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. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
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.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

2. What is Value?

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3. What are Retired Services?
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
Speeds up resolution - Concern of data quality
Action taken to recover after a failed change or release.
Services that are no longer available.

4. UC
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
Known Error Database
To plan - schedule & control the build - test & deployment of releases
Underpinning Contract

5. Technical and Application Management are involved in ___________________

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6. What does process definitions describe??
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Inputs - Outputs - Activities - Measurements - Roles
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
IT Service Management

7. CMS
Inputs - Outputs - Activities - Measurements - Roles
ensuer goals of service design stage are met with single point of coordination within this stage
Configuration Management System
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

8. What is the definition of Service Level Requirements?
Everyone except for Type III service providers (third parties)
A customer requirement for an aspect of an IT service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

9. What are the five aspects of Service Design?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Services that provide customer with wanted business outcomes.

10. What levels are baselines established at?

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11. What is the Deming Cycle?
Includes management of the component lifecycle of every CI (config item)
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.
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)
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

12. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
Service Asset and Configuration Management
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 service asset that needs to be managed to deliver a service

13. What is a workaround?
Used to store and manage knowledge - info and data.
1) Preferences 2) Past experiences 3) Communications
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.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

14. What is the Process Manager's responsibility?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Keep it simple - Use multi-level categorization - Use categorization for reporting
To be accountable for the operational management of the process.

15. What is an Outcome?
Tp provide the right for users to be able to use a service or group of services
Lifecycle wide process and relevant to all lifecycles
Operation Level Agreement
The result of an activity following a process or the delivery of a service.

16. What is the purpose of ITIL Core Publications?
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
To provide best practice guidance to all types of organizations.
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
Executing the policies in information security management

17. What is the scope of the Release & Deployment Management process?
Fit for purpose-the functionality of a product or service to meet a particular need.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

18. OLA
To plan - schedule & control the build - test & deployment of releases
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.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Operation Level Agreement

19. What are the layers of the Configuration Management System (CMS)?
Total Cost of Ownership
1) Utility 2) Warranty
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A structured set of activities designed to accomplish a specific objective.

20. What is the purpose of Service Transition?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Service Desk - Technical management - IT Operation Management - Application Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

21. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
Addition - modification - removal of anything that could have an effect on IT services
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.
Configuration Management System

22. VOI
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
Value of Investment
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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

23. What Service Transition processes primarily support the Service Transition phase?
Used to store and manage knowledge - info and data.
- Release & Deployment - Transition Planning & Support
Define steps required to restore business process following disruption
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

24. What is the purpose of Service Design??
Up to each org to decide which service requests it will handle
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The system used to collect and manage Config Items (CI's)
1) Customer Perception 2) Customer Preference 3) Business Outcomes

25. ECAB
The process in which goals and objectives of service design stage are met
Emergency Change Advisory Board
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.)
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

26. What is the scope of Request Fulfillment?
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.
Up to each org to decide which service requests it will handle
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
A role is defined in a process or function.

27. What communication is part of Service Operation?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Definitive Media Library
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

28. What is the purpose of Incident Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Ensure assets required to deliver service are controlled and info is available for them

29. What are the objectives of the seven steps to improvement?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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
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.

30. CI
Configuration Item
The process to ensure that the level of availability in services needs agrees with the required needs
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

31. What is Service Assets?
The basis for value creation including both resources and capabilities
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Business Impact Analysis
Definitive Media Library

32. What is Warranty?
Business Continuity Plan
Service Knowledge Management System
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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

33. What is Knowledge?
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

34. What is the Business Value of Service Design?
Critical Success Factor
Accountable for the delivery of a specific service.
1) Quality Service 2) Cost-effective Services
To provide and maintain a single source of info on all operational and ready to be introduced services

35. What are the objectives of Service Operation?
- 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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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.)

36. What is a Process Owner's responsibility?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Align new/changed services with business requirements - Maximize value to the business operations
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

37. What are the Service Transition processes??
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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)
After closure and it is linked to major incident review
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

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

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39. CAB
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Change Advisory Board
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Customer Perception 2) Customer Preference 3) Business Outcomes

40. What are the ISM concepts?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Problem that has a documented root cause and workaround
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

41. What are the 4 P's in Service Design used for?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
To provide a balanced view of overall service
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

42. What is the purpose of the Design Coordination process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Known Error Database
ensuer goals of service design stage are met with single point of coordination within this stage
Total Cost of Ownership

43. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A role is defined in a process or function.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

44. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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.

45. Shared Services Unit
IT Service Management
Pattern of Business Activity (PBA)
A customer requirement for an aspect of an IT service
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.

46. What are the phases of the ITIL Service Lifecycle?
Continual Service Improvement
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 comes from providing context to data - Who? - What? - When? - Where?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

47. What are the components of value?
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
- 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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- 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

48. What is the definition of a Service Review?
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.
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Application support

49. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.

50. KPI
Key Performance Indicator
Access - Identity - Rights - Service or Service Groups - Directory Services
A service provider which functions within the business units they server.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider