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. External Service Provider
A function that reflects the part of business process that is critical to success of business
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
All services under development - growth and Outlook.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

2. What is a Function?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A group of people - tools and resources used to carry out a process activity.
- Change Management - Service Asset & Config Management - Knowledge Management
To provide a balanced view of overall service

3. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
It comes from providing context to data - Who? - What? - When? - Where?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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)

4. What is a Role?
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
A set of responsibilities defined in a process and assigned to a person or team.

5. What is the objective of Service Strategy
Services that are no longer available.
To control lifecycle of all changes to be made with minimal disruption to services
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

6. What is Knowledge?
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.
Service Knowledge Management System
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

7. Who should the Information Security Policy be communicated to?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Everyone except for Type III service providers (third parties)
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

8. What processes are related to of Service Operation??
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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)
1) Quality Service 2) Cost-effective Services

9. What does process definitions describe??
Operation Level Agreement
Ensure assets required to deliver service are controlled and info is available for them
Is a request from a user for info - advice - standard change - or access to an IT service
Inputs - Outputs - Activities - Measurements - Roles

10. It's part of the SKMS (service knowledge management system)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Speeds up resolution - Concern of data quality
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

11. What processes does Financial Management include?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Ownership regardless of escalation remains with the service desk
The underlying cause of one or more failures
- Budgeting - Accounting - Charging (Billing)

12. What are the the 4 P's in Service Design?
A set of best practice publications for IT service management
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Agreement between an IT service provider and another part of same organization that assists with service provision
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

13. Describe Time Scales of Incident Management

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14. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To control lifecycle of all changes to be made with minimal disruption to services
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Known Error Database

15. What is a Service Catalogue?
- 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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.
Includes the processes - systems & functions to package - build - test and deploy a release in live use

16. Describe the Supplier Management process.
Single Point Of Contact
The process that obtains value for money from suppliers.
Information Communication Technology
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

17. What are the 4 P's in Service Design used for?
Executing the policies in information security management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Information Communication Technology
To provide a balanced view of overall service

18. How is the Service Design Package used?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Speeds up resolution - Concern of data quality
To provide best practice guidance to all types of organizations.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

19. What are the five Service Operation processes?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Continual Service Improvement
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. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

20. Describe the IT Service Continuity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
The process that supports the Business Continuity Management process by managing risks that could affect services.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

21. What are the objectives of technical management?

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22. Name the characteristics of value
The level to which the service meets a customer's expectation.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Internal Service Provider - Shared Service Unit - External Service Provider
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

23. What processes does the Change Management process interface with?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

24. What is the business value of the service desk?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Ensure assets required to deliver service are controlled and info is available for them
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

25. What is IT Service Management?
- 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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The implementation and management of IT services that meet the needs of the business.

26. What is the Deming Cycle?
A group of people - tools and resources used to carry out a process activity.
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Action taken to recover after a failed change or release.

27. Describe the Service Level Management process.
Total Cost of Ownership
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Design - testing - improvements of CI's

28. What are the Change Types?
Tp provide the right for users to be able to use a service or group of services
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)
- 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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

29. What is a Process Owner's responsibility?
- 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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The implementation and management of IT services that meet the needs of the business.

30. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
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
Service Desk - Technical management - IT Operation Management - Application Management
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

31. What is the scope of change?
Critical Success Factor
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Functional requirements - SLAs - benefits and design constraints

32. SCMIS
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
A role is defined in a process or function.
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
Supplier and Contract Management Information System

33. VBF
Vital Business Function
Business Impact Analysis
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

34. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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

35. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Application support

36. Detail the Service Owner's repsonsibility.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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
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 -
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

37. What are the objectives of the Knowledge Management process??
Addition - modification - removal of anything that could have an effect on IT services
Business Continuity Plan
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
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

38. What are the five aspects of Service Design?
It can improve utility and warranty of services incresing value.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
It's he process responsible for managing the lifecycle of all service requests from users
Service Level Agreement

39. VOI
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Value of Investment

40. What is a Business Continuity Plan?
Critical Success Factor
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Define steps required to restore business process following disruption

41. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
A set of activities to accomplish an objective.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

42. 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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Business Continuity Management

43. What are the two views of the Service Catalogue?
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)
Fit for purpose-the functionality of a product or service to meet a particular need.
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 -
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.

44. What are the ITSCM process activities??
Services that provide customer with wanted business outcomes.
- 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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

45. What is the purpose of Service Strategy?

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46. Resources are _____
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.
The underlying cause of one or more failures
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Tangible assets

47. What is the purpose of the Information Security Management (ISM) process?

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48. What is availability?
The process that obtains value for money from suppliers.
The ability to detect events - make sense of them and determine right control action
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.

49. What should an incident model include??
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 establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Data - Information - Knowledge - Wisdom
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

50. What is the business value of Service Transition?
The implementation and management of IT services that meet the needs of the business.
Align new/changed services with business requirements - Maximize value to the business operations
The ability to detect events - make sense of them and determine right control action
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements