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 are two availability management activities?
Internal Service Provider - Shared Service Unit - External Service Provider
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

2. When do you conduct a major problem review?
After closure and it is linked to major incident review
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Provide overall planning for service transition and coordinate resources required for it
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)

3. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
Qualitative and Quantitative
To control lifecycle of all changes to be made with minimal disruption to services
A service asset that needs to be managed to deliver a service

4. What is the Service Design Package?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The system used to collect and manage Config Items (CI's)
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

5. SLM
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
Service Level Management
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

6. What are the objectives of the Knowledge Management process??
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
Change Advisory Board
A service asset that needs to be managed to deliver a service
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

7. What are the objectives of the Transition Planning & Support process?
The level to which the service meets a customer's expectation.
Internal Service Provider - Shared Service Unit - External Service Provider
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...
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

8. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
After closure and it is linked to major incident review
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.
Everyone except for Type III service providers (third parties)

9. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A service provider which functions within the business units they server.

10. What is the Deming Cycle?
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.
To provide and maintain a single source of info on all operational and ready to be introduced services
- 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
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 -

11. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
A group of people and the tools they use to perform one or more processes or activities.
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.

12. What Service Transition processes support all lifecycle phases?
Inputs - Outputs - Activities - Measurements - Roles
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!
To provide best practice guidance to all types of organizations.
- Change Management - Service Asset & Config Management - Knowledge Management

13. What are the Change Types?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- 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
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
Qualitative and Quantitative

14. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
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
To be accountable for the operational management of the process.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

15. What is IT Service Management?
Known Error Database
Emergency Change Advisory Board
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The implementation and management of IT services that meet the needs of the business.

16. How is risk measured?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Capability constraints - Resource constraints - Utility constraints - And more...
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

17. What is the role of technical management?
- 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
To control lifecycle of all changes to be made with minimal disruption to 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.
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

18. What are the objectives of the seven steps to improvement?
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
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Key Performance Indicator

19. What are the Service Strategy processes and functions?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A service asset that needs to be managed to deliver a service
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

20. What is the UC?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.
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.
This is where the customer sees the actual value of the services

21. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

22. What is the purpose of the Information Security Management (ISM) process?

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23. What are the three Service Design Agreements?

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24. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Similar to incident model - For problems that have an expensive solution
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.
Functional requirements - SLAs - benefits and design constraints

25. What is a Service Portfolio?
Service Desk - Technical management - IT Operation Management - Application Management
Makes use of knowledge to create value through well-informed decisions
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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.

26. What is the CSI register?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
1) Quality Service 2) Cost-effective Services
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

27. How do you categorize an incident?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Fit for purpose-the functionality of a product or service to meet a particular need.
Keep it simple - Use multi-level categorization - Use categorization for reporting
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

28. How do you prioritize an incident?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
ensuer goals of service design stage are met with single point of coordination within this stage
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
Configuration Item

29. What is the purpose of the Knowledge Management process?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
Share perspectives - ideas - experience & info to enable informed decisions
Accountable for the delivery of a specific service.

30. Volume/Phase 4: Service Operation - What is it?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide best practice guidance to all types of organizations.

31. What is the Service Level Agreement?
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Service Knowledge Management System
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

32. What are the three types of Service Providers??
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
A set of responsibilities defined in a process and assigned to a person or team.
Change Advisory Board
Internal Service Provider - Shared Service Unit - External Service Provider

33. Why is ITIL successful?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Application support
- Vendor neutral - Non prescriptive - Best practice

34. Why is automation of technology and architecture beneficial?
Business Continuity Plan
It can improve utility and warranty of services incresing value.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Return on Investment

35. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Ensure assets required to deliver service are controlled and info is available for them
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

36. What is the Service Design phase?
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 phase that turns service strategy into a plan for delivering the business outcomes.
Configuration Item
It can improve utility and warranty of services incresing value.

37. What is a workaround?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Configuration Item
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

38. CI
The phase that turns service strategy into a plan for delivering the business outcomes.
- Budgeting - Accounting - Charging (Billing)
Configuration Item
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

39. What are the components of IT Operations Management?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Up to each org to decide which service requests it will handle
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
The services themselves - Service management processes - Technology (management of infrastructure) - People

40. What are CSF's?
The level to which the service meets a customer's expectation.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

41. What are the two types of customers?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.
To provide and maintain a single source of info on all operational and ready to be introduced services
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home

42. What is the purpose of Access Management?
Information Communication Technology
Assets such as server licenses and software licenses.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Tp provide the right for users to be able to use a service or group of services

43. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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.
IT Service Management

44. Describe the Capacity Management process.
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
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
Is responsible for managing applications through their lifecycle
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

45. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

46. Detail the Process Owner's responsibilities
It defines performance and the alignment of IT services with the business.
A service asset that needs to be managed to deliver 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
Accountable for the delivery of a specific service.

47. What is a problem?
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 help plan - implement and maintain stable technical infrastructure to support the org's business processes
Configuration Item
The underlying cause of one or more failures

48. What is the scope of the Service Level Management process?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
- Release & Deployment - Transition Planning & Support
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

49. What is the definition of a Service Level Agreement Monitoring Chart?
A role is defined in a process or function.
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Information Technology Infrastructure Library

50. What are the objectives of Event Management?
Qualitative and Quantitative
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
Configuration Management Database
Continual Service Improvement