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 characteristics does a process have?
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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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.

2. What processes are related to of Service Operation??
The implementation and management of IT services that meet the needs of the business.
To provide a balanced view of overall service
Qualitative and Quantitative
Incident management - Problem management - Event management - Request Fulfillment - Access Management

3. Why is automation of technology and architecture beneficial?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
It can improve utility and warranty of services incresing value.
Underpinning Contract
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

4. What are the objectives of Problem Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

5. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Information Communication Technology
Critical Success Factor
Data - Information - Knowledge - Wisdom

6. What is a Service?
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.
To provide and maintain a single source of info on all operational and ready to be introduced services
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
Change Advisory Board

7. What is the purpose of the Service Asset & Config Management (SACM) process?
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
Configuration Item
Ensure assets required to deliver service are controlled and info is available for them
- 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

8. What are the Service Strategy processes and functions?
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

9. What is the scope of the Knowledge Management process?
Agreement between an IT service provider and another part of same organization that assists with service provision
To provide best practice guidance to all types of organizations.
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
Lifecycle wide process and relevant to all lifecycles

10. Detail the Service Owner's repsonsibility.
Inputs - Outputs - Activities - Measurements - Roles
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
The system used to collect and manage Config Items (CI's)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

11. What are the two views of the Service Catalogue?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. 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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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)

12. What is an Event?
The underlying cause of one or more failures
- 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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Continual Service Improvement

13. What are the three types of services?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.

14. How is the Service Design Package used?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
It can improve utility and warranty of services incresing value.
- 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

15. What is Knowledge?
All services under development - growth and Outlook.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Configuration Management System

16. Facilities Management
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
To control lifecycle of all changes to be made with minimal disruption to services

17. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The basis for value creation including both resources and capabilities
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

18. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Tangible assets
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

19. What is a Capability?
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.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Keep it simple - Use multi-level categorization - Use categorization for reporting
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

20. What is Data?
Used to store and manage knowledge - info and data.
A set of discrete facts
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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 -

21. What are the objectives of Application Management?

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22. What is the scope of the Service Level Management process?
A set of responsibilities defined in a process and assigned to a person or team.
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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...

23. What are the ITSCM process activities??
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Service Asset and Configuration Management

24. SKMS
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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.
Service Knowledge Management System

25. What is Utility?
Tangible assets
Fit for purpose-the functionality of a product or service to meet a particular need.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Define steps required to restore business process following disruption

26. What is the purpose of the Transition Planning & Support process?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Provide overall planning for service transition and coordinate resources required for it
1) Preferences 2) Past experiences 3) Communications
- Vendor neutral - Non prescriptive - Best practice

27. How do you categorize an incident?
Single Point Of Contact
Keep it simple - Use multi-level categorization - Use categorization for reporting
Qualitative and Quantitative
Strategic - Tactical - Operational - Commodity

28. KEDB
Known Error Database
- Budgeting - Accounting - Charging (Billing)
A service provided by an IT service provider made up of a combination of IT - people and processes.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

29. How do you escalate an incident?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
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. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

30. What is an Outcome?
The result of an activity following a process or the delivery of a service.
1. Business Service Catalogue 2. Technical Service Catalogue.
Ensure assets required to deliver service are controlled and info is available for them
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

31. What are the objectives of the Transition Planning & Support process?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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...
A set of activities to accomplish an objective.
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

32. What is the scope of the Service Asset & Config Management (SACM) process?
Critical Success Factor
Includes management of the component lifecycle of every CI (config item)
- Release & Deployment - Transition Planning & Support
The underlying cause of one or more failures

33. What are three types of events?

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34. What is risk?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
The process that obtains value for money from suppliers.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A service provided by an IT service provider made up of a combination of IT - people and processes.

35. What are the technical management groups?
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A set of discrete facts
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

36. What is the purpose of Event Management?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- 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
The ability to detect events - make sense of them and determine right control action
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.

37. What is a Function?
The level to which the service meets a customer's expectation.
A group of people and the tools they use to perform one or more processes or activities.
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)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

38. What Service Transition processes support all lifecycle phases?
Service Knowledge Management System
- Change Management - Service Asset & Config Management - Knowledge Management
Definitive Media Library
Inputs - Outputs - Activities - Measurements - Roles

39. How can the impact of risk be measured?
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)
Define steps required to restore business process following disruption
- 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
Qualitative and Quantitative

40. What are the objectives of the Service Level Management process?
Is responsible for managing applications through their lifecycle
Assets such as server licenses and software licenses.
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
It can identify weaknesses or areas of improvements.

41. What does a process do?
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.
Definitive Media Library
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
It takes inputs and turn them into outputs.

42. What is the purpose of Service Strategy?

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43. What is Business Value?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Carry out one or more process activities
All services under development - growth and Outlook.
Services that provide customer with wanted business outcomes.

44. 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
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.
Speeds up resolution - Concern of data quality
Set of responsibilities - activities and authorities granted to a person or a team.

45. What is the Organization Level Agreement?
Functional requirements - SLAs - benefits and design constraints
Information Communication Technology
Agreement between an IT service provider and another part of same organization that assists with service provision
Vital Business Function

46. What is the purpose of the Knowledge Management process?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.)
A set of responsibilities defined in a process and assigned to a person or team.
Share perspectives - ideas - experience & info to enable informed decisions

47. What are the the 4 P's in Service Design?
Up to each org to decide which service requests it will handle
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

48. What are the 4 P's in Service Design used for?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To provide and maintain a single source of info on all operational and ready to be introduced services
To provide a balanced view of overall service
A service asset that needs to be managed to deliver a service

49. What is the purpose of ITIL Core Publications?
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To provide best practice guidance to all types of organizations.
Service Desk - Technical management - IT Operation Management - Application Management

50. It's part of the SKMS (service knowledge management system)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)