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 Configuration Management System (CMS)?

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2. What is risk?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Definitive Media Library
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Continual Service Improvement

3. What is a Change Proposal?
To plan - schedule & control the build - test & deployment of releases
To quantify the impact to the business that loss of service would have
A formal proposal for major changes that involve high cost - risk or org. impact.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

4. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The process that supports the Business Continuity Management process by managing risks that could affect services.
Any event which disrupts - or which could disrupt - a service

5. What topics are covered in Service Strategy?
The basis for value creation including both resources and capabilities
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Speeds up resolution - Concern of data quality
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

6. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
Pattern of Business Activity
A group of people and the tools they use to perform one or more processes or activities.
1) Core Publications 2) Complimentary Guidance

7. Describe the IT Service Continuity Management process.
It can identify weaknesses or areas of improvements.
Strategic - Tactical - Operational - Commodity
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The process that supports the Business Continuity Management process by managing risks that could affect services.

8. What is a Function?
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
A group of people - tools and resources used to carry out a process activity.
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.
A group of people and the tools they use to perform one or more processes or activities.

9. When do you conduct a major problem review?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
It defines performance and the alignment of IT services with the business.
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
After closure and it is linked to major incident review

10. What is the purpose of the Design Coordination process?
Inputs - Outputs - Activities - Measurements - Roles
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
ensuer goals of service design stage are met with single point of coordination within this stage
Agreement between an IT service provider and another part of same organization that assists with service provision

11. What is a Service Catalogue?
The basis for value creation including both resources and capabilities
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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.
Supplier and Contract Management Information System

12. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
IT Service Management
Configuration Management Database
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

13. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
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
Up to each org to decide which service requests it will handle
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

14. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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)

15. What does a process do?
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 -
It takes inputs and turn them into outputs.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

16. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
The process that obtains value for money from suppliers.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The level to which the service meets a customer's expectation.

17. ITIL
Information Technology Infrastructure Library
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

18. What is Knowledge?
A set of responsibilities defined in a process and assigned to a person or team.
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.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

19. What is the scope of change?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
The process that obtains value for money from suppliers.

20. What two processes is Problem Management made up of?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Set of responsibilities - activities and authorities granted to a person or a team.
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)
1) Preferences 2) Past experiences 3) Communications

21. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A service provider which functions within the business units they server.
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

22. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A group of people - tools and resources used to carry out a process activity.
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

23. What is the scope of the Knowledge Management process?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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
Lifecycle wide process and relevant to all lifecycles
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

24. What is the Service Level Agreement?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.
To quantify the impact to the business that loss of service would have
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

25. What are the two types of customers?
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
A group of people and the tools they use to perform one or more processes or activities.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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!

26. 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.)
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

27. What are the Incident Management activities??
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 -
A customer requirement for an aspect of an IT service
- 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 structured set of activities designed to accomplish a specific objective.

28. SLM
Up to each org to decide which service requests it will handle
Service Level 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 -
The underlying cause of one or more failures

29. What activities support Continual Service Improvement?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A formal proposal for a change
Lifecycle wide process and relevant to all lifecycles
The ability to detect events - make sense of them and determine right control action

30. CI
Configuration Item
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Set of responsibilities - activities and authorities granted to a person or a team.
To be accountable for the operational management of the process.

31. Describe the Information Security Management process.
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
- Release & Deployment - Transition Planning & Support
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.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

32. What is Business Value?
Incidents never become problems. They co-exist
- New service - Major change to service - Removal of service - Changes to the SDP itself
Services that provide customer with wanted business outcomes.
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

33. Define Patterns of Business Activity (PBA)?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A customer requirement for an aspect of an IT service
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Is a request from a user for info - advice - standard change - or access to an IT service

34. Name the characteristics of value
Services that provide customer with wanted business outcomes.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

35. What is a Process?
A set of activities to accomplish an objective.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A structured set of activities designed to accomplish a specific objective.
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!

36. What are the objectives of the Capacity Management process?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

37. What is the Service Design Package?
Known Error Database
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Business Continuity Plan
Vital Business Function

38. What does process definitions describe??
intangible asset
Align new/changed services with business requirements - Maximize value to the business operations
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Inputs - Outputs - Activities - Measurements - Roles

39. What is the scope of the Transition Planning & Support process?
To quantify the impact to the business that loss of service would have
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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
Supplier and Contract Management Information System

40. What are some Service Level Management Activities?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Fit for purpose-the functionality of a product or service to meet a particular need.

41. Detail the Process Owner's responsibilities
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Request for Change

42. What is the business value of the service desk?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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.
Any event which disrupts - or which could disrupt - a service
The process to ensure that the level of availability in services needs agrees with the required needs

43. What is the scope of Problem Management?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Governs the org's approach to Information Security Management
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

44. CAB
Change Advisory Board
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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

45. What are the the 4 P's in Service Design?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Speeds up resolution - Concern of data quality
Problem that has a documented root cause and workaround

46. How is risk measured?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A set of discrete facts

47. What interfacing processes are associated with Incident Management??
- 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
Service Level Agreement
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

48. What drives service design?
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
Functional requirements - SLAs - benefits and design constraints

49. What is the scope of the Service Level Management process?
- Release & Deployment - Transition Planning & Support
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

50. What is governance and what does it do?

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