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. How is the Service Design Package used?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A group of people - tools and resources used to carry out a process activity.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

2. What is a major incident?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Includes the processes - systems & functions to package - build - test and deploy a release in live use

3. What processes does Financial Management include?
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 quantify the impact to the business that loss of service would have
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
- Budgeting - Accounting - Charging (Billing)

4. What are the objectives of the Knowledge Management process??
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

5. KPI
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Key Performance Indicator
To provide best practice guidance to all types of organizations.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

6. DML
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Definitive Media Library
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service 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

7. What is the purpose of Request Fulfillment?

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8. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Pattern of Business Activity (PBA)
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 provide and maintain a single source of info on all operational and ready to be introduced services

9. SCMIS
Operation Level Agreement
Supplier and Contract Management Information System
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.

10. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Information Technology Infrastructure Library
Vital Business Function
To be accountable for the operational management of the process.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

11. What is a Resource?
Tangible assets
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Provide overall planning for service transition and coordinate resources required for it

12. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
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
1) Preferences 2) Past experiences 3) Communications

13. What is the purpose of Availability Management process?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
It can improve utility and warranty of services incresing value.
Speeds up resolution - Concern of data quality
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

14. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
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 provide a balanced view of overall service
The phase that turns service strategy into a plan for delivering the business outcomes.

15. What is an incident?
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
Qualitative and Quantitative
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.
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.

16. CAB
Problem that has a documented root cause and workaround
Change Advisory Board
This is where the customer sees the actual value of the services
Agreement between an IT service provider and another part of same organization that assists with service provision

17. What are the Service Transition processes??
Accountable for the delivery of a specific service.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

18. What does process definitions describe??
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
The basis for value creation including both resources and capabilities
Information Technology Infrastructure Library
Inputs - Outputs - Activities - Measurements - Roles

19. What is the scope of change?
1) Quality Service 2) Cost-effective Services
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Services that are no longer available.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

20. What is the purpose of Service Transition?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It can improve utility and warranty of services incresing value.

21. What is a Service?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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.
A set of best practice publications for IT service management
Return on Investment

22. Volume/Phase 4: Service Operation - What is it?
- 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 phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Is a request from a user for info - advice - standard change - or access to an IT service
To provide a balanced view of overall service

23. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
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 -
Business Impact Analysis
Internal Service Provider - Shared Service Unit - External Service Provider

24. What are the objectives of Application Management?

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25. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Assets such as server licenses and software licenses.

26. What is the scope of the seven steps to improvement?
Functional requirements - SLAs - benefits and design constraints
1) Preferences 2) Past experiences 3) Communications
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

27. RACI
A set of discrete facts
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
Responsible - Accountable - Consult - Inform

28. 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 service provider which functions within the business units they server.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Functional requirements - SLAs - benefits and design constraints

29. Who owns an incident?
To plan - schedule & control the build - test & deployment of releases
Ownership regardless of escalation remains with the service desk
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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

30. SPOC
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
To provide and maintain a single source of info on all operational and ready to be introduced services
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Single Point Of Contact

31. What is the Organization Level Agreement?
Share perspectives - ideas - experience & info to enable informed decisions
Agreement between an IT service provider and another part of same organization that assists with service provision
Accountable for the delivery of a specific service.
Assets such as server licenses and software licenses.

32. What should an incident model include??
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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 2. Technical Service Catalogue.
Information Technology Infrastructure Library

33. What are the design constraints for a service?
A group of people - tools and resources used to carry out a process activity.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- Capability constraints - Resource constraints - Utility constraints - And more...
Service Desk - Technical management - IT Operation Management - Application Management

34. What is the purpose of the Knowledge Management process?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Share perspectives - ideas - experience & info to enable informed decisions
Service Knowledge Management System
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 -

35. What are the objectives of the Capacity Management process?
A formal proposal for a change
Is responsible for managing applications through their lifecycle
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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

36. SLM
Service Level Management
It can improve utility and warranty of services incresing value.
Change Advisory Board
Executing the policies in information security management

37. What are the 4 P's in Service Design used for?
Supplier and Contract Management Information System
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To provide a balanced view of overall service
A customer requirement for an aspect of an IT service

38. What is the scope of Incident Management?
ensuer goals of service design stage are met with single point of coordination within this stage
To plan - schedule & control the build - test & deployment of releases
Any event which disrupts - or which could disrupt - a service
Includes management of the component lifecycle of every CI (config item)

39. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To provide a single source of information on all operational and ready for production services.
Everyone except for Type III service providers (third parties)

40. What is the Capacity Plan?
Key Performance Indicator
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Makes use of knowledge to create value through well-informed decisions
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

41. What is the purpose of the Transition Planning & Support process?
Assets such as server licenses and software licenses.
To quantify the impact to the business that loss of service would have
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Provide overall planning for service transition and coordinate resources required for it

42. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
To be accountable for the operational management of the process.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -

43. What is the scope of Service Transition?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Service Asset and Configuration Management

44. OLA
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
A set of best practice publications for IT service management
Operation Level Agreement
A service provider which functions within the business units they server.

45. Describe the Information Security Management process.
Design - testing - improvements of CI's
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

46. BIA
Problem that has a documented root cause and workaround
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Business Impact Analysis
Fit for Purpose - The functionality of a product or service from a customer's perspective.

47. What are CSF's?
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Data - Information - Knowledge - Wisdom

48. What is a benefit of a RACI matrix?
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 provide a balanced view of overall service
IT Service Management
It can identify weaknesses or areas of improvements.

49. What are the objectives of technical management?

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50. What is the purpose of the supplier management process?
It can improve utility and warranty of services incresing value.
- 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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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!