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. Who should the Information Security Policy be communicated to?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
Everyone except for Type III service providers (third parties)

2. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
- 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
The process that obtains value for money from suppliers.
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

3. TCO
Any event which disrupts - or which could disrupt - a service
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
Total Cost of Ownership
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

4. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Services that provide customer with wanted business outcomes.
- Budgeting - Accounting - Charging (Billing)
Addition - modification - removal of anything that could have an effect on IT services

5. What is Service Management?
1. Business Service Catalogue 2. Technical Service Catalogue.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The process in which goals and objectives of service design stage are met
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

6. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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

7. What Service Transition processes primarily support the Service Transition phase?
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Total Cost of Ownership
- Release & Deployment - Transition Planning & Support
Information Communication Technology

8. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Definitive Media Library
Used to store and manage knowledge - info and data.

9. What are the objectives of Event Management?
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
Pattern of Business Activity
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

10. What is a Function?
A group of people - tools and resources used to carry out a process activity.
- 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
The process that supports the Business Continuity Management process by managing risks that could affect services.
- 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

11. What is a benefit of a RACI matrix?
It can improve utility and warranty of services incresing value.
It can identify weaknesses or areas of improvements.
Ensure assets required to deliver service are controlled and info is available for them
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...

12. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Is a request from a user for info - advice - standard change - or access to an IT service
Agreement between an IT service provider and another part of same organization that assists with service provision
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

13. What is the purpose of Request Fulfillment?

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14. What are the basic concepts of Access Management?
All services under development - growth and Outlook.
Access - Identity - Rights - Service or Service Groups - Directory Services
1. Business Service Catalogue 2. Technical Service Catalogue.
It covers: - design - implementation - measurement -management -improvement of service and component availability

15. What is the scope of Access Management?
Executing the policies in information security management
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
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

16. Describe the Design Coordination process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1. Business Service Catalogue 2. Technical Service Catalogue.
The process in which goals and objectives of service design stage are met
- 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

17. What are the objectives of the Service Asset & Config Management (SACM) process??

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18. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- 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
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

19. What is Utility?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
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
Fit for purpose-the functionality of a product or service to meet a particular need.

20. What is Wisdom?
Speeds up resolution - Concern of data quality
Makes use of knowledge to create value through well-informed decisions
- 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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

21. What is the purpose of Service Transition?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

22. What is the scope of the Service Level Management process?
- 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 role is defined in a process or function.
Information Communication Technology
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

23. What is the scope of the Service Design phase?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
The underlying cause of one or more failures
Used to store and manage knowledge - info and data.

24. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
After closure and it is linked to major incident review
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

25. What is a Service?
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.
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
- 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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

26. Detail the Process Owner's responsibilities
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
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
Functional requirements - SLAs - benefits and design constraints
Strategic - Tactical - Operational - Commodity

27. BIA
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Business Impact Analysis
Change Advisory Board
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

28. What are the objectives of the Knowledge Management process??
Executing the policies in information security management
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 -
Strategic - Tactical - Operational - Commodity
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

29. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
A group of people - tools and resources used to carry out a process activity.

30. What is the purpose of Service Design??
A formal proposal for a change
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

31. What are the objectives of Request Fulfillment?
- 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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

32. What do Change Models have?
Critical Success Factor
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

33. Why is ITIL successful?
To quantify the impact to the business that loss of service would have
- Vendor neutral - Non prescriptive - Best practice
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Speeds up resolution - Concern of data quality

34. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
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
Change Advisory Board
Design - testing - improvements of CI's

35. External Service Provider
Align new/changed services with business requirements - Maximize value to the business operations
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Speeds up resolution - Concern of data quality
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

36. What are Retired Services?
Services that are no longer available.
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 availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

37. What is the purpose of IT Operations Management?
A group of people and the tools they use to perform one or more processes or activities.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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
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.

38. What is the purpose of Continual Service Improvement?
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To plan - schedule & control the build - test & deployment of releases
IT Service Management

39. What is a Resource?
It can improve utility and warranty of services incresing value.
Speeds up resolution - Concern of data quality
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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

40. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Pattern of Business Activity (PBA)
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
Single Point Of Contact

41. What drives service design?
Functional requirements - SLAs - benefits and design constraints
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Similar to incident model - For problems that have an expensive solution

42. What is the purpose of Event 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)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
- Change Management - Service Asset & Config Management - Knowledge Management
The ability to detect events - make sense of them and determine right control action

43. What are the three types of Service Providers??
Business Continuity Management
Internal Service Provider - Shared Service Unit - External Service Provider
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A group of people and the tools they use to perform one or more processes or activities.

44. SLA
Service Level Agreement
Critical Success Factor
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

45. Resources are _____
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- 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
Tangible assets
To provide a balanced view of overall service

46. What are the two types of Service Catalogues?
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.
- Capability constraints - Resource constraints - Utility constraints - And more...
1. Business Service Catalogue 2. Technical Service Catalogue.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

47. What is the role of technical management?
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.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- 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
1. Business Service Catalogue 2. Technical Service Catalogue.

48. What are the ITSCM process activities??
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It's he process responsible for managing the lifecycle of all service requests from users
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Problem that has a documented root cause and workaround

49. What are four Service Level Agreement Frameworks??
1. Business Service Catalogue 2. Technical Service Catalogue.
The level to which the service meets a customer's expectation.
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.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

50. What are the supplier categories??
A group of people - tools and resources used to carry out a process activity.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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)
Strategic - Tactical - Operational - Commodity