Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

2. What is the purpose of ITIL Core Publications?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Inputs - Outputs - Activities - Measurements - Roles
To provide best practice guidance to all types of organizations.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

3. What are the Change Types?
- 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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured

4. A workload profile is also referred to as?
Functional requirements - SLAs - benefits and design constraints
Pattern of Business Activity (PBA)
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 process that supports the Business Continuity Management process by managing risks that could affect services.

5. What is the UC?
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

6. What is Request for Change (RFC)?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A formal proposal for a change
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

7. What are the five stages of the Service Lifecycle?
To provide a balanced view of overall service
The result of an activity following a process or the delivery of a service.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Return on Investment

8. Describe the Capacity Management process.
Provide overall planning for service transition and coordinate resources required for it
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.
- New service - Major change to service - Removal of service - Changes to the SDP itself
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

9. Describe the IT Service Continuity Management process.
The ability to detect events - make sense of them and determine right control action
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.
It comes from providing context to data - Who? - What? - When? - Where?

10. What is the purpose of the supplier management process?
Fit for purpose-the functionality of a product or service to meet a particular need.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
intangible asset
The underlying cause of one or more failures

11. ICT
Information Communication Technology
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
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

12. What influences the expected service?
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) Preferences 2) Past experiences 3) Communications
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

13. It's part of the SKMS (service knowledge management system)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Speeds up resolution - Concern of data quality
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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.

14. What are the objectives of technical management?

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15. What are the 4 levels of service provision expectations?

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16. What is a benefit of a RACI matrix?
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
- 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
It can identify weaknesses or areas of improvements.
Includes management of the component lifecycle of every CI (config item)

17. SKMS
1) Core Publications 2) Complimentary Guidance
1) Preferences 2) Past experiences 3) Communications
The underlying cause of one or more failures
Service Knowledge Management System

18. OLA
Operation Level Agreement
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc

19. How do you escalate an incident?
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)
Functional requirements - SLAs - benefits and design constraints
Single Point Of Contact
- Vendor neutral - Non prescriptive - Best practice

20. What is the purpose of the Service Asset & Config Management (SACM) process?
Business Continuity Management
It can identify weaknesses or areas of improvements.
Ensure assets required to deliver service are controlled and info is available for them
It covers: - design - implementation - measurement -management -improvement of service and component availability

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

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22. What are the 4 P's in Service Design used for?
Responsible - Accountable - Consult - Inform
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
To provide a balanced view of overall service
Carry out one or more process activities

23. What is a Problem Model??
Key Performance Indicator
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Similar to incident model - For problems that have an expensive solution
Inputs - Outputs - Activities - Measurements - Roles

24. What is the purpose of Service Portfolio Management?
To provide a single source of information on all operational and ready for production services.
- 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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

25. DIKW
Data - Information - Knowledge - Wisdom
Vital Business Function
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
Configuration Management System

26. What is the Snapshot?
Services that provide customer with wanted business outcomes.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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.
A formal proposal for a change

27. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

28. What are the two types of Service Catalogues?
Functional requirements - SLAs - benefits and design constraints
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1. Business Service Catalogue 2. Technical Service Catalogue.

29. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To be accountable for the operational management of the process.

30. What is the Business Value of Service Design?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
1) Quality Service 2) Cost-effective Services
A set of best practice publications for IT service management
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

31. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Key Performance Indicator
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

32. External Service Provider
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Makes use of knowledge to create value through well-informed decisions
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

33. What are the phases of the ITIL Service Lifecycle?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Everyone except for Type III service providers (third parties)
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

34. Who are the Key Stakeholders?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To plan - schedule & control the build - test & deployment of releases
Value of Investment

35. What is Knowledge?
Service Asset and Configuration Management
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
After closure and it is linked to major incident review

36. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

37. SLM
Makes use of knowledge to create value through well-informed decisions
- 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
Service Level Management
Request for Change

38. What is the business value of the service desk?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

39. What is the scope of the Service Asset & Config Management (SACM) process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Key Performance Indicator
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Includes management of the component lifecycle of every CI (config item)

40. What is the purpose of the Release & Deployment Management process?
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
To plan - schedule & control the build - test & deployment of releases
The process that supports the Business Continuity Management process by managing risks that could affect services.
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

41. What is an incident?
Is responsible for managing applications through their lifecycle
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Pattern of Business Activity (PBA)

42. What does the service desk do??
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

43. What are four Service Level Agreement Frameworks??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The phase that turns service strategy into a plan for delivering the business outcomes.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

44. Describe the Service Level Management process.
Information Communication Technology
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes

45. What are the three Service Design Agreements?

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46. What are the objectives of the Service Design phase?
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

47. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
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.
Speeds up resolution - Concern of data quality
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

48. How do services facilitate outcomes?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
By enhancing the performance of tasks and reducing the effect of constraints.
A group of people and the tools they use to perform one or more processes or activities.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

49. What are the objectives of Access Management?
The basis for value creation including both resources and capabilities
- Manage access - Respond to requests for granting access - Oversee access
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Share perspectives - ideas - experience & info to enable informed decisions

50. What are the objectives of the service desk??
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
Qualitative and Quantitative
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Quality Service 2) Cost-effective Services