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. OLA
This is where the customer sees the actual value of the services
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
Services that provide customer with wanted business outcomes.
Operation Level Agreement

2. What is the Process Practitioner's responsibility?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Carry out one or more process activities
Business Impact Analysis

3. How do you categorize an incident?
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
To provide a balanced view of overall service
Keep it simple - Use multi-level categorization - Use categorization for reporting

4. What is the UC?
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.
Total Cost of Ownership
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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

5. What is Wisdom?
Application support
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Action taken to recover after a failed change or release.
Makes use of knowledge to create value through well-informed decisions

6. What is the definition of Service Improvement Plan?
Return on Investment
Governs the org's approach to Information Security Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

7. What is the business value of Continual Service Improvement?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
Functional requirements - SLAs - benefits and design constraints

8. SCMIS
A formal proposal for major changes that involve high cost - risk or org. impact.
- Budgeting - Accounting - Charging (Billing)
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Supplier and Contract Management Information System

9. DML
Return on Investment
Definitive Media Library
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

10. What is Data?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A set of discrete facts
Change Advisory Board
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

11. SACM
Qualitative and Quantitative
Configuration Management Database
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Service Asset and Configuration Management

12. What are the ISM concepts?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Vital Business Function

13. What is a Resource?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A customer requirement for an aspect of an IT service
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

14. What are the Change Types?
Definitive Media Library
Value of Investment
Incidents never become problems. They co-exist
- 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

15. What is the Service Level Agreement?
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.
The level to which the service meets a customer's expectation.
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

16. What should Major Problem Review focus on?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Service Asset and Configuration Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

17. What is a Function?
A set of best practice publications for IT service management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A group of people and the tools they use to perform one or more processes or activities.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

18. ECAB
Emergency Change Advisory Board
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Set of responsibilities - activities and authorities granted to a person or a team.

19. What actvities does Business Relationship Management Activities refer to?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Information Technology Infrastructure Library
Known Error Database
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

20. What is a workaround?
IT Service Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To quantify the impact to the business that loss of service would have
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

21. Why is automation of technology and architecture beneficial?
After closure and it is linked to major incident review
Service Desk - Technical management - IT Operation Management - Application Management
A formal proposal for a change
It can improve utility and warranty of services incresing value.

22. What are the phases of Release & Deployment?
Is responsible for managing applications through their lifecycle
Configuration Management Database
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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.)

23. What communication is part of Service Operation?
ensuer goals of service design stage are met with single point of coordination within this stage
A set of responsibilities defined in a process and assigned to a person or team.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- Vendor neutral - Non prescriptive - Best practice

24. What is the scope of change?
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 process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

25. What does process definitions describe??
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)
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.
Inputs - Outputs - Activities - Measurements - Roles
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

26. CAB
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Change Advisory Board
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

27. What is a Business Case?
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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Access - Identity - Rights - Service or Service Groups - Directory Services
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

28. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Up to each org to decide which service requests it will handle
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

29. RFC
Request for Change
Carry out one or more process activities
A formal proposal for major changes that involve high cost - risk or org. impact.
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

30. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Inputs - Outputs - Activities - Measurements - Roles

31. SLA
Change Advisory Board
Continual Service Improvement
The implementation and management of IT services that meet the needs of the business.
Service Level Agreement

32. What are the Capacity Sun- Processes?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The result of an activity following a process or the delivery of a 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)
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.

33. Detail the Process Owner's responsibilities
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Is a request from a user for info - advice - standard change - or access to an IT service
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
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!

34. What is the scope of the Capacity Management process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- 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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

35. 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.
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The basis for value creation including both resources and capabilities

36. What is the CSI register?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Used to store and manage knowledge - info and data.
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

37. What is a Role?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Set of responsibilities - activities and authorities granted to a person or a team.
1. Business Service Catalogue 2. Technical Service Catalogue.

38. What is a Business Continuity Plan?
A set of best practice publications for IT service management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Define steps required to restore business process following disruption

39. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
intangible asset
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
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of

40. What is technical management?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A group of people - tools and resources used to carry out a process activity.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

41. What is the Deming Cycle?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Agreement between an IT service provider and another part of same organization that assists with service provision
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.
Service Knowledge Management System

42. What is the relationship between Incidents and Problems?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Incidents never become problems. They co-exist
To provide and maintain a single source of info on all operational and ready to be introduced services
A formal proposal for a change

43. How can the impact of risk be measured?
Known Error Database
Information Communication Technology
- Capability constraints - Resource constraints - Utility constraints - And more...
Qualitative and Quantitative

44. TCO
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Total Cost of Ownership
Align new/changed services with business requirements - Maximize value to the business operations
The ability to detect events - make sense of them and determine right control action

45. What is the Known Error Database (KEDB)?
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) Customer Perception 2) Customer Preference 3) Business Outcomes
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

46. What is the objective of Service Strategy
The phase that turns service strategy into a plan for delivering the business outcomes.
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
- Capability constraints - Resource constraints - Utility constraints - And more...
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

47. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- Release & Deployment - Transition Planning & Support
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.

48. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
intangible asset
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The basis for value creation including both resources and capabilities

49. BIA
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
- 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
Business Impact Analysis
- Vendor neutral - Non prescriptive - Best practice

50. What does the service desk do??
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.
The implementation and management of IT services that meet the needs of the business.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The basis for value creation including both resources and capabilities