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 are CSF's?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

2. What is risk?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
It can improve utility and warranty of services incresing value.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

3. What is a Service?
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A customer requirement for an aspect of an IT service

4. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)

5. RACI
By enhancing the performance of tasks and reducing the effect of constraints.
Responsible - Accountable - Consult - Inform
Single Point Of Contact
Assets such as server licenses and software licenses.

6. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.
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
Known Error Database

7. What interfacing processes are associated with Incident Management??
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

8. What is the purpose of Continual Service Improvement?
The system used to collect and manage Config Items (CI's)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- New service - Major change to service - Removal of service - Changes to the SDP itself

9. What is an IT Service?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Service Level Agreement
A service provided by an IT service provider made up of a combination of IT - people and processes.
- Capability constraints - Resource constraints - Utility constraints - And more...

10. What are the two types of customers?
The phase that turns service strategy into a plan for delivering the business outcomes.
Makes use of knowledge to create value through well-informed decisions
Service Level Management
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

11. KEDB
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Align new/changed services with business requirements - Maximize value to the business operations
intangible asset
Known Error Database

12. What are the activities associated with Problem Management?
By enhancing the performance of tasks and reducing the effect of constraints.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A role is defined in a process or function.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

13. What types of metrics are there and what are they??

14. What is the scope of the Service Level Management process?
Tp provide the right for users to be able to use a service or group of services
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Business Continuity Plan
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

15. What are the objectives of the Capacity Management process?
After closure and it is linked to major incident review
The result of an activity following a process or the delivery of a service.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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

16. What are the technical management groups?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Service Asset and Configuration 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

17. What is the objective of Service Strategy
To plan - schedule & control the build - test & deployment of releases
Service Level Agreement
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

18. What is the business value of the service desk?
Ownership regardless of escalation remains with the service desk
Lifecycle wide process and relevant to all lifecycles
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

19. What does a Release Policy include?
To provide a balanced view of overall service
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The services themselves - Service management processes - Technology (management of infrastructure) - People
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

20. What is the role of technical management?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Service Level Agreement
- 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

21. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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 process in which capacity of services and infrastructure meets agreed capacity and performance requirements
1) Customer Perception 2) Customer Preference 3) Business Outcomes

22. What is Warranty?
- 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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

23. What are the Change Types?
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente

24. It's part of the SKMS (service knowledge management system)
The phase that turns service strategy into a plan for delivering the business outcomes.
Access - Identity - Rights - Service or Service Groups - Directory Services
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Speeds up resolution - Concern of data quality

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

26. When do you conduct a major problem review?
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
After closure and it is linked to major incident review
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

27. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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.

28. ICT
Used to store and manage knowledge - info and data.
Information Communication Technology
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
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.

29. Where is a role defined?
Key Performance Indicator
Operation Level Agreement
A role is defined in a process or function.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

30. What are the 4 P's in Service Design used for?
Supplier and Contract Management Information System
Service Level Management
Service Level Agreement
To provide a balanced view of overall service

31. What are the components of the ITIL framework?
Incidents never become problems. They co-exist
A set of activities to accomplish an objective.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
1) Core Publications 2) Complimentary Guidance

32. How do you escalate an incident?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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
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)

33. What are the three types of services?
Is responsible for managing applications through their lifecycle
A set of responsibilities defined in a process and assigned to a person or team.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

34. What are the objectives of Event Management?
Tp provide the right for users to be able to use a service or group of services
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
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
Service Level Management

35. A capability is an _________________
A set of discrete facts
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Total Cost of Ownership
intangible asset

36. What is a Service Request?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Is a request from a user for info - advice - standard change - or access to an IT service
Tp provide the right for users to be able to use a service or group of services

37. What cycles are associated with budgeting - accounting - charging?
- Capability constraints - Resource constraints - Utility constraints - And more...
Is a request from a user for info - advice - standard change - or access to an IT service
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Carry out one or more process activities

38. Describe the Capacity Management process.
It defines performance and the alignment of IT services with the business.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A set of best practice publications for IT service management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

39. CMDB
- 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
Configuration Management Database
Define steps required to restore business process following disruption
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

40. RFC
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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
Request for Change
Tangible assets

41. What are the components of value?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

42. What is the Service Knowledge Management System (SKMS)?
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
To provide best practice guidance to all types of organizations.
Business Continuity Management
Used to store and manage knowledge - info and data.

43. What is the CSI approach?

44. What is the purpose of Problem Management?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Up to each org to decide which service requests it will handle

45. How is the Service Design Package used?
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
- 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 is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The ability to detect events - make sense of them and determine right control action

46. What are the two primary elements of value?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To be accountable for the operational management of the process.
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
1) Utility 2) Warranty

47. What is the business value of Service Transition?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To quantify the impact to the business that loss of service would have
Align new/changed services with business requirements - Maximize value to the business operations
The services themselves - Service management processes - Technology (management of infrastructure) - People

48. What are Change Management Activities?
- 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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

49. CAB
Change Advisory Board
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Business Impact Analysis

50. Volume/Phase 3: Service Transition - What is it?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1. Business Service Catalogue 2. Technical Service Catalogue.