Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

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

1. Describe the Information Security Management process.
Configuration Item
The ability to detect events - make sense of them and determine right control action
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.
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 do Change Models have?
- 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
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
1) Quality Service 2) Cost-effective Services
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

3. What is Information?
Everyone except for Type III service providers (third parties)
It comes from providing context to data - Who? - What? - When? - Where?
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 -
Governs the org's approach to Information Security Management

4. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

5. How do you escalate an incident?
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Information Technology Infrastructure Library
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)

6. What is the business value of Service Operation?
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
This is where the customer sees the actual value of the services
Service Desk - Technical management - IT Operation Management - Application Management

7. ITIL
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Information Technology Infrastructure Library
To provide best practice guidance to all types of organizations.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

8. ITSM
Problem that has a documented root cause and workaround
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)
IT Service Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

9. What are the five aspects of Service Design?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
Pattern of Business Activity (PBA)

10. What are Retired Services?
Service Level Management
Services that are no longer available.
Responsible - Accountable - Consult - Inform
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

11. What is a Service?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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)
1) Quality Service 2) Cost-effective Services
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.

12. What are the Change Types?
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Align new/changed services with business requirements - Maximize value to the business operations
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

13. What is a Function?
A group of people - tools and resources used to carry out a process activity.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The services themselves - Service management processes - Technology (management of infrastructure) - People
Accountable for the delivery of a specific service.

14. What is a Role?
Business Continuity Management
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Set of responsibilities - activities and authorities granted to a person or a team.
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation

15. What is a workaround?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- Release & Deployment - Transition Planning & Support

16. What is stored in the Service Knowledge Management System (SKMS)??

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17. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Service Level Management
Is a request from a user for info - advice - standard change - or access to an IT service

18. What is Service Management?
Application support
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
After closure and it is linked to major incident review
1) Preferences 2) Past experiences 3) Communications

19. What is Business Value?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Services that provide customer with wanted business outcomes.

20. What are the objectives of Continual Service Improvement??
- 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
Single Point Of Contact
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
Problem that has a documented root cause and workaround

21. What is the UC?
Tangible assets
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.
To be accountable for the operational management of the process.
A set of best practice publications for IT service management

22. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
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)
Emergency Change Advisory Board
- 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

23. What is an IT Service?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Service Knowledge Management System
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
A service provided by an IT service provider made up of a combination of IT - people and processes.

24. What is the purpose of Service Strategy?

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25. 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
- Vendor neutral - Non prescriptive - Best practice
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

26. What is a Resource?
A structured set of activities designed to accomplish a specific objective.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

27. What is the scope of Service Operation??
Known Error Database
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Share perspectives - ideas - experience & info to enable informed decisions
The services themselves - Service management processes - Technology (management of infrastructure) - People

28. What are the phases of Release & Deployment?
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

29. What is the scope of change?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

30. What are the components of the ITIL framework?
A structured set of activities designed to accomplish a specific objective.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1) Core Publications 2) Complimentary Guidance
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

31. What is the scope of the Capacity Management process?
A role is defined in a process or function.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

32. What is Change Advisory Board (CAB)?
To quantify the impact to the business that loss of service would have
It comes from providing context to data - Who? - What? - When? - Where?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

33. CAB
Tangible assets
Operation Level Agreement
Change Advisory Board
Information Communication Technology

34. What processes interfaces with Problem Management?
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

35. What is a Service Pipeline?
All services under development - growth and Outlook.
Change Advisory Board
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
- Release & Deployment - Transition Planning & Support

36. RACI
Change Advisory Board
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Responsible - Accountable - Consult - Inform
Business Continuity Management

37. What are the objectives of Availability Management process?
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 plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Define steps required to restore business process following disruption

38. What is the relationship between Incidents and Problems?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Incidents never become problems. They co-exist
Information Technology Infrastructure Library
Operation Level Agreement

39. What is the Process Manager's responsibility?
Speeds up resolution - Concern of data quality
The underlying cause of one or more failures
1) Preferences 2) Past experiences 3) Communications
To be accountable for the operational management of the process.

40. What is the purpose of Request Fulfillment?

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41. What is the Service Owner's responsibility?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Share perspectives - ideas - experience & info to enable informed decisions
Accountable for the delivery of a specific service.
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

42. What is the purpose of the Knowledge Management process?
- 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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Share perspectives - ideas - experience & info to enable informed decisions
A set of discrete facts

43. What are the Service Strategy processes and functions?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Ensure assets required to deliver service are controlled and info is available for them
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

44. IT Ops and Application Management are involved in _____________________
Application support
The system used to collect and manage Config Items (CI's)
This is where the customer sees the actual value of the services
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

45. What processes does Financial Management include?
To be accountable for the operational management of the process.
Everyone except for Type III service providers (third parties)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Budgeting - Accounting - Charging (Billing)

46. Detail the Process Owner's responsibilities
Any event which disrupts - or which could disrupt - a service
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

47. What are the objectives of the Service Level Management process?
Access - Identity - Rights - Service or Service Groups - Directory Services
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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

48. ROI
Return on Investment
Ensure assets required to deliver service are controlled and info is available for them
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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

49. What is Utilitiy?

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50. How is risk measured?
Definitive Media Library
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
- 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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring