Test your basic knowledge |

ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is an Outcome?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
The result of an activity following a process or the delivery of a service.

2. When do you conduct a major problem review?
After closure and it is linked to major incident review
A service asset that needs to be managed to deliver a service
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
It comes from providing context to data - Who? - What? - When? - Where?

3. What is the business value of Service Operation?
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
This is where the customer sees the actual value of the services
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
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

4. What is the scope of Event Management?

5. KEDB
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Definitive Media Library
Known Error Database
Configuration Item

6. What communication is part of Service Operation?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A group of people and the tools they use to perform one or more processes or activities.

7. What is a Resource?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Up to each org to decide which service requests it will handle
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
It's he process responsible for managing the lifecycle of all service requests from users

8. What is the Definitive Media Library?

9. What processes does the Change Management process interface with?
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
To provide a single source of information on all operational and ready for production services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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

10. What are the objectives of the service desk??
Value of Investment
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Agreement between an IT service provider and another part of same organization that assists with service provision

11. What is the Deming Cycle?
Tp provide the right for users to be able to use a service or group of services
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
Internal Service Provider - Shared Service Unit - External Service Provider

12. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A set of discrete facts
Single Point Of Contact
Request for Change

13. 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.
The ability to detect events - make sense of them and determine right control action
Assets such as server licenses and software licenses.
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

14. RFC
Assets such as server licenses and software licenses.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Request for Change
All services under development - growth and Outlook.

15. What is the purpose of the Knowledge Management process?
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.
Share perspectives - ideas - experience & info to enable informed decisions
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

16. Volume/Phase 3: Service Transition - What is it?
Key Performance Indicator
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
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.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

17. What are the two primary elements of value?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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 -
1) Utility 2) Warranty
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

18. What are the layers of the Configuration Management System (CMS)?
Tangible assets
The process in which goals and objectives of service design stage are met
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
- New service - Major change to service - Removal of service - Changes to the SDP itself

19. What are the basic concepts of Access 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.
Access - Identity - Rights - Service or Service Groups - Directory Services
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)
Service Asset and Configuration Management

20. What are the 4 levels of service provision expectations?

21. What are KPI's?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
intangible asset
The result of an activity following a process or the delivery of a 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)

22. What is a Business Case?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Makes use of knowledge to create value through well-informed decisions
A set of best practice publications for IT service management

23. What are some Service Level Management Activities?
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.
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.
Emergency Change Advisory Board
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

24. What is Wisdom?
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.
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
Makes use of knowledge to create value through well-informed decisions
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

25. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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 help plan - implement and maintain stable technical infrastructure to support the org's business processes
Speeds up resolution - Concern of data quality

26. CMDB
A structured set of activities designed to accomplish a specific objective.
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.
Configuration Management Database
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

27. What are the components of value?
Services that provide customer with wanted business outcomes.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Value of Investment

28. What does the service desk do??
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 a notification that a threshold has been reached - something has changed - or a failure has occured
The basis for value creation including both resources and capabilities
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

29. What is the Configuration Management System (CMS)?

30. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
The result of an activity following a process or the delivery of a service.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Application support

31. What is a Service Catalogue?
Request for Change
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 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.
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.

32. What is the purpose of Service Strategy?

33. What is Utilitiy?

34. Facilities Management
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It covers: - design - implementation - measurement -management -improvement of service and component availability
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

35. What is a Role?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A set of responsibilities defined in a process and assigned to a person or team.
1) Utility 2) Warranty
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

36. What are examples of Config Items?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Keep it simple - Use multi-level categorization - Use categorization for reporting
Assets such as server licenses and software licenses.
Critical Success Factor

37. Where is a role defined?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Information Communication Technology
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A role is defined in a process or function.

38. 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
Governs the org's approach to Information Security Management
Accountable for the delivery of a specific service.
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.

39. What is the definition of Service Level Requirements?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A customer requirement for an aspect of an IT service
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
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

40. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- 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

41. 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
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!
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.

42. ITSM
IT Service Management
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)
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
It's he process responsible for managing the lifecycle of all service requests from users

43. What are the two views of the Service Catalogue?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Ensure assets required to deliver service are controlled and info is available for them
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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)

44. What is the purpose of Access Management?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Tp provide the right for users to be able to use a service or group of services
Service Asset and Configuration Management
The basis for value creation including both resources and capabilities

45. SPOC
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
To provide best practice guidance to all types of organizations.
Pattern of Business Activity
Single Point Of Contact

46. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- 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
A service provided by an IT service provider made up of a combination of IT - people and processes.
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

47. What is a Service Pipeline?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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
All services under development - growth and Outlook.
Ownership regardless of escalation remains with the service desk

48. What is the scope of the Service Design phase?
Provide overall planning for service transition and coordinate resources required for it
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
Set of responsibilities - activities and authorities granted to a person or a team.
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.

49. CMS
Configuration Management System
It defines performance and the alignment of IT services with the business.
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 -
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

50. Detail the Process Manager's responsibilities
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
Configuration Item
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.
Business Continuity Plan