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. CMS
To provide best practice guidance to all types of organizations.
Configuration Management System
To provide a single source of information on all operational and ready for production services.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

2. What is a Config Item (CI)?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The phase that turns service strategy into a plan for delivering the business outcomes.
After closure and it is linked to major incident review
A service asset that needs to be managed to deliver a service

3. What drives service design?
Information Communication Technology
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Functional requirements - SLAs - benefits and design constraints
The result of an activity following a process or the delivery of a service.

4. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
1. Business Service Catalogue 2. Technical Service Catalogue.
Configuration Management Database

5. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.

6. What are Retired Services?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Services that are no longer available.
1) Core Publications 2) Complimentary Guidance
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu

7. What are the supplier categories??
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Strategic - Tactical - Operational - Commodity
Data - Information - Knowledge - Wisdom

8. How do services facilitate outcomes?
A set of best practice publications for IT service management
- 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
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...
By enhancing the performance of tasks and reducing the effect of constraints.

9. SKMS
It defines performance and the alignment of IT services with the business.
Service Knowledge Management System
Service Level Management
Inputs - Outputs - Activities - Measurements - Roles

10. What is a Resource?
A role is defined in a process or function.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

11. What is Knowledge?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
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)

12. What is the purpose of the Knowledge Management process?
Set of responsibilities - activities and authorities granted to a person or a team.
It comes from providing context to data - Who? - What? - When? - Where?
Speeds up resolution - Concern of data quality
Share perspectives - ideas - experience & info to enable informed decisions

13. What is the Service Design Package?
Responsible - Accountable - Consult - Inform
Ownership regardless of escalation remains with the service desk
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Service Level Management

14. What is the purpose of Application Management?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Is responsible for managing applications through their lifecycle
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.

15. Shared Services Unit
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Change Advisory Board
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
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

16. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
- Change Management - Service Asset & Config Management - Knowledge Management
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
By enhancing the performance of tasks and reducing the effect of constraints.

17. CI
The basis for value creation including both resources and capabilities
A customer requirement for an aspect of an IT service
To provide and maintain a single source of info on all operational and ready to be introduced services
Configuration Item

18. CAM
Change Advisory Board
The ability to detect events - make sense of them and determine right control action
A formal proposal for a change
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

19. What is the Business Value of Service Strategy?
The ability to detect events - make sense of them and determine right control action
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Definitive Media Library
It defines performance and the alignment of IT services with the business.

20. What is the purpose of the even steps to improvement?
A formal proposal for major changes that involve high cost - risk or org. impact.
Service Level Agreement
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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

21. ITSM
IT Service Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
After closure and it is linked to major incident review

22. What is a Process?
Service Knowledge Management System
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A set of activities to accomplish an objective.
A group of people and the tools they use to perform one or more processes or activities.

23. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Request for Change
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

24. Describe the IT Service Continuity Management process.
Is a request from a user for info - advice - standard change - or access to an IT service
ensuer goals of service design stage are met with single point of coordination within this stage
- 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
The process that supports the Business Continuity Management process by managing risks that could affect services.

25. What topics are covered in Service Strategy?
Underpinning Contract
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The process in which goals and objectives of service design stage are met

26. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To provide a single source of information on all operational and ready for production services.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

27. PBA
The underlying cause of one or more failures
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Everyone except for Type III service providers (third parties)
Pattern of Business Activity

28. DIKW
After closure and it is linked to major incident review
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Data - Information - Knowledge - Wisdom

29. What processes does the Change Management process interface with?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

30. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Preferences 2) Past experiences 3) Communications
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

31. How do you prioritize an incident?
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
The implementation and management of IT services that meet the needs of the business.
Functional requirements - SLAs - benefits and design constraints
Carry out one or more process activities

32. What is the UC?
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.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Value of Investment
- Capability constraints - Resource constraints - Utility constraints - And more...

33. What is the scope of change?
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
It covers: - design - implementation - measurement -management -improvement of service and component availability

34. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
- Vendor neutral - Non prescriptive - Best practice

35. What is a Business Continuity Plan?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Define steps required to restore business process following disruption
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

36. What is a Service Portfolio?
To be accountable for the operational management of the process.
Ensure assets required to deliver service are controlled and info is available for them
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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.

37. What should Major Problem Review focus on?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

38. Describe the Design Coordination 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
1) Preferences 2) Past experiences 3) Communications
The process in which goals and objectives of service design stage are met
A formal proposal for a change

39. What is the scope of Event Management?

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40. What are the components of the ITIL framework?
A customer requirement for an aspect of an IT service
1) Core Publications 2) Complimentary Guidance
Qualitative and Quantitative
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.

41. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Business Continuity Plan
To provide a balanced view of overall service
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.

42. What is a benefit of a RACI matrix?
Align new/changed services with business requirements - Maximize value to the business operations
- 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 identify weaknesses or areas of improvements.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

43. What is a Process Owner's responsibility?
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 provide best practice guidance to all types of organizations.
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

44. Describe the Information Security Management process.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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.
- Budgeting - Accounting - Charging (Billing)
A service provider which functions within the business units they server.

45. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
A function that reflects the part of business process that is critical to success of business
Problem that has a documented root cause and workaround
1) Quality Service 2) Cost-effective Services

46. What are the ISM concepts?
The process that supports the Business Continuity Management process by managing risks that could affect services.
1) Preferences 2) Past experiences 3) Communications
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A service provided by an IT service provider made up of a combination of IT - people and processes.

47. What are the objectives of the seven steps to improvement?
Up to each org to decide which service requests it will handle
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
Set of responsibilities - activities and authorities granted to a person or a team.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

48. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Continual Service Improvement
The process that obtains value for money from suppliers.
- 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

49. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A service provided by an IT service provider made up of a combination of IT - people and processes.
- 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

50. ICT
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
Information Communication Technology
Is a request from a user for info - advice - standard change - or access to an IT service
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