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. How do you categorize an incident?
Up to each org to decide which service requests it will handle
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.
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

2. Why do organizations use ITIL?
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.
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
It covers: - design - implementation - measurement -management -improvement of service and component availability
Service Level Agreement

3. What are the objectives of Application Management?

4. What is Knowledge?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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
It's he process responsible for managing the lifecycle of all service requests from users
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

5. A capability is an _________________
Assets such as server licenses and software licenses.
A service provider which functions within the business units they server.
Information Communication Technology
intangible asset

6. Name the characteristics of value
To provide a single source of information on all operational and ready for production services.
Critical Success Factor
Continual Service Improvement
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

7. What are the Capacity Sun- Processes?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Used to store and manage knowledge - info and data.
- 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) 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)

8. SKMS
Inputs - Outputs - Activities - Measurements - Roles
Service Knowledge Management System
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Customer Perception 2) Customer Preference 3) Business Outcomes

9. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
Agreement between an IT service provider and another part of same organization that assists with service provision
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Lifecycle wide process and relevant to all lifecycles

10. What are the objectives of Continual Service Improvement??
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 body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Keep it simple - Use multi-level categorization - Use categorization for reporting
The phase that turns service strategy into a plan for delivering the business outcomes.

11. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A service asset that needs to be managed to deliver a service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

12. What are the three types of Service Providers??
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
The services themselves - Service management processes - Technology (management of infrastructure) - People
Internal Service Provider - Shared Service Unit - External Service Provider
Functional requirements - SLAs - benefits and design constraints

13. What is the business value of the service desk?
Is responsible for managing applications through their lifecycle
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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

14. What is the scope of Access Management?
Governs the org's approach to Information Security Management
Executing the policies in information security management
Share perspectives - ideas - experience & info to enable informed decisions
Key Performance Indicator

15. Define Patterns of Business Activity (PBA)?
Ensure assets required to deliver service are controlled and info is available for them
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Service Level Agreement

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

17. What should Major Problem Review focus on?
The services themselves - Service management processes - Technology (management of infrastructure) - People
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

18. What is the role of technical management?
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A service provided by an IT service provider made up of a combination of IT - people and processes.

19. Resources are _____
The basis for value creation including both resources and capabilities
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A role is defined in a process or function.
Tangible assets

20. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A role is defined in a process or function.
Share perspectives - ideas - experience & info to enable informed decisions
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

21. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
- 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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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.

22. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Configuration Management Database
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements

23. What is the Snapshot?
Inputs - Outputs - Activities - Measurements - Roles
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
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.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

24. What are the design constraints for a service?
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) 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.)
- Capability constraints - Resource constraints - Utility constraints - And more...
A structured set of activities designed to accomplish a specific objective.

25. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
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 -
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
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. Describe the Supplier Management process.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The process that obtains value for money from suppliers.
To provide best practice guidance to all types of organizations.
Emergency Change Advisory Board

27. What are the objectives of Event Management?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
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
Change Advisory Board

28. PBA
Align new/changed services with business requirements - Maximize value to the business operations
Pattern of Business Activity
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
- 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

29. What are the two types of Service Catalogues?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1. Business Service Catalogue 2. Technical Service Catalogue.
A customer requirement for an aspect of an IT service
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

30. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Emergency Change Advisory Board
Tangible assets

31. RFC
Request for Change
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service Desk - Technical management - IT Operation Management - Application Management
Is responsible for managing applications through their lifecycle

32. What is the purpose of Service Design??
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- Change Management - Service Asset & Config Management - Knowledge Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

33. ROI
The result of an activity following a process or the delivery of a service.
The underlying cause of one or more failures
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
Return on Investment

34. What are the objectives of the Service Level Management process?
Responsible - Accountable - Consult - Inform
Services that are no longer available.
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 takes inputs and turn them into outputs.

35. What is technical management?
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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.

36. What are the objectives of the Capacity Management process?
Accountable for the delivery of a specific service.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
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

37. What is the purpose of the Capacity Management process?
- Vendor neutral - Non prescriptive - Best practice
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.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve

38. TCO
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Total Cost of Ownership
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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

39. What is Wisdom?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Makes use of knowledge to create value through well-informed decisions
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

40. Detail the Service Owner's repsonsibility.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

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

42. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A customer requirement for an aspect of an IT service

43. BCM
Business Continuity Management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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 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.

44. What is the scope of change?
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
Everyone except for Type III service providers (third parties)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A set of best practice publications for IT service management

45. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
Functional requirements - SLAs - benefits and design constraints
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
- Budgeting - Accounting - Charging (Billing)

46. What are the ITSCM process activities??
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.
1) Core Publications 2) Complimentary Guidance
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

47. What is the scope of Availability Management process?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
It covers: - design - implementation - measurement -management -improvement of service and component availability
A customer requirement for an aspect of an IT service
Access - Identity - Rights - Service or Service Groups - Directory Services

48. Where is a role defined?
A role is defined in a process or function.
To be accountable for the operational management of the process.
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

49. ICT
Keep it simple - Use multi-level categorization - Use categorization for reporting
Single Point Of Contact
Tangible assets
Information Communication Technology

50. ECAB
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Emergency Change Advisory Board