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 purpose of Business Impact Analysis (BISA?
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
Continual Service Improvement
To quantify the impact to the business that loss of service would have
A set of activities to accomplish an objective.

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

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3. Describe the Information Security Management process.
- 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
A set of responsibilities defined in a process and assigned to a person or team.
A set of activities to accomplish an objective.
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.

4. What is Knowledge?
A role is defined in a process or function.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

5. What influences the expected service?
To be accountable for the operational management of the process.
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
1) Preferences 2) Past experiences 3) Communications
- Budgeting - Accounting - Charging (Billing)

6. UC
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The process that obtains value for money from suppliers.
Underpinning Contract
Service Desk - Technical management - IT Operation Management - Application Management

7. Describe the Capacity Management process.
- 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
Ensure assets required to deliver service are controlled and info is available for them
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

8. What communication is part of Service Operation?
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

9. What are the objectives of Incident Management?
Incidents never become problems. They co-exist
- 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
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
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)

10. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A set of activities to accomplish an objective.
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!

11. What is the Organization Level Agreement?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- 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
Agreement between an IT service provider and another part of same organization that assists with service provision
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.

12. How do you prioritize an incident?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
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.
- 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

13. What is the purpose of the Design Coordination process?
A set of responsibilities defined in a process and assigned to a person or team.
Inputs - Outputs - Activities - Measurements - Roles
- Change Management - Service Asset & Config Management - Knowledge Management
ensuer goals of service design stage are met with single point of coordination within this stage

14. What is a Function?
- New service - Major change to service - Removal of service - Changes to the SDP itself
A group of people - tools and resources used to carry out a process activity.
Service Knowledge Management System
- 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

15. What is the scope of the Service Asset & Config Management (SACM) process?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
By enhancing the performance of tasks and reducing the effect of constraints.
Includes management of the component lifecycle of every CI (config item)
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

16. 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
The services themselves - Service management processes - Technology (management of infrastructure) - People
Addition - modification - removal of anything that could have an effect on IT services
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

17. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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 service provided by an IT service provider made up of a combination of IT - people and processes.
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

18. What is an Outcome?
The result of an activity following a process or the delivery of a service.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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 workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

19. A capability is an _________________
intangible asset
Single Point Of Contact
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

20. What is a known error?
Operation Level Agreement
To quantify the impact to the business that loss of service would have
Problem that has a documented root cause and workaround
Pattern of Business Activity

21. What characteristics does a process have?
To provide a balanced view of overall service
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

22. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
Tangible assets
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

23. CAM
Everyone except for Type III service providers (third parties)
Change Advisory Board
Service Desk - Technical management - IT Operation Management - Application Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

24. How is the Service Design Package used?
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.
Assets such as server licenses and software licenses.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

25. What are the objectives of the Service Level Management process?
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
Configuration Management Database
Underpinning Contract
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

26. What is the purpose of Business Relationship Management??
A set of best practice publications for IT service management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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 -

27. What is a Capability?
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
Operation Level Agreement
Application support
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

28. What is the scope of the Release & Deployment Management process?
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 set of activities to accomplish an objective.
Request for Change
Includes the processes - systems & functions to package - build - test and deploy a release in live use

29. What are the design constraints for a service?
A set of best practice publications for IT service management
A service provided by an IT service provider made up of a combination of IT - people and processes.
- Capability constraints - Resource constraints - Utility constraints - And more...
Agreement between an IT service provider and another part of same organization that assists with service provision

30. KPI
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Key Performance Indicator

31. Where is a role defined?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
A role is defined in a process or function.
Internal Service Provider - Shared Service Unit - External Service Provider

32. What are the objectives of Request Fulfillment?
Critical Success Factor
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Inputs - Outputs - Activities - Measurements - Roles
- 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

33. What is the Service Knowledge Management System (SKMS)?
Emergency Change Advisory Board
Used to store and manage knowledge - info and data.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Pattern of Business Activity

34. What is the purpose of Change 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
To control lifecycle of all changes to be made with minimal disruption to services
1) Core Publications 2) Complimentary Guidance
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

35. What are the Capacity Sun- Processes?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Any event which disrupts - or which could disrupt - a service
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)

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

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37. What is Service Assets?
Similar to incident model - For problems that have an expensive solution
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Align new/changed services with business requirements - Maximize value to the business operations
The basis for value creation including both resources and capabilities

38. What is the Information Security Policy?

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39. What are the objectives of Event Management?
Operation Level Agreement
Speeds up resolution - Concern of data quality
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
Used to store and manage knowledge - info and data.

40. RACI
A service provider which functions within the business units they server.
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Responsible - Accountable - Consult - Inform

41. What is the Known Error Database (KEDB)?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The underlying cause of one or more failures
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

42. What are the Service Transition processes??
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

43. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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

44. What is a Service Portfolio?
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.
The basis for value creation including both resources and capabilities
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

45. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Action taken to recover after a failed change or release.
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 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

46. CMS
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.
Configuration Management System
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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

47. Who should the Information Security Policy be communicated to?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Everyone except for Type III service providers (third parties)
Action taken to recover after a failed change or release.

48. IT Ops and Application Management are involved in _____________________
Application support
The ability to detect events - make sense of them and determine right control action
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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

49. What are the objectives of technical management?

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50. What are the five aspects of Service Design?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
Services that are no longer available.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes