Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the scope of Continual Service Improvement??
Service Asset and Configuration Management
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Carry out one or more process activities
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

2. What is the Configuration Management System (CMS)?

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3. What are Change Management Activities?
It takes inputs and turn them into outputs.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
To provide best practice guidance to all types of organizations.
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 -

4. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
The system used to collect and manage Config Items (CI's)
A set of discrete facts
Business Impact Analysis

5. What are the technical management groups?
The ability to detect events - make sense of them and determine right control action
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- Release & Deployment - Transition Planning & Support
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

6. How can the impact of risk be measured?
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)
Service Level Management
Qualitative and Quantitative
Change Advisory Board

7. Resources are _____
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Tangible assets
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.
A structured set of activities designed to accomplish a specific objective.

8. What is the Snapshot?
Carry out one or more process activities
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
A role is defined in a process or function.

9. What is the scope of Service Operation??
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Vital Business Function
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
The services themselves - Service management processes - Technology (management of infrastructure) - People

10. What is the CSI register?
A role is defined in a process or function.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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...
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)

11. What is the purpose of Change Management?
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
The process that obtains value for money from suppliers.
To control lifecycle of all changes to be made with minimal disruption to services
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

12. What should Major Problem Review focus on?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
The phase that turns service strategy into a plan for delivering the business outcomes.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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

13. What is the scope of the Transition Planning & Support process?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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

14. What is the definition of a Service Level Agreement Monitoring Chart?
The basis for value creation including both resources and capabilities
A service asset that needs to be managed to deliver a service
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

15. What are two levels of availability?
Change Advisory Board
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

16. ITIL
A customer requirement for an aspect of an IT service
It covers: - design - implementation - measurement -management -improvement of service and component availability
Action taken to recover after a failed change or release.
Information Technology Infrastructure Library

17. A capability is an _________________
Incidents never become problems. They co-exist
intangible asset
Speeds up resolution - Concern of data quality
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

18. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Quality Service 2) Cost-effective Services
- 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
Service Knowledge Management System

19. What is a Service Catalogue?
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.
The process to ensure that the level of availability in services needs agrees with the required needs

20. CSF
To quantify the impact to the business that loss of service would have
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Critical Success Factor
A service provider which functions within the business units they server.

21. What is a Process Owner's responsibility?
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.
- 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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Align new/changed services with business requirements - Maximize value to the business operations

22. What is the purpose of Service Catalogue Management?
A set of responsibilities defined in a process and assigned to a person or team.
Data - Information - Knowledge - Wisdom
To provide a single source of information on all operational and ready for production services.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

23. What is the CSI approach?

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24. What are the three types of services?
Problem that has a documented root cause and workaround
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
Access - Identity - Rights - Service or Service Groups - Directory Services

25. What is Vital Business Functions?
- 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
A function that reflects the part of business process that is critical to success of business
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
The process to ensure that the level of availability in services needs agrees with the required needs

26. What is Change Advisory Board (CAB)?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Tangible assets

27. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
The process that obtains value for money from suppliers.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

28. SCMIS
To quantify the impact to the business that loss of service would have
Carry out one or more process activities
Supplier and Contract Management Information System
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

29. VOI
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
Value of Investment
This is where the customer sees the actual value of the services
Accountable for the delivery of a specific service.

30. 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)
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
The process to ensure that the level of availability in services needs agrees with the required needs
Agreement between an IT service provider and another part of same organization that assists with service provision

31. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Action taken to recover after a failed change or release.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

32. Who owns an incident?
Ownership regardless of escalation remains with the service desk
Speeds up resolution - Concern of data quality
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Problem that has a documented root cause and workaround

33. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Single Point Of Contact
Pattern of Business Activity

34. What are the Service Strategy processes and functions?
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.)
Used to store and manage knowledge - info and data.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

35. When do you conduct a major problem review?
Information Communication Technology
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
After closure and it is linked to major incident review
A group of people - tools and resources used to carry out a process activity.

36. What are the objectives of Service Operation?
Change Advisory Board
- 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 provide and maintain a single source of info on all operational and ready to be introduced services
Inputs - Outputs - Activities - Measurements - Roles

37. What is Value?

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38. What are the Incident Management activities??
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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 -
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 -

39. What are the objectives of Service Transition?
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A customer requirement for an aspect of an IT service

40. What is a Config Item (CI)?
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
A service asset that needs to be managed to deliver a service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The phase that turns service strategy into a plan for delivering the business outcomes.

41. What is the purpose of the Design Coordination process?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
ensuer goals of service design stage are met with single point of coordination within this stage
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A formal proposal for major changes that involve high cost - risk or org. impact.

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

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43. What is a Function?
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
The process in which goals and objectives of service design stage are met
A group of people - tools and resources used to carry out a process activity.
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)

44. CI
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Configuration Item
Pattern of Business Activity
Change Advisory Board

45. External Service Provider
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.
A set of discrete facts
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

46. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
Continual Service Improvement
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

47. What is the scope of the Service Level Management process?
A role is defined in a process or function.
Service Desk - Technical management - IT Operation Management - Application Management
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

48. What is the purpose of Event Management?
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
The ability to detect events - make sense of them and determine right control action
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Any event which disrupts - or which could disrupt - a service

49. What are the objectives of the Capacity Management process?
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
The level to which the service meets a customer's expectation.
- Manage access - Respond to requests for granting access - Oversee access
A set of activities to accomplish an objective.

50. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Business Impact Analysis
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers