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 Wisdom?
It defines performance and the alignment of IT services with the business.
A function that reflects the part of business process that is critical to success of business
A service provider which functions within the business units they server.
Makes use of knowledge to create value through well-informed decisions

2. Describe the Information Security Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
Accountable for the delivery of a specific service.
To provide a balanced view of overall service
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.

3. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Preferences 2) Past experiences 3) Communications
Information Technology Infrastructure Library
- Release & Deployment - Transition Planning & Support

4. Who should the Information Security Policy be communicated to?
Tp provide the right for users to be able to use a service or group of services
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
Everyone except for Type III service providers (third parties)

5. What is Value?

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6. What is a Problem Model??
Change Advisory Board
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Similar to incident model - For problems that have an expensive solution

7. ICT
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.
- 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Information Communication Technology

8. ITSM
1. Business Service Catalogue 2. Technical Service Catalogue.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
IT Service Management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

9. What are the objectives of Service Transition?
A service provided by an IT service provider made up of a combination of IT - people and processes.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire

10. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

11. What is a benefit of a RACI matrix?
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...
It can identify weaknesses or areas of improvements.
To provide best practice guidance to all types of organizations.
Carry out one or more process activities

12. What are the seven steps to improvement?
1) Preferences 2) Past experiences 3) Communications
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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 -

13. What is the scope of change?
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Pattern of Business Activity (PBA)

14. What are two kinds of IT Services?
Problem that has a documented root cause and workaround
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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.)

15. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Service Level Management
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
- 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

16. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
It can identify weaknesses or areas of improvements.

17. What are some Service Level Management Activities?
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
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
To provide best practice guidance to all types of organizations.
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.

18. What are the objectives of Continual Service Improvement??
It can identify weaknesses or areas of improvements.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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
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 -

19. What is the Process Practitioner's responsibility?
- Change Management - Service Asset & Config Management - Knowledge Management
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
The ability to detect events - make sense of them and determine right control action
Carry out one or more process activities

20. What is Information?
A service asset that needs to be managed to deliver a service
It comes from providing context to data - Who? - What? - When? - Where?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

21. What is the scope of the Service Design phase?
Critical Success Factor
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.
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 process that supports the Business Continuity Management process by managing risks that could affect services.

22. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Information Technology Infrastructure Library
Is responsible for managing applications through their lifecycle

23. SLA
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Service Level Agreement
The level to which the service meets a customer's expectation.
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

24. VBF
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Vital Business Function
- New service - Major change to service - Removal of service - Changes to the SDP itself
Strategic - Tactical - Operational - Commodity

25. Name the characteristics of value
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
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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

26. What is a Service Portfolio?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Design - testing - improvements of CI's
Align new/changed services with business requirements - Maximize value to the business operations
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.

27. What are the objectives of Access Management?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- Manage access - Respond to requests for granting access - Oversee access
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.
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

28. DML
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
Definitive Media Library
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.

29. Why is automation of technology and architecture beneficial?
To control lifecycle of all changes to be made with minimal disruption to services
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
It can improve utility and warranty of services incresing value.
- 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

30. What is the purpose of Event Management?
1) Utility 2) Warranty
The ability to detect events - make sense of them and determine right control action
To be accountable for the operational management of the process.
A service provider which functions within the business units they server.

31. What are the two types of customers?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It can improve utility and warranty of services incresing value.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

32. When is the Service Design Package created or edited?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- 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

33. What is a Process Owner's responsibility?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.

34. What processes does Financial Management include?
Services that are no longer available.
- Budgeting - Accounting - Charging (Billing)
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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

35. ROI
Service Level Management
To be accountable for the operational management of the process.
Return on Investment
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

36. What are the options of organizational structures of a service desk?
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
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
- 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
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

37. What is an Alert?
Single Point Of Contact
It can improve utility and warranty of services incresing value.
Tangible assets
Is a notification that a threshold has been reached - something has changed - or a failure has occured

38. What is the scope of Problem Management?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

39. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

40. Describe the IT Service Continuity Management process.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The process that supports the Business Continuity Management process by managing risks that could affect services.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Service Level Agreement

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

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42. What are KPI's?
Keep it simple - Use multi-level categorization - Use categorization for reporting
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

43. What is a Config Item (CI)?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A service asset that needs to be managed to deliver a service

44. What is Change?
Vital Business Function
Speeds up resolution - Concern of data quality
Addition - modification - removal of anything that could have an effect on IT services
A service provider which functions within the business units they server.

45. What is the scope of Continual Service Improvement??
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
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
Services that provide customer with wanted business outcomes.

46. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The result of an activity following a process or the delivery of a service.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

47. What is the scope of Access Management?
Executing the policies in information security management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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
By enhancing the performance of tasks and reducing the effect of constraints.

48. What are the Capacity Sun- Processes?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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
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) 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)

49. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

50. What are the ISM concepts?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers