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 the scope of the Service Design phase?
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

2. What are the components of value?
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) Customer Perception 2) Customer Preference 3) Business Outcomes
The services themselves - Service management processes - Technology (management of infrastructure) - People
Lifecycle wide process and relevant to all lifecycles

3. How is risk measured?
Makes use of knowledge to create value through well-informed decisions
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.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Return on Investment

4. Internal Service Provider
- Vendor neutral - Non prescriptive - Best practice
Strategic - Tactical - Operational - Commodity
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 within the business units they server.

5. Detail the Process Owner's responsibilities
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
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 takes inputs and turn them into outputs.
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)

6. What are the components of IT Operations Management?
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Accountable for the delivery of a specific service.
- Capability constraints - Resource constraints - Utility constraints - And more...

7. BCP
- 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
Business Continuity Plan
intangible asset
The basis for value creation including both resources and capabilities

8. What is the purpose of Continual Service Improvement?
Information Communication Technology
The ability to detect events - make sense of them and determine right control action
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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

9. What are the objectives of the Knowledge Management process??
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

10. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Share perspectives - ideas - experience & info to enable informed decisions

11. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

12. What is Change?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Vital Business Function
- Budgeting - Accounting - Charging (Billing)
Addition - modification - removal of anything that could have an effect on IT services

13. What is the Deming Cycle?
The level to which the service meets a customer's expectation.
Services that are no longer available.
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.
A customer requirement for an aspect of an IT service

14. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A role is defined in a process or function.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Problem that has a documented root cause and workaround

15. What processes interfaces with Problem Management?
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
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
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

16. What is a Role?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A formal proposal for a change
A set of responsibilities defined in a process and assigned to a person or team.

17. What is the role of Application Management?
- 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
Internal Service Provider - Shared Service Unit - External Service Provider
It can improve utility and warranty of services incresing value.
Service Desk - Technical management - IT Operation Management - Application Management

18. What is an incident?
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
Set of responsibilities - activities and authorities granted to a person or a team.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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

19. What is an Event?
1) Utility 2) Warranty
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

20. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
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
To provide best practice guidance to all types of organizations.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

21. What is Wisdom?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
Makes use of knowledge to create value through well-informed decisions
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.

22. CMS
Configuration Management System
Makes use of knowledge to create value through well-informed decisions
A set of activities to accomplish an objective.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

23. What is the Capacity Plan?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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.
Is responsible for managing applications through their lifecycle
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

24. What is the business value of Service Operation?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
This is where the customer sees the actual value of the services
Functional requirements - SLAs - benefits and design constraints
A role is defined in a process or function.

25. What are the Service Strategy processes and functions?
Continual Service Improvement
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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.
Vital Business Function

26. What is an Outcome?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The result of an activity following a process or the delivery of a service.
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
- 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

27. What are the phases of Release & Deployment?
Lifecycle wide process and relevant to all lifecycles
The process in which goals and objectives of service design stage are met
A customer requirement for an aspect of an IT service
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

28. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
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
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.
Service Level Management

29. SCMIS
Supplier and Contract Management Information System
All services under development - growth and Outlook.
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
Everyone except for Type III service providers (third parties)

30. What are the Change Types?
Services that provide customer with wanted business outcomes.
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
1) 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
Business Continuity Plan

31. RFC
Makes use of knowledge to create value through well-informed decisions
Total Cost of Ownership
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Request for Change

32. What are Retired Services?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The phase that turns service strategy into a plan for delivering the business outcomes.
Services that are no longer available.

33. What is the Service Level Agreement?
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
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
Governs the org's approach to Information Security Management
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

34. DML
Definitive Media Library
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Operation Level Agreement

35. VBF
Set of responsibilities - activities and authorities granted to a person or a team.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Vital Business Function

36. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Budgeting - Accounting - Charging (Billing)
A set of activities to accomplish an objective.

37. How can the impact of risk be measured?
To provide best practice guidance to all types of organizations.
Qualitative and Quantitative
Total Cost of Ownership
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

38. What is a Config Item (CI)?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Business Continuity Management
A service asset that needs to be managed to deliver a service
A set of activities to accomplish an objective.

39. What is Information?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Underpinning Contract
It comes from providing context to data - Who? - What? - When? - Where?
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...

40. What are the objectives of Service Operation?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Service Knowledge Management System
Keep it simple - Use multi-level categorization - Use categorization for reporting
- 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

41. What is Service Assets?
Governs the org's approach to Information Security Management
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.
Configuration Management Database
The basis for value creation including both resources and capabilities

42. What are the objectives of Problem Management?
It defines performance and the alignment of IT services with the business.
Total Cost of Ownership
A set of responsibilities defined in a process and assigned to a person or team.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

43. What are the objectives of the seven steps to improvement?
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
A set of responsibilities defined in a process and assigned to a person or team.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

44. What are two kinds of IT Services?
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.)
Assets such as server licenses and software licenses.
Is responsible for managing applications through their lifecycle
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...

45. What is Warranty?
The implementation and management of IT services that meet the needs of the business.
It's he process responsible for managing the lifecycle of all service requests from users
Service Knowledge Management System
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

46. TCO
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Total Cost of Ownership
IT Service Management
A formal proposal for major changes that involve high cost - risk or org. impact.

47. What is the purpose of Business Relationship Management??
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
It covers: - design - implementation - measurement -management -improvement of service and component availability

48. What are the objectives of Access Management?
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 -
- Manage access - Respond to requests for granting access - Oversee access
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

49. Technical and Application Management are involved in ___________________

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50. What are three types of events?

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