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. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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
Strategic - Tactical - Operational - Commodity
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

2. IT Ops and Application Management are involved in _____________________
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Application support
1) Quality Service 2) Cost-effective Services

3. What are some Service Level Management Activities?
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- 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

4. What is the scope of the Release & Deployment Management process?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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.
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.
Includes the processes - systems & functions to package - build - test and deploy a release in live use

5. What is a Config Item (CI)?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A service asset that needs to be managed to deliver a service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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

6. What is technical management?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Is a request from a user for info - advice - standard change - or access to an IT service
1) Utility 2) Warranty

7. What actvities does Business Relationship Management Activities refer to?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Service Knowledge Management System

8. What is a Service Pipeline?
Business Impact Analysis
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.
All services under development - growth and Outlook.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

9. What is Utilitiy?

10. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
Application support
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
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

11. What processes does Financial Management include?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The customers - The services - How value is created - How assets underpin value - The delivery and funding 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
- Budgeting - Accounting - Charging (Billing)

12. What are the objectives of the seven steps to improvement?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
- 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 group of people - tools and resources used to carry out a process activity.

13. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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.)
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.

14. What is the scope of Service Transition?
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!
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Provide overall planning for service transition and coordinate resources required for it
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

15. What is the purpose of Continual Service Improvement?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The ability to detect events - make sense of them and determine right control action
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

16. CI
Configuration Item
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Assets such as server licenses and software licenses.
Service Level Agreement

17. Describe the Service Catalogue Management process.
Strategic - Tactical - Operational - Commodity
To provide and maintain a single source of info on all operational and ready to be introduced services
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
Functional requirements - SLAs - benefits and design constraints

18. What are Change Management Activities?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The phase that turns service strategy into a plan for delivering the business outcomes.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

19. ICT
Information Communication Technology
Return on Investment
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
- 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

20. What is the purpose of the IT Service Continuity Management (ITSCM) process?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Configuration Item
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A set of best practice publications for IT service management

21. What is the relationship between Incidents and Problems?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Incidents never become problems. They co-exist
To provide and maintain a single source of info on all operational and ready to be introduced services

22. What activities support Continual Service Improvement?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- 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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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

23. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Pattern of Business Activity (PBA)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

24. When is the Service Design Package created or edited?
The basis for value creation including both resources and capabilities
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

25. What should an incident model include??
It takes inputs and turn them into outputs.
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
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

26. What is the RACI matrix?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
Define steps required to restore business process following disruption

27. Facilities Management
Key Performance Indicator
A group of people - tools and resources used to carry out a process activity.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

28. What is Emergency Change Advisory Board (ECAB)?
Data - Information - Knowledge - Wisdom
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.
Ensure assets required to deliver service are controlled and info is available for them
- 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

29. What is the Business Value of Service Strategy?
- 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
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It defines performance and the alignment of IT services with the business.

30. Technical and Application Management are involved in ___________________

31. What is an Event?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Assets such as server licenses and software licenses.

32. What are the objectives of the Release & Deployment Management process?
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 -
The result of an activity following a process or the delivery of a service.
To control lifecycle of all changes to be made with minimal disruption to services
Speeds up resolution - Concern of data quality

33. CSF
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Critical Success Factor
A set of responsibilities defined in a process and assigned to a person or team.

34. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It comes from providing context to data - Who? - What? - When? - Where?

35. What is Service Assets?
The basis for value creation including both resources and capabilities
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
Is responsible for managing applications through their lifecycle
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

36. SLM
- 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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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
Service Level Management

37. What is the Snapshot?
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.
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Service Knowledge Management System

38. CAM
A set of best practice publications for IT service management
Change Advisory Board
It comes from providing context to data - Who? - What? - When? - Where?
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

39. What is the purpose of the Knowledge Management process?
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
Share perspectives - ideas - experience & info to enable informed decisions
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Services that provide customer with wanted business outcomes.

40. What are the phases of Release & Deployment?
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
The level to which the service meets a customer's expectation.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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

41. What is the business value of the service desk?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.
Incidents never become problems. They co-exist
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

42. RACI
A group of people - tools and resources used to carry out a process activity.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Information Technology Infrastructure Library
Responsible - Accountable - Consult - Inform

43. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Vital Business Function
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.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

44. What is the scope of Continual Service Improvement??
Executing the policies in information security management
Functional requirements - SLAs - benefits and design constraints
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
A service provided by an IT service provider made up of a combination of IT - people and processes.

45. BIA
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Business Impact Analysis
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

46. What are the activities associated with Problem Management?
It can improve utility and warranty of services incresing value.
A service asset that needs to be managed to deliver a service
Inputs - Outputs - Activities - Measurements - Roles
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

47. What topics are covered in Service Strategy?
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

48. What is the Service Owner's responsibility?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Access - Identity - Rights - Service or Service Groups - Directory Services
Is responsible for managing applications through their lifecycle
Accountable for the delivery of a specific service.

49. What are the two types of customers?
Pattern of Business Activity (PBA)
Service Asset and Configuration 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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

50. What is a basline measurement?
- Release & Deployment - Transition Planning & Support
Problem that has a documented root cause and workaround
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Used to store and manage knowledge - info and data.