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 Service Owner's responsibility?
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.)
Accountable for the delivery of a specific service.
Addition - modification - removal of anything that could have an effect on IT services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

2. What processes does the Change Management process interface with?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Assets such as server licenses and software licenses.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

3. Why is automation of technology and architecture beneficial?
- 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
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
A set of responsibilities defined in a process and assigned to a person or team.
It can improve utility and warranty of services incresing value.

4. What is the scope of Event Management?

5. What are the objectives of the Capacity Management process?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A customer requirement for an aspect of an IT service
A structured set of activities designed to accomplish a specific objective.
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

6. What processes interfaces with Problem Management?
Value of Investment
Used to store and manage knowledge - info and data.
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
Tp provide the right for users to be able to use a service or group of services

7. Resources are _____
Single Point Of Contact
Tangible assets
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Accountable for the delivery of a specific service.

8. What is Service Assets?
Ensure assets required to deliver service are controlled and info is available for them
The basis for value creation including both resources and capabilities
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

9. What drives service design?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Functional requirements - SLAs - benefits and design constraints
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)

10. What are the objectives of the Transition Planning & Support process?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Business Impact Analysis
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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...

11. What is a Role?
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
A set of best practice publications for IT service management
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.
A set of responsibilities defined in a process and assigned to a person or team.

12. Detail the Process Manager's responsibilities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
Configuration Item
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.

13. What are the objectives of Service Transition?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application 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
Request for Change
Business Impact Analysis

14. BCM
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Business Continuity Management
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat

15. DIKW
A structured set of activities designed to accomplish a specific objective.
Data - Information - Knowledge - Wisdom
The result of an activity following a process or the delivery of a service.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

16. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
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
- Vendor neutral - Non prescriptive - Best practice
Set of responsibilities - activities and authorities granted to a person or a team.

17. What is the scope of Incident Management?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Any event which disrupts - or which could disrupt - a service
- 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
Align new/changed services with business requirements - Maximize value to the business operations

18. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Value of Investment
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

19. What are the components of the ITIL framework?
All services under development - growth and Outlook.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Core Publications 2) Complimentary Guidance
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

20. RACI
Strategic - Tactical - Operational - Commodity
Responsible - Accountable - Consult - Inform
It takes inputs and turn them into outputs.
Business Impact Analysis

21. What are the objectives of the Change Management Process?

22. What is the role of 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 plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Define steps required to restore business process following disruption

23. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
Request for Change
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

24. What is Warranty?
Design - testing - improvements of CI's
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
A service asset that needs to be managed to deliver a service

25. What is the scope of Service Strategy??

26. What is the purpose of Application Management?
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Is responsible for managing applications through their lifecycle
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

27. What is the purpose of Availability Management process?
Incidents never become problems. They co-exist
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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

28. PBA
Pattern of Business Activity
A formal proposal for major changes that involve high cost - risk or org. impact.
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
Is responsible for managing applications through their lifecycle

29. What is the scope of the seven steps to improvement?
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
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
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
Agreement between an IT service provider and another part of same organization that assists with service provision

30. Define Patterns of Business Activity (PBA)?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- Release & Deployment - Transition Planning & Support
Service Asset and Configuration Management

31. What is the scope of Access Management?
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
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
Executing the policies in information security management
Lifecycle wide process and relevant to all lifecycles

32. What is the CSI register?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Information Technology Infrastructure Library
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

33. What is the purpose of Service Design??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Assets such as server licenses and software licenses.
By enhancing the performance of tasks and reducing the effect of constraints.

34. Facilities Management
Configuration Item
Ensure assets required to deliver service are controlled and info is available for them
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

35. What is the Process Manager's responsibility?
Inputs - Outputs - Activities - Measurements - Roles
To be accountable for the operational management of the process.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Agreement between an IT service provider and another part of same organization that assists with service provision

36. What is ITIL?
A set of best practice publications for IT service management
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.)
Align new/changed services with business requirements - Maximize value to the business operations
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid

37. What is the purpose of the Design Coordination process?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To plan - schedule & control the build - test & deployment of releases
ensuer goals of service design stage are met with single point of coordination within this stage

38. What is Service Management?
A service provider which functions within the business units they server.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.

39. It's part of the SKMS (service knowledge management system)
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Speeds up resolution - Concern of data quality
A structured set of activities designed to accomplish a specific objective.

40. KPI
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)
Key Performance Indicator
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
intangible asset

41. What is the purpose of Service Portfolio Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

42. What are the objectives of Application Management?

43. What is a Resource?
Any event which disrupts - or which could disrupt - a service
1. Business Service Catalogue 2. Technical Service Catalogue.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements

44. What are the two views of the Service Catalogue?
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
It's he process responsible for managing the lifecycle of all service requests from users
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)
Incident management - Problem management - Event management - Request Fulfillment - Access Management

45. A capability is an _________________
Value of Investment
intangible asset
It defines performance and the alignment of IT services with the business.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

46. What are the objectives of the Service Design phase?
1) Quality Service 2) Cost-effective Services
- 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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

47. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Incidents never become problems. They co-exist
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging 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

48. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
- 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

49. What is a Process?
Critical Success Factor
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
A set of activities to accomplish an objective.

50. CAB
Single Point Of Contact
Inputs - Outputs - Activities - Measurements - Roles
The phase that turns service strategy into a plan for delivering the business outcomes.
Change Advisory Board