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 does a Service Strategy define??
A set of responsibilities defined in a process and assigned to a person or team.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
It takes inputs and turn them into outputs.

2. What is IT Service Management?
Accountable for the delivery of a specific service.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Service Desk - Technical management - IT Operation Management - Application Management
The implementation and management of IT services that meet the needs of the business.

3. What is an Outcome?
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)
Return on Investment
The result of an activity following a process or the delivery of a service.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

4. What is an Alert?
Request for Change
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
intangible asset
Is a notification that a threshold has been reached - something has changed - or a failure has occured

5. What is the Capacity Plan?
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 set of best practice publications for IT service management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

6. Describe the Supplier Management process.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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 process that obtains value for money from suppliers.

7. What is the purpose of the Service Asset & Config Management (SACM) process?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Ensure assets required to deliver service are controlled and info is available for them
- Change Management - Service Asset & Config Management - Knowledge Management
1) Core Publications 2) Complimentary Guidance

8. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Qualitative and Quantitative
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Preferences 2) Past experiences 3) Communications
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.

9. What is the purpose of Service Operation?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The process that supports the Business Continuity Management process by managing risks that could affect services.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

10. What is a known error?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Data - Information - Knowledge - Wisdom
Problem that has a documented root cause and workaround
- 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

11. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

12. What are the components of the ITIL framework?
Used to store and manage knowledge - info and data.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Core Publications 2) Complimentary Guidance
Business Impact Analysis

13. What is Information?
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Access - Identity - Rights - Service or Service Groups - Directory Services
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 comes from providing context to data - Who? - What? - When? - Where?

14. OLA
Operation Level Agreement
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
Agreement between an IT service provider and another part of same organization that assists with service provision
Similar to incident model - For problems that have an expensive solution

15. What is the scope of Access Management?
To quantify the impact to the business that loss of service would have
Executing the policies in information security management
Provide overall planning for service transition and coordinate resources required for it
Service Level Management

16. What is a problem?
The underlying cause of one or more failures
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
All services under development - growth and Outlook.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

17. What is a Service Portfolio?
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.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Data - Information - Knowledge - Wisdom
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.

18. What is the scope of the Knowledge Management process?
Service Knowledge Management System
Lifecycle wide process and relevant to all lifecycles
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...
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

19. What is a Capability?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To control lifecycle of all changes to be made with minimal disruption to services
Service Asset and Configuration Management

20. What is the role of Application 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
Accountable for the delivery of a specific 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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

21. What are two kinds of IT Services?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage 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.)
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.
Service Asset and Configuration Management

22. Why is ITIL successful?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
- Capability constraints - Resource constraints - Utility constraints - And more...
Key Performance Indicator
- Vendor neutral - Non prescriptive - Best practice

23. What is the scope of the seven steps to improvement?
Fit for purpose-the functionality of a product or service to meet a particular need.
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
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 -
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

24. What are three types of events?

25. What processes are related to of Service Operation??
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Tangible assets
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

26. What are the 4 P's in Service Design used for?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To provide a balanced view of overall service
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

27. DIKW
A service provider which functions within the business units they server.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Data - Information - Knowledge - Wisdom
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

28. UC
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
Underpinning Contract
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

29. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Keep it simple - Use multi-level categorization - Use categorization for reporting
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

30. What is the definition of Service Improvement Plan?
Responsible - Accountable - Consult - Inform
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

31. What should an incident model include??
Addition - modification - removal of anything that could have an effect on IT services
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
A customer requirement for an aspect of an IT service

32. What communication is part of Service Operation?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A set of activities to accomplish an objective.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

33. What is a Process?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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.
A structured set of activities designed to accomplish a specific objective.
Lifecycle wide process and relevant to all lifecycles

34. ICT
Information Communication Technology
Responsible - Accountable - Consult - Inform
All services under development - growth and Outlook.
The level to which the service meets a customer's expectation.

35. What influences the expected service?
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)
It's he process responsible for managing the lifecycle of all service requests from users
1) Preferences 2) Past experiences 3) Communications
A function that reflects the part of business process that is critical to success of business

36. What are the layers of the Configuration Management System (CMS)?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Return on Investment

37. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Responsible - Accountable - Consult - Inform
To quantify the impact to the business that loss of service would have
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

38. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
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)
Is a request from a user for info - advice - standard change - or access to an IT service
Business Continuity Management

39. 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
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
Single Point Of Contact
A customer requirement for an aspect of an IT service

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

41. Who owns an incident?
Functional requirements - SLAs - benefits and design constraints
Ownership regardless of escalation remains with the service desk
Vital Business Function
The basis for value creation including both resources and capabilities

42. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Preferences 2) Past experiences 3) Communications
Change Advisory Board

43. What two processes is Problem Management made up of?
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.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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
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)

44. What is an incident?
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
- 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
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

45. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Vendor neutral - Non prescriptive - Best practice
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

46. What is the purpose of Service Transition?
It can identify weaknesses or areas of improvements.
Access - Identity - Rights - Service or Service Groups - Directory Services
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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

47. CAB
Change Advisory Board
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)
Pattern of Business Activity (PBA)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

48. Describe the Service Level Management process.
To provide a single source of information on all operational and ready for production services.
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

49. What is Request for Change (RFC)?
Inputs - Outputs - Activities - Measurements - Roles
A formal proposal for a change
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Underpinning Contract

50. What are KPI's?
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 -
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)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It's he process responsible for managing the lifecycle of all service requests from users