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 purpose of the Service Asset & Config Management (SACM) process?
Any event which disrupts - or which could disrupt - a service
Ensure assets required to deliver service are controlled and info is available for them
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

2. RACI
To provide a balanced view of overall service
Responsible - Accountable - Consult - Inform
Tangible assets
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

3. Describe the Supplier Management process.
Emergency Change Advisory Board
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
The process that obtains value for money from suppliers.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

4. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- 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
The process in which goals and objectives of service design stage are met
- Vendor neutral - Non prescriptive - Best practice

5. SPOC
Makes use of knowledge to create value through well-informed decisions
Single Point Of Contact
A structured set of activities designed to accomplish a specific 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

6. What is the purpose of the supplier management process?
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.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A service provided by an IT service provider made up of a combination of IT - people and processes.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

7. What drives service design?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Functional requirements - SLAs - benefits and design constraints
To quantify the impact to the business that loss of service would have
1) Customer Perception 2) Customer Preference 3) Business Outcomes

8. CSI
Tp provide the right for users to be able to use a service or group of services
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Continual Service Improvement
The services themselves - Service management processes - Technology (management of infrastructure) - People

9. What are examples of Config Items?
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 -
Assets such as server licenses and software licenses.
Services that provide customer with wanted business outcomes.
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.)

10. What is the configuration baseline?
Is a request from a user for info - advice - standard change - or access to an IT service
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.
Provide overall planning for service transition and coordinate resources required for it

11. What is Warranty?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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

12. DML
Definitive Media Library
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Keep it simple - Use multi-level categorization - Use categorization for reporting

13. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Agreement between an IT service provider and another part of same organization that assists with service provision

14. What is the business value of Service Operation?
To provide a balanced view of overall service
This is where the customer sees the actual value of the services
It takes inputs and turn them into outputs.
Set of responsibilities - activities and authorities granted to a person or a team.

15. What topics are covered in Service Strategy?
Information Technology Infrastructure Library
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.

16. What are the objectives of Event Management?
A role is defined in a process or function.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It comes from providing context to data - Who? - What? - When? - Where?
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

17. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
- Change Management - Service Asset & Config Management - Knowledge Management
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To provide best practice guidance to all types of organizations.

18. External Service Provider
The process in which goals and objectives of service design stage are met
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
intangible asset

19. What are the design constraints for a service?
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
- 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
1) Quality Service 2) Cost-effective Services
- Capability constraints - Resource constraints - Utility constraints - And more...

20. Describe the Capacity Management process.
The implementation and management of IT services that meet the needs of the business.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
All services under development - growth and Outlook.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

21. How is the Service Design Package used?
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)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A group of people - tools and resources used to carry out a process activity.
Fit for purpose-the functionality of a product or service to meet a particular need.

22. CMS
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.
Single Point Of Contact
The system used to collect and manage Config Items (CI's)
Configuration Management System

23. What is the purpose of Change Management?
Agreement between an IT service provider and another part of same organization that assists with service provision
Single Point Of Contact
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To control lifecycle of all changes to be made with minimal disruption to services

24. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Pattern of Business Activity

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

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26. What is a Resource?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
It takes inputs and turn them into outputs.

27. What are the objectives of Request Fulfillment?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- 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
To provide best practice guidance to all types of organizations.

28. What is the Deming Cycle?
Data - Information - Knowledge - Wisdom
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
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. Volume/Phase 3: Service Transition - What is it?
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 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.
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

30. What are the objectives of Continual Service Improvement??
It covers: - design - implementation - measurement -management -improvement of service and component availability
By enhancing the performance of tasks and reducing the effect of constraints.
- 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
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

31. What are some Service Level Management Activities?
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
The services themselves - Service management processes - Technology (management of infrastructure) - People
IT Service Management
Services that are no longer available.

32. What is ITIL?
Responsible - Accountable - Consult - Inform
A set of best practice publications for IT service management
Up to each org to decide which service requests it will handle
Design - testing - improvements of CI's

33. What is Knowledge?
Business Continuity Plan
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

34. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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 -
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
It defines performance and the alignment of IT services with the business.

35. What are three types of events?

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36. What is the purpose of the Transition Planning & Support process?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Provide overall planning for service transition and coordinate resources required for it
Inputs - Outputs - Activities - Measurements - Roles
Configuration Management System

37. SCMIS
To control lifecycle of all changes to be made with minimal disruption to services
Supplier and Contract Management Information System
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
Access - Identity - Rights - Service or Service Groups - Directory Services

38. What is the purpose of IT Operations Management?
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
The underlying cause of one or more failures
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

39. Who owns an incident?
Ownership regardless of escalation remains with the service desk
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- 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
Tangible assets

40. What are the objectives of the Transition Planning & Support process?
Includes management of the component lifecycle of every CI (config item)
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...
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

41. Internal Service Provider
intangible asset
A service provider which functions within the business units they server.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A customer requirement for an aspect of an IT service

42. How do you prioritize an incident?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

43. What are the three Service Design Agreements?

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44. What is the scope of the Service Design phase?
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
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.)
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...
Is responsible for managing applications through their lifecycle

45. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements

46. What are the seven steps to improvement?
Service Desk - Technical management - IT Operation Management - Application Management
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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
Any event which disrupts - or which could disrupt - a service

47. What are two availability management activities?
Service Level Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Access - Identity - Rights - Service or Service Groups - Directory Services

48. What is the role of Application Management?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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)
- 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

49. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Change Advisory Board
- 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
Accountable for the delivery of a specific service.

50. How can the impact of risk be measured?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Qualitative and Quantitative
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
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