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 Design Coordination process.
The process in which goals and objectives of service design stage are met
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Preferences 2) Past experiences 3) Communications
A set of best practice publications for IT service management

2. What is the purpose of the even steps to improvement?
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Single Point Of Contact
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

3. RFC
- 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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Responsible - Accountable - Consult - Inform
Request for Change

4. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1) Core Publications 2) Complimentary Guidance

5. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Single Point Of Contact
The ability to detect events - make sense of them and determine right control action
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

6. What is IT Service Management?
Known Error Database
- 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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The implementation and management of IT services that meet the needs of the business.

7. What are two kinds of IT Services?
- 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
To control lifecycle of all changes to be made with minimal disruption to services
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 refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

8. Why do organizations use ITIL?
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.
It defines performance and the alignment of IT services with the business.
A set of activities to accomplish an objective.
Responsible - Accountable - Consult - Inform

9. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Business Impact Analysis
A formal proposal for major changes that involve high cost - risk or org. impact.
- 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

10. Detail the Service Owner's repsonsibility.
Fit for purpose-the functionality of a product or service to meet a particular need.
- 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
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

11. What is Knowledge?
A function that reflects the part of business process that is critical to success of business
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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

12. What is the purpose of the supplier management process?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Align new/changed services with business requirements - Maximize value to the business operations
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A function that reflects the part of business process that is critical to success of business

13. What are the objectives of Availability Management process?
1) Core Publications 2) Complimentary Guidance
Change Advisory Board
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 snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.

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

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15. What Service Transition processes primarily support the Service Transition phase?
To be accountable for the operational management of the process.
- 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
- Release & Deployment - Transition Planning & Support
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

16. What is the purpose of Availability Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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 -
Provide overall planning for service transition and coordinate resources required for it
Tp provide the right for users to be able to use a service or group of services

17. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
Problem that has a documented root cause and workaround
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

18. What is the purpose of Service Strategy?

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19. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Makes use of knowledge to create value through well-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

20. What is the objective of Service Strategy
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 guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Action taken to recover after a failed change or release.
Qualitative and Quantitative

21. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
A role is defined in a process or function.
Assets such as server licenses and software licenses.
Makes use of knowledge to create value through well-informed decisions

22. What drives service design?
Functional requirements - SLAs - benefits and design constraints
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 meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- New service - Major change to service - Removal of service - Changes to the SDP itself

23. What is the business value of Service Operation?
It comes from providing context to data - Who? - What? - When? - Where?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
This is where the customer sees the actual value of the services
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

24. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
It defines performance and the alignment of IT services with the business.
Action taken to recover after a failed change or release.
- 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

25. RACI
Lifecycle wide process and relevant to all lifecycles
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Responsible - Accountable - Consult - Inform

26. How do you categorize an incident?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Emergency Change Advisory Board
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.
Keep it simple - Use multi-level categorization - Use categorization for reporting

27. What is the scope of Event Management?

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28. What is Warranty?
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

29. What types of metrics are there and what are they??

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30. BCP
- 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Business Continuity Plan

31. What is the purpose of the Capacity Management process?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Information Communication Technology

32. What processes are related to of Service Operation??
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)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Incident management - Problem management - Event management - Request Fulfillment - Access Management

33. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A formal proposal for major changes that involve high cost - risk or org. impact.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Quality Service 2) Cost-effective Services

34. What is an Outcome?
IT Service Management
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The result of an activity following a process or the delivery of a service.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

35. What are the objectives of the Transition Planning & Support process?
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 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.
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...

36. What processes interfaces with Problem Management?
A structured set of activities designed to accomplish a specific objective.
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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

37. What is an IT Service?
To control lifecycle of all changes to be made with minimal disruption to services
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
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

38. What is the scope of Availability Management process?
Agreement between an IT service provider and another part of same organization that assists with service provision
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A function that reflects the part of business process that is critical to success of business
It covers: - design - implementation - measurement -management -improvement of service and component availability

39. What are the Capacity Sun- Processes?
Continual Service Improvement
To plan - schedule & control the build - test & deployment of releases
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)

40. What is the purpose of Incident Management?
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) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

41. Shared Services Unit
- 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
Responsible - Accountable - Consult - Inform
1) Quality Service 2) Cost-effective Services
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.

42. Describe the Service Level Management process.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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

43. What influences the expected service?
- Budgeting - Accounting - Charging (Billing)
All services under development - growth and Outlook.
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
1) Preferences 2) Past experiences 3) Communications

44. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
IT Service Management
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
A set of responsibilities defined in a process and assigned to a person or team.

45. What are examples of Config Items?
Assets such as server licenses and software licenses.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Lifecycle wide process and relevant to all lifecycles

46. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Functional requirements - SLAs - benefits and design constraints
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

47. What is the Snapshot?
intangible asset
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.
Carry out one or more process activities
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

48. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
Similar to incident model - For problems that have an expensive solution
Makes use of knowledge to create value through well-informed decisions
Change Advisory Board

49. What are the objectives of the Capacity Management process?
- Manage access - Respond to requests for granting access - Oversee access
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
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...
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

50. What are the objectives of Request Fulfillment?
- 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
Problem that has a documented root cause and workaround
Information Communication Technology
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)