is critical to success of business
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

42. What is the Service Owner's responsibility?
1) Utility 2) Warranty
Accountable for the delivery of a specific service.
Pattern of Business Activity (PBA)
This is where the customer sees the actual value of the services

43. What is a known error?
Problem that has a documented root cause and workaround
- 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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
It's he process responsible for managing the lifecycle of all service requests from users

44. What should Major Problem Review focus on?
Definitive Media Library
Addition - modification - removal of anything that could have an effect on IT services
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

45. How do you prioritize an incident?
It covers: - design - implementation - measurement -management -improvement of service and component availability
The basis for value creation including both resources and capabilities
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

46. What drives service design?
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)
Functional requirements - SLAs - benefits and design constraints
ensuer goals of service design stage are met with single point of coordination within this stage
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model

47. What is the purpose of Problem Management?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
It can identify weaknesses or areas of improvements.
The process that supports the Business Continuity Management process by managing risks that could affect services.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

48. What are the objectives of the Knowledge Management process??
To quantify the impact to the business that loss of service would have
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
A service asset that needs to be managed to deliver a service
To provide a single source of information on all operational and ready for production services.

49. A workload profile is also referred to as?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To be accountable for the operational management of the process.
Pattern of Business Activity (PBA)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

50. Describe the Design Coordination process.
Used to store and manage knowledge - info and data.
The process in which goals and objectives of service design stage are met
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A customer requirement for an aspect of an IT service