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 a Process?
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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 set of activities to accomplish an objective.

2. How do you prioritize an incident?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To quantify the impact to the business that loss of service would have
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

3. What is Vital Business Functions?
- Release & Deployment - Transition Planning & Support
A function that reflects the part of business process that is critical to success of business
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Provide overall planning for service transition and coordinate resources required for it

4. What is the Business Value of Service Strategy?
Internal Service Provider - Shared Service Unit - External Service Provider
It comes from providing context to data - Who? - What? - When? - Where?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
It defines performance and the alignment of IT services with the business.

5. BCP
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Pattern of Business Activity
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Business Continuity Plan

6. What is the scope of Access Management?
Executing the policies in information security management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A function that reflects the part of business process that is critical to success of business
Business Continuity Plan

7. Resources are _____
Internal Service Provider - Shared Service Unit - External Service Provider
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.
Ownership regardless of escalation remains with the service desk
Tangible assets

8. Describe the Availability Management process.
Pattern of Business Activity
- 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
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 to ensure that the level of availability in services needs agrees with the required needs

9. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Governs the org's approach to Information Security Management
The basis for value creation including both resources and capabilities
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

10. What topics are covered in Service Strategy?
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)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Utility 2) Warranty

11. What are Change Management Activities?
The result of an activity following a process or the delivery of a service.
1) Core Publications 2) Complimentary Guidance
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

12. What is the purpose of Service Operation?
- 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
- Vendor neutral - Non prescriptive - Best practice
Configuration Management System
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

13. What are Retired Services?
Services that are no longer available.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Quality Service 2) Cost-effective Services
By enhancing the performance of tasks and reducing the effect of constraints.

14. How do services facilitate outcomes?
The process to ensure that the level of availability in services needs agrees with the required needs
Is a notification that a threshold has been reached - something has changed - or a failure has occured
By enhancing the performance of tasks and reducing the effect of constraints.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

15. What is a problem?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.
The underlying cause of one or more failures
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)

16. What is Data?
- 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
Configuration Item
A set of discrete facts
Share perspectives - ideas - experience & info to enable informed decisions

17. What are the Capacity Sun- Processes?
To control lifecycle of all changes to be made with minimal disruption to services
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) 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)
Data - Information - Knowledge - Wisdom

18. Why is ITIL successful?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- Vendor neutral - Non prescriptive - Best practice
A set of responsibilities defined in a process and assigned to a person or team.

19. What is the purpose of the Knowledge Management process?
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
Share perspectives - ideas - experience & info to enable informed decisions
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
A customer requirement for an aspect of an IT service

20. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

21. What is the purpose of the IT Service Continuity Management (ITSCM) process?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Release & Deployment - Transition Planning & Support
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.

22. CMDB
Configuration Management Database
The result of an activity following a process or the delivery of a service.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

23. CSF
Critical Success Factor
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc

24. What is Value?

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25. SPOC
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Single Point Of Contact
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.

26. RACI
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Responsible - Accountable - Consult - Inform
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.)
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)

27. What is ITIL?
Internal Service Provider - Shared Service Unit - External Service Provider
A set of best practice publications for IT service management
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
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.

28. What is the scope of the Service Asset & Config Management (SACM) process?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
ensuer goals of service design stage are met with single point of coordination within this stage
Includes management of the component lifecycle of every CI (config item)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

29. DML
Tp provide the right for users to be able to use a service or group of services
Definitive Media Library
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

30. Detail the Process Owner's responsibilities
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To provide a balanced view of overall service
Assets such as server licenses and software licenses.
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

31. What are the Change Types?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Business Continuity Plan
- 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

32. What is the Process Manager's responsibility?
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
To be accountable for the operational management of the process.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

33. What is the content of a Business Case?
The process that supports the Business Continuity Management process by managing risks that could affect services.
- 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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
1) Customer Perception 2) Customer Preference 3) Business Outcomes

34. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
Provide overall planning for service transition and coordinate resources required for it
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Known Error Database

35. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
By enhancing the performance of tasks and reducing the effect of constraints.
Includes management of the component lifecycle of every CI (config item)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

36. What two processes is Problem Management made up of?
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)
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.
Is a notification that a threshold has been reached - something has changed - or a failure has occured

37. What are the seven steps to improvement?
Ownership regardless of escalation remains with the service desk
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Define steps required to restore business process following disruption

38. What is the purpose of Request Fulfillment?

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39. KPI
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.
To plan - schedule & control the build - test & deployment of releases
Key Performance Indicator
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

40. CSI
Value of Investment
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Continual Service Improvement
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

41. What are the objectives of the Release & Deployment Management process?
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 -
Key Performance Indicator
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

42. What is the purpose of the supplier management process?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
1) Core Publications 2) Complimentary Guidance
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

43. What is stored in the Service Knowledge Management System (SKMS)??

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44. What is the relationship between Incidents and Problems?
It comes from providing context to data - Who? - What? - When? - Where?
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.
Incidents never become problems. They co-exist
Lifecycle wide process and relevant to all lifecycles

45. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.

46. ITSM
Key Performance Indicator
IT Service Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Business Impact Analysis

47. What processes interfaces with Problem Management?
Critical Success Factor
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
The result of an activity following a process or the delivery of a service.

48. What is the Known Error Database (KEDB)?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The process that obtains value for money from suppliers.

49. ROI
Underpinning Contract
- Manage access - Respond to requests for granting access - Oversee access
It comes from providing context to data - Who? - What? - When? - Where?
Return on Investment

50. Detail the Service Owner's repsonsibility.
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
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.
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
Data - Information - Knowledge - Wisdom