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 purpose of Request Fulfillment?

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2. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
Incidents never become problems. They co-exist

3. TCO
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Total Cost of Ownership
The process that obtains value for money from suppliers.
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

4. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A function that reflects the part of business process that is critical to success of business
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

5. What processes interfaces with Problem Management?
Problem that has a documented root cause and workaround
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Includes the processes - systems & functions to package - build - test and deploy a release in live use

6. What is Remediation Planning?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Action taken to recover after a failed change or release.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

7. Where is a role defined?
The process in which goals and objectives of service design stage are met
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Change Management - Service Asset & Config Management - Knowledge Management
A role is defined in a process or function.

8. ITSM
Everyone except for Type III service providers (third parties)
IT Service Management
Fit for purpose-the functionality of a product or service to meet a particular need.
Addition - modification - removal of anything that could have an effect on IT services

9. What are the options of organizational structures of a service desk?
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
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.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Preferences 2) Past experiences 3) Communications

10. What is a Service Portfolio?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A set of discrete facts
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.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

11. What is Warranty?
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.
Service Level Management
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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

12. It's part of the SKMS (service knowledge management system)
It covers: - design - implementation - measurement -management -improvement of service and component availability
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Total Cost of Ownership
Speeds up resolution - Concern of data quality

13. What is an Alert?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Information Communication Technology
Tp provide the right for users to be able to use a service or group of services
Is a notification that a threshold has been reached - something has changed - or a failure has occured

14. What are the objectives of the Knowledge Management process??
To provide and maintain a single source of info on all operational and ready to be introduced services
Value of Investment
By enhancing the performance of tasks and reducing the effect of constraints.
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

15. What are the Service Operation Functions??
Services that provide customer with wanted business outcomes.
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
Single Point Of Contact
Service Desk - Technical management - IT Operation Management - Application Management

16. UC
Underpinning Contract
Vital Business Function
Tangible assets
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

17. BCP
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Business Continuity Plan
Configuration Item
Internal Service Provider - Shared Service Unit - External Service Provider

18. BIA
Ensure assets required to deliver service are controlled and info is available for them
Business Impact Analysis
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
1. Business Service Catalogue 2. Technical Service Catalogue.

19. What is the UC?
Fit for purpose-the functionality of a product or service to meet a particular need.
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.
Used to store and manage knowledge - info and data.

20. What are the ITSCM process activities??
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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 control lifecycle of all changes to be made with minimal disruption to services
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

21. What are the objectives of Service Transition?
It can improve utility and warranty of services incresing value.
The underlying cause of one or more failures
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
Services that provide customer with wanted business outcomes.

22. What is the purpose of Problem Management?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Access - Identity - Rights - Service or Service Groups - Directory Services
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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

23. RACI
Responsible - Accountable - Consult - Inform
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
Makes use of knowledge to create value through well-informed decisions

24. IT Ops and Application Management are involved in _____________________
Similar to incident model - For problems that have an expensive solution
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Application support
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

25. What is the Organization Level Agreement?
Business Impact Analysis
To provide a single source of information on all operational and ready for production services.
Executing the policies in information security management
Agreement between an IT service provider and another part of same organization that assists with service provision

26. What is the business value of Service Operation?
It comes from providing context to data - Who? - What? - When? - Where?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
This is where the customer sees the actual value of the services
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

27. SPOC
Single Point Of Contact
To provide a single source of information on all operational and ready for production services.
To be accountable for the operational management of the process.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

28. What are four Service Level Agreement Frameworks??
A service provider which functions within the business units they server.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Carry out one or more process activities
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

29. What is the purpose of the Information Security Management (ISM) process?

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30. What is the configuration baseline?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.
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

31. What is the Known Error Database (KEDB)?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The level to which the service meets a customer's expectation.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

32. What are the supplier categories??
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The ability to detect events - make sense of them and determine right control action
Everyone except for Type III service providers (third parties)
Strategic - Tactical - Operational - Commodity

33. What are the objectives of the seven steps to improvement?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Continual Service 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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

34. What processes does the Change Management process interface with?
intangible asset
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To control lifecycle of all changes to be made with minimal disruption to services
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

35. What is the Business Value of Service Strategy?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Speeds up resolution - Concern of data quality
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.
It defines performance and the alignment of IT services with the business.

36. What is the purpose of Service Catalogue Management?
To provide a balanced view of overall service
Carry out one or more process activities
To provide a single source of information on all operational and ready for production services.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

37. What is a Service?
- Capability constraints - Resource constraints - Utility constraints - And more...
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Incidents never become problems. They co-exist
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.

38. RFC
Request for Change
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Configuration Item
By enhancing the performance of tasks and reducing the effect of constraints.

39. What characteristics does a process have?
Fit for purpose-the functionality of a product or service to meet a particular need.
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

40. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- 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 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.

41. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Executing the policies in information security management
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

42. What is a Process Owner's responsibility?
IT Service Management
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

43. What is the content of a Business Case?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Agreement between an IT service provider and another part of same organization that assists with service provision
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The process to ensure that the level of availability in services needs agrees with the required needs

44. What is a known error?
Business Continuity Plan
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Problem that has a documented root cause and workaround
1) Customer Perception 2) Customer Preference 3) Business Outcomes

45. What are the objectives of Request Fulfillment?
Functional requirements - SLAs - benefits and design constraints
- 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
Services that provide customer with wanted business outcomes.
- 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

46. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Service Level Agreement
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.
Internal Service Provider - Shared Service Unit - External Service Provider

47. What is the RACI matrix?
Pattern of Business Activity
A group of people - tools and resources used to carry out a process activity.
ensuer goals of service design stage are met with single point of coordination within this stage
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

48. What cycles are associated with budgeting - accounting - charging?
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A customer requirement for an aspect of an IT service
Incidents never become problems. They co-exist

49. What is IT Service Management?
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
The implementation and management of IT services that meet the needs of the business.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

50. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Services that are no longer available.
- 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
It defines performance and the alignment of IT services with the business.