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 an Outcome?
The result of an activity following a process or the delivery of a service.
Ensure assets required to deliver service are controlled and info is available for them
It takes inputs and turn them into outputs.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

2. TCO
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
Total Cost of Ownership
- 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
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

3. BCP
Business Continuity Plan
- 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
- 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
Return on Investment

4. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Governs the org's approach to Information Security Management
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

5. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
It can improve utility and warranty of services incresing value.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
It comes from providing context to data - Who? - What? - When? - Where?

6. What are the objectives of the Service Design phase?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To provide best practice guidance to all types of organizations.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

7. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- 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
- Vendor neutral - Non prescriptive - Best practice
Share perspectives - ideas - experience & info to enable informed decisions

8. What is Change?
Addition - modification - removal of anything that could have an effect on IT services
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 -
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.
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.

9. Describe the Design Coordination process.
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)
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
The process in which goals and objectives of service design stage are met
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

10. BIA
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
Business Impact Analysis
Addition - modification - removal of anything that could have an effect on IT services
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

11. Detail the Process Manager's responsibilities
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
It's he process responsible for managing the lifecycle of all service requests from users
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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

12. What is a Role?
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)
The process that supports the Business Continuity Management process by managing risks that could affect services.
Set of responsibilities - activities and authorities granted to a person or a team.
Return on Investment

13. Who owns an incident?
Ownership regardless of escalation remains with the service desk
Access - Identity - Rights - Service or Service Groups - Directory Services
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

14. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A structured set of activities designed to accomplish a specific objective.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Information Communication Technology

15. What are the objectives of Event Management?
This is where the customer sees the actual value of the services
It's he process responsible for managing the lifecycle of all service requests from users
Tp provide the right for users to be able to use a service or group of 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

16. What does process definitions describe??
Addition - modification - removal of anything that could have an effect on IT services
The result of an activity following a process or the delivery of a service.
Inputs - Outputs - Activities - Measurements - Roles
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

17. What is the Service Knowledge Management System (SKMS)?
- 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
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...
Emergency Change Advisory Board
Used to store and manage knowledge - info and data.

18. What are the objectives of the seven steps to improvement?
The result of an activity following a process or the delivery of a service.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
It defines performance and the alignment of IT services with the business.

19. What processes does the Change Management process interface with?
Key Performance Indicator
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A group of people and the tools they use to perform one or more processes or activities.

20. What is the scope of Service Transition?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A service asset that needs to be managed to deliver a service
Similar to incident model - For problems that have an expensive solution

21. What are the three types of services?
Action taken to recover after a failed change or release.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Used to store and manage knowledge - info and data.

22. Describe the Service Catalogue Management process.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
To provide and maintain a single source of info on all operational and ready to be introduced services
Used to store and manage knowledge - info and data.

23. What actvities does Business Relationship Management Activities refer to?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Carry out one or more process activities
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Service Desk - Technical management - IT Operation Management - Application Management

24. IT Ops and Application Management are involved in _____________________
Application support
Carry out one or more process activities
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
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

25. What is the purpose of Application Management?
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
Is responsible for managing applications through their lifecycle
Set of responsibilities - activities and authorities granted to a person or a team.
- Release & Deployment - Transition Planning & Support

26. What is the scope of Continual Service Improvement??
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.
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

27. What is the role of technical management?
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
Lifecycle wide process and relevant to all lifecycles
- 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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

28. What Service Transition processes primarily support the Service Transition phase?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- Release & Deployment - Transition Planning & Support
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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

29. Describe the Information Security Management process.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.

30. What characteristics does a process have?
Known Error Database
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

31. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

32. What is the content of a Business Case?
It takes inputs and turn them into outputs.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Define steps required to restore business process following disruption
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

33. What are the 4 levels of service provision expectations?
Critical Success Factor
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
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

34. What is the RACI matrix?
Key Performance Indicator
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

35. What are the three Service Design Agreements?
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Agreement between an IT service provider and another part of same organization that assists with service provision
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

36. What is a Problem Model??
Ensure assets required to deliver service are controlled and info is available for them
Similar to incident model - For problems that have an expensive solution
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

37. What does a Release Policy include?
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
- Change Management - Service Asset & Config Management - Knowledge Management
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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

38. What are the components of IT Operations Management?
Share perspectives - ideas - experience & info to enable informed decisions
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A group of people - tools and resources used to carry out a process activity.

39. How do services facilitate outcomes?
By enhancing the performance of tasks and reducing the effect of constraints.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A set of activities to accomplish an objective.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

40. What are the options of organizational structures of a service desk?
A service provider which functions within the business units they server.
Agreement between an IT service provider and another part of same organization that assists with service provision
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- 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

41. What are the objectives of the Service Level Management process?
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
Assets such as server licenses and software licenses.
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

42. What is a Service Catalogue?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Strategic - Tactical - Operational - Commodity
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.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

43. 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.
Pattern of Business Activity (PBA)
Any event which disrupts - or which could disrupt - a service
- 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

44. What is a Process?
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
A set of activities to accomplish an objective.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Return on Investment

45. Technical and Application Management are involved in ___________________
Design - testing - improvements of CI's
Tangible assets
A group of people and the tools they use to perform one or more processes or activities.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

46. What are the Capacity Sun- Processes?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
All services under development - growth and Outlook.
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)

47. SLA
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 -
- 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
Service Level Agreement
By enhancing the performance of tasks and reducing the effect of constraints.

48. What are the two primary elements of value?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Utility 2) Warranty
Service Level Agreement
Supplier and Contract Management Information System

49. What is the scope of Service Operation??
The phase that turns service strategy into a plan for delivering the business outcomes.
Problem that has a documented root cause and workaround
The services themselves - Service management processes - Technology (management of infrastructure) - People
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)

50. What are some Service Level Management Activities?
A group of people - tools and resources used to carry out a process activity.
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
Action taken to recover after a failed change or release.
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

Test your basic knowledge |

ITIL

Top Scores

Link to This Test

Related Subjects