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 Service Design phase?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Ensure assets required to deliver service are controlled and info is available for them
The phase that turns service strategy into a plan for delivering the business outcomes.
intangible asset

2. What is the Information Security Policy?

3. Detail the Process Manager's responsibilities
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
Pattern of Business Activity (PBA)
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Service Level Agreement

4. What is the Organization Level Agreement?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
- 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
Agreement between an IT service provider and another part of same organization that assists with service provision

5. Detail the Service Owner's repsonsibility.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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) Quality Service 2) Cost-effective Services
It can improve utility and warranty of services incresing value.

6. What is the purpose of the Design Coordination process?
Action taken to recover after a failed change or release.
ensuer goals of service design stage are met with single point of coordination within this stage
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A set of discrete facts

7. What is a problem?
Define steps required to restore business process following disruption
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The underlying cause of one or more failures

8. What is Change?
The result of an activity following a process or the delivery of a service.
1. Business Service Catalogue 2. Technical Service Catalogue.
Addition - modification - removal of anything that could have an effect on IT services
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

9. Shared Services Unit
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A structured set of activities designed to accomplish a specific objective.
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.

10. What are the objectives of Problem Management?
Share perspectives - ideas - experience & info to enable informed decisions
Is responsible for managing applications through their lifecycle
Is a request from a user for info - advice - standard change - or access to an IT service
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

11. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Assets such as server licenses and software licenses.
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

12. What is the scope of Service Strategy??

13. What is the purpose of ITIL Complementatry Guidance?
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.
Similar to incident model - For problems that have an expensive solution
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- 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

14. Define Patterns of Business Activity (PBA)?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Data - Information - Knowledge - Wisdom

15. What are the objectives of Request Fulfillment?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The phase that turns service strategy into a plan for delivering the business outcomes.
It can identify weaknesses or areas of improvements.
- 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

16. What is Warranty?
- Vendor neutral - Non prescriptive - Best practice
Set of responsibilities - activities and authorities granted to a person or a team.
Application support
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

17. KEDB
It takes inputs and turn them into outputs.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Known Error Database
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

18. What are the five aspects of Service Design?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
Operation Level Agreement

19. SPOC
Single Point Of Contact
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Change Advisory Board

20. What are the objectives of Event Management?
Data - Information - Knowledge - Wisdom
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
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
To quantify the impact to the business that loss of service would have

21. What are the 4 P's in Service Design used for?
Internal Service Provider - Shared Service Unit - External Service Provider
Assets such as server licenses and software licenses.
To provide a balanced view of overall 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

22. What is a Role?
It comes from providing context to data - Who? - What? - When? - Where?
A set of responsibilities defined in a process and assigned to a person or team.
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.
Underpinning Contract

23. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
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.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

24. What is Warranty?
Total Cost of Ownership
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Fit for purpose-the functionality of a product or service to meet a particular need.
It can identify weaknesses or areas of improvements.

25. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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

26. What is a Capability?
Total Cost of Ownership
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
IT Service Management

27. What Service Transition processes support all lifecycle phases?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.
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
- Change Management - Service Asset & Config Management - Knowledge Management

28. What is Vital Business Functions?
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
A function that reflects the part of business process that is critical to success of business
Includes management of the component lifecycle of every CI (config item)
Business Continuity Management

29. What is the purpose of the Transition Planning & Support process?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
Provide overall planning for service transition and coordinate resources required for it
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...

30. SACM
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Service Asset and Configuration Management
A set of best practice publications for IT service management
Operation Level Agreement

31. What is the purpose of the Service Asset & Config Management (SACM) process?
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Ensure assets required to deliver service are controlled and info is available for them
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)

32. What are the objectives of the Transition Planning & Support process?
Speeds up resolution - Concern of data quality
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.
Data - Information - Knowledge - Wisdom
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...

33. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Internal Service Provider - Shared Service Unit - External Service Provider
Speeds up resolution - Concern of data quality
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

34. TCO
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
Total Cost of Ownership
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.

35. What is the purpose of Incident Management?
Services that provide customer with wanted business outcomes.
After closure and it is linked to major incident review
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

36. What are the technical management groups?
Ownership regardless of escalation remains with the service desk
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom

37. What two processes is Problem Management made up of?
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 -
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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)
- Release & Deployment - Transition Planning & Support

38. What is a Service Pipeline?
It's he process responsible for managing the lifecycle of all service requests from users
Align new/changed services with business requirements - Maximize value to the business operations
All services under development - growth and Outlook.
- 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

39. What is the business value of the service desk?
Fit for purpose-the functionality of a product or service to meet a particular need.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- 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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

40. What is the scope of the seven steps to improvement?
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
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

41. What are the Change Types?
It defines performance and the alignment of IT services with the business.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
- 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
A formal proposal for a change

42. OLA
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Key Performance Indicator
Operation Level Agreement
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

43. Detail the Process Owner's responsibilities
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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

44. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
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.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Up to each org to decide which service requests it will handle

45. What should an incident model include??
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
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
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

46. Describe the Capacity Management process.
Service Desk - Technical management - IT Operation Management - Application Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

47. SCMIS
Supplier and Contract Management Information System
Ensure assets required to deliver service are controlled and info is available for them
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service Desk - Technical management - IT Operation Management - Application Management

48. What are the objectives of Service Transition?
Is a request from a user for info - advice - standard change - or access to an IT service
Design - testing - improvements of CI's
- Vendor neutral - Non prescriptive - Best practice
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

49. What is a known error?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Problem that has a documented root cause and workaround
A set of discrete facts
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

50. Volume/Phase 4: Service Operation - What is it?
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It comes from providing context to data - Who? - What? - When? - Where?