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 a Change Proposal?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
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
A formal proposal for major changes that involve high cost - risk or org. impact.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

2. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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!
Define steps required to restore business process following disruption

3. What actvities does Business Relationship Management Activities refer to?
Makes use of knowledge to create value through well-informed decisions
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Supplier and Contract Management Information System
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

4. What are the two types of Service Catalogues?
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
Functional requirements - SLAs - benefits and design constraints
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

5. What is the Snapshot?
- 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
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 phase that turns service strategy into a plan for delivering the business outcomes.
Value of Investment

6. 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.)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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...
The services themselves - Service management processes - Technology (management of infrastructure) - People

7. CAM
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Change Advisory Board
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

8. What are the seven steps to improvement?
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.
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
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
- Release & Deployment - Transition Planning & Support

9. Define Patterns of Business Activity (PBA)?
Business Continuity Management
A set of discrete facts
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

10. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The system used to collect and manage Config Items (CI's)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Governs the org's approach to Information Security Management

11. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
The level to which the service meets a customer's expectation.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Core Publications 2) Complimentary Guidance

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

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13. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
After closure and it is linked to major incident review
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

14. What are KPI's?
Agreement between an IT service provider and another part of same organization that assists with service provision
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
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
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)

15. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- Budgeting - Accounting - Charging (Billing)

16. What drives service design?
Addition - modification - removal of anything that could have an effect on IT services
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Functional requirements - SLAs - benefits and design constraints
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

17. ITSM
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
IT Service Management
Governs the org's approach to Information Security Management
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

18. CI
Executing the policies in information security management
- Vendor neutral - Non prescriptive - Best practice
Configuration Item
Pattern of Business Activity (PBA)

19. What is a Process?
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A structured set of activities designed to accomplish a specific objective.
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

20. What is a Service Pipeline?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
All services under development - growth and Outlook.

21. OLA
Tp provide the right for users to be able to use a service or group of services
Operation Level Agreement
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

22. What is the objective of Service Strategy
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
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To plan - schedule & control the build - test & deployment of releases

23. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
It can improve utility and warranty of services incresing value.
Is responsible for managing applications through their lifecycle

24. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
- 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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

25. What should an incident model include??
Request for Change
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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

26. Shared Services Unit
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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.
Service Asset and Configuration Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

27. Name the characteristics of value
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- Budgeting - Accounting - Charging (Billing)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Business Service Catalogue 2. Technical Service Catalogue.

28. ICT
Service Knowledge Management System
The process that supports the Business Continuity Management process by managing risks that could affect services.
Speeds up resolution - Concern of data quality
Information Communication Technology

29. What cycles are associated with budgeting - accounting - charging?
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.
A customer requirement for an aspect of an IT service
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Set of responsibilities - activities and authorities granted to a person or a team.

30. What are the objectives of Continual Service Improvement??
- Manage access - Respond to requests for granting access - Oversee access
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
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
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

31. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
A formal proposal for major changes that involve high cost - risk or org. impact.
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
Information Communication Technology

32. SKMS
Pattern of Business Activity (PBA)
Service Knowledge Management System
Carry out one or more process activities
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

33. What are two levels of availability?
This is where the customer sees the actual value of the services
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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
Operation Level Agreement

34. What are the objectives of the Change Management Process?

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35. A workload profile is also referred to as?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
The process to ensure that the level of availability in services needs agrees with the required needs
Pattern of Business Activity (PBA)
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

36. What is a workaround?
Lifecycle wide process and relevant to all lifecycles
- Change Management - Service Asset & Config Management - Knowledge Management
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Is responsible for managing applications through their lifecycle

37. How do services facilitate outcomes?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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!
By enhancing the performance of tasks and reducing the effect of constraints.

38. What is the purpose of Service Strategy?

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39. What is the UC?
1. Business Service Catalogue 2. Technical Service Catalogue.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
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 -

40. ITIL
A formal proposal for major changes that involve high cost - risk or org. impact.
Information Technology Infrastructure Library
It defines performance and the alignment of IT services with the business.
Tangible assets

41. What are the three types of Service Providers??
The basis for value creation including both resources and capabilities
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A group of people and the tools they use to perform one or more processes or activities.
Internal Service Provider - Shared Service Unit - External Service Provider

42. What is a problem?
Service Knowledge Management System
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
The underlying cause of one or more failures
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

43. What is the Organization Level Agreement?
A set of discrete facts
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.
Agreement between an IT service provider and another part of same organization that assists with service provision

44. What is Vital Business Functions?
- Manage access - Respond to requests for granting access - Oversee access
A function that reflects the part of business process that is critical to success of business
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

45. What processes does the Change Management process interface with?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A group of people and the tools they use to perform one or more processes or activities.
Information Technology Infrastructure Library

46. What is Warranty?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Pattern of Business Activity (PBA)

47. VBF
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Vital Business Function
- 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
- 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

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

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49. SACM
Service Asset and Configuration Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Services that provide customer with wanted business outcomes.
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.

50. Describe the Supplier Management process.
Responsible - Accountable - Consult - Inform
The process that obtains value for money from suppliers.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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