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. VOI
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Value of Investment
It can improve utility and warranty of services incresing value.

2. What is a Service Catalogue?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Known Error Database
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.

3. RACI
Responsible - Accountable - Consult - Inform
Everyone except for Type III service providers (third parties)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
By enhancing the performance of tasks and reducing the effect of constraints.

4. Why is automation of technology and architecture beneficial?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Speeds up resolution - Concern of data quality
Is a request from a user for info - advice - standard change - or access to an IT service
It can improve utility and warranty of services incresing value.

5. 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)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
- Change Management - Service Asset & Config Management - Knowledge Management

6. What is the purpose of the Transition Planning & Support process?
Definitive Media Library
Service Asset and Configuration Management
Provide overall planning for service transition and coordinate resources required for it
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

7. What are the objectives of the Change Management Process?

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8. What is a problem?
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 underlying cause of one or more failures
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Tp provide the right for users to be able to use a service or group of services

9. CSI
Continual Service Improvement
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
IT Service Management
All services under development - growth and Outlook.

10. What is a Service Portfolio?
The underlying cause of one or more failures
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
intangible asset

11. What is the Process Practitioner's responsibility?
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
Carry out one or more process activities
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

12. What are four Service Level Agreement Frameworks??
- 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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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 -
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

13. What are the technical management groups?
Configuration Management Database
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

14. What is a Function?
A group of people - tools and resources used to carry out a process activity.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To plan - schedule & control the build - test & deployment of releases

15. What is availability?
Vital Business Function
- 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
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
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

16. Describe the Capacity Management process.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The implementation and management of IT services that meet the needs of the business.
1) Core Publications 2) Complimentary Guidance
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

17. What are the phases of Release & Deployment?
The result of an activity following a process or the delivery of a service.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

18. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
- 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
A formal proposal for a change
1) Core Publications 2) Complimentary Guidance

19. A capability is an _________________
Continual Service Improvement
intangible asset
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Includes the processes - systems & functions to package - build - test and deploy a release in live use

20. What is the purpose of the Capacity Management process?
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions

21. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

22. Technical and Application Management are involved in ___________________

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23. SKMS
Service Knowledge Management System
Is responsible for managing applications through their lifecycle
By enhancing the performance of tasks and reducing the effect of constraints.
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

24. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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 -
Services that are no longer available.
Access - Identity - Rights - Service or Service Groups - Directory Services

25. What is a Business Continuity Plan?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Define steps required to restore business process following disruption
Agreement between an IT service provider and another part of same organization that assists with service provision
- Release & Deployment - Transition Planning & Support

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

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27. What is a Function?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A structured set of activities designed to accomplish a specific objective.
A group of people and the tools they use to perform one or more processes or activities.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

28. What is the purpose of Service Catalogue Management?
Data - Information - Knowledge - Wisdom
The level to which the service meets a customer's expectation.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To provide a single source of information on all operational and ready for production services.

29. What is the scope of Availability Management process?
1. Business Service Catalogue 2. Technical Service Catalogue.
Change Advisory Board
Define steps required to restore business process following disruption
It covers: - design - implementation - measurement -management -improvement of service and component availability

30. What drives service design?
Functional requirements - SLAs - benefits and design constraints
Service Level Agreement
Supplier and Contract Management Information System
Is responsible for managing applications through their lifecycle

31. What are three types of events?

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32. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
The implementation and management of IT services that meet the needs of the business.
Information Communication Technology
A function that reflects the part of business process that is critical to success of business

33. What is the purpose of the even steps to improvement?
Everyone except for Type III service providers (third parties)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

34. TCO
Total Cost of Ownership
A function that reflects the part of business process that is critical to success of business
Tangible assets
Continual Service Improvement

35. What is a Service Pipeline?
Service Desk - Technical management - IT Operation Management - Application Management
Supplier and Contract Management Information System
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
All services under development - growth and Outlook.

36. What is the content of a Business Case?
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
After closure and it is linked to major incident review
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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)

37. What is the purpose of Change Management?
All services under development - growth and Outlook.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To control lifecycle of all changes to be made with minimal disruption to services

38. Why is ITIL successful?
ensuer goals of service design stage are met with single point of coordination within this stage
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
- Vendor neutral - Non prescriptive - Best practice
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

39. When is the Service Design Package created or edited?
A service provided by an IT service provider made up of a combination of IT - people and processes.
A service provider which functions within the business units they server.
Pattern of Business Activity (PBA)
- New service - Major change to service - Removal of service - Changes to the SDP itself

40. What are the 4 P's in Service Design used for?
- 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
To provide a balanced view of overall service
Assets such as server licenses and software licenses.
A set of discrete facts

41. How is risk measured?
Tangible assets
Service Asset and Configuration Management
Internal Service Provider - Shared Service Unit - External Service Provider
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

42. What is the purpose of Incident Management?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Qualitative and Quantitative
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

43. What are examples of Config Items?
Assets such as server licenses and software licenses.
To plan - schedule & control the build - test & deployment of releases
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)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

44. What are the objectives of the Service Level Management process?
It defines performance and the alignment of IT services with the business.
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
To provide a single source of information on all operational and ready for production services.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

45. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
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)
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)
Configuration Management Database

46. What are the two types of customers?
Information Communication Technology
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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.

47. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
All services under development - growth and Outlook.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.

48. What is the role of Application 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
- 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 level to which the service meets a customer's expectation.
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.

49. What is Service Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
By enhancing the performance of tasks and reducing the effect of constraints.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

50. What is the scope of Continual Service Improvement??
To provide a single source of information on all operational and ready for production services.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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