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 stored in the Service Knowledge Management System (SKMS)??

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2. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Business Impact Analysis
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

3. What are the Incident Management activities??
Strategic - Tactical - Operational - Commodity
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 -
Information Technology Infrastructure Library
Fit for purpose-the functionality of a product or service to meet a particular need.

4. What are the Service Operation Functions??
Service Level Agreement
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Service Desk - Technical management - IT Operation Management - Application Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

5. 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
Single Point Of Contact
- Manage access - Respond to requests for granting access - Oversee access
A service provider which functions within the business units they server.

6. What characteristics does a process have?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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)
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

7. How do you escalate an incident?
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.
Business Continuity Management
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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)

8. What are the two views of the Service Catalogue?
Everyone except for Type III service providers (third parties)
Information Communication Technology
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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)

9. What is the scope of Continual Service Improvement??
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
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.)
Service Knowledge Management System
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

10. What is the purpose of Service Operation?
Known Error Database
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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

11. CSI
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Continual Service Improvement
Service Knowledge Management System
Responsible - Accountable - Consult - Inform

12. Why do organizations use ITIL?
IT Service Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Services that are no longer available.
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.

13. What is a Problem Model??
A function that reflects the part of business process that is critical to success of business
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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.
Similar to incident model - For problems that have an expensive solution

14. What are the three Service Design Agreements?

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15. What processes are related to of Service Operation??
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Incident management - Problem management - Event management - Request Fulfillment - 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.

16. What are the objectives of Availability Management process?
The implementation and management of IT services that meet the needs of the business.
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Align new/changed services with business requirements - Maximize value to the business operations

17. What is the role of Application Management?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- 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
Known Error Database
Similar to incident model - For problems that have an expensive solution

18. OLA
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
Lifecycle wide process and relevant to all lifecycles
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Operation Level Agreement

19. What is a problem?
The basis for value creation including both resources and capabilities
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.
The underlying cause of one or more failures
Makes use of knowledge to create value through well-informed decisions

20. PBA
Pattern of Business Activity
It comes from providing context to data - Who? - What? - When? - Where?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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.

21. What is Value?

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22. What are the two primary elements of value?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1) Utility 2) Warranty
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

23. SLM
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
The system used to collect and manage Config Items (CI's)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Service Level Management

24. What is the scope of the Service Design phase?
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
- Vendor neutral - Non prescriptive - Best practice
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
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

25. What is a Service Catalogue?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Provide overall planning for service transition and coordinate resources required for it
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.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

26. What is the purpose of the Release & Deployment Management process?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To plan - schedule & control the build - test & deployment of releases
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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.

27. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- 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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation

28. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
intangible asset
1) Preferences 2) Past experiences 3) Communications
To provide best practice guidance to all types of organizations.

29. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
A customer requirement for an aspect of an IT service
IT Service Management
Responsible - Accountable - Consult - Inform

30. What is the Snapshot?
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.
The ability to detect events - make sense of them and determine right control action

31. What are the basic concepts of Access Management?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Agreement between an IT service provider and another part of same organization that assists with service provision
Access - Identity - Rights - Service or Service Groups - Directory Services

32. Resources are _____
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Tangible assets
Configuration Item

33. What is the RACI matrix?
A group of people and the tools they use to perform one or more processes or activities.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

34. What does a process do?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Everyone except for Type III service providers (third parties)
It takes inputs and turn them into outputs.
It can identify weaknesses or areas of improvements.

35. What are the processes related to Service Design?
Similar to incident model - For problems that have an expensive solution
The result of an activity following a process or the delivery of a service.
A group of people and the tools they use to perform one or more processes or activities.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

36. What is the CSI register?
The implementation and management of IT services that meet the needs of the business.
- 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
Qualitative and Quantitative
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

37. What are the three types of Service Providers??
Keep it simple - Use multi-level categorization - Use categorization for reporting
Internal Service Provider - Shared Service Unit - External Service Provider
A service provider which functions within the business units they server.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

38. ICT
- Capability constraints - Resource constraints - Utility constraints - And more...
The basis for value creation including both resources and capabilities
A function that reflects the part of business process that is critical to success of business
Information Communication Technology

39. What is the configuration baseline?
- 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
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.
Information Communication Technology
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

40. What are the activities associated with Problem Management?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Change Advisory Board
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

41. SACM
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Service Asset and Configuration Management

42. What is Information?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Services that are no longer available.
It comes from providing context to data - Who? - What? - When? - Where?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

43. What are Retired Services?
Services that are no longer available.
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
Is responsible for managing applications through their lifecycle
1) Quality Service 2) Cost-effective Services

44. What are the objectives of the Release & Deployment Management process?
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
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 -
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Known Error Database

45. What is IT Service Management?
- 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 implementation and management of IT services that meet the needs of the business.
Qualitative and Quantitative
Is a request from a user for info - advice - standard change - or access to an IT service

46. What is the purpose of the supplier management process?
- Capability constraints - Resource constraints - Utility constraints - And more...
To provide and maintain a single source of info on all operational and ready to be introduced services
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

47. What should an incident model include??
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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.
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)

48. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Is responsible for managing applications through their lifecycle
The phase that turns service strategy into a plan for delivering the business outcomes.
Accountable for the delivery of a specific service.

49. Describe the Information Security Management process.
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.
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.

50. ITIL
- 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
A customer requirement for an aspect of an IT service
Information Technology Infrastructure Library
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.