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 Service Transition processes support all lifecycle phases?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- Change Management - Service Asset & Config Management - Knowledge Management
Lifecycle wide process and relevant to all lifecycles

2. What are the components of IT Operations Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

3. What are the Incident Management activities??
Accountable for the delivery of a specific service.
To quantify the impact to the business that loss of service would have
- Change Management - Service Asset & Config Management - Knowledge Management
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 -

4. What are the ISM concepts?
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.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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

5. How is the Service Design Package used?
The underlying cause of one or more failures
ensuer goals of service design stage are met with single point of coordination within this stage
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

6. SLA
Share perspectives - ideas - experience & info to enable informed decisions
To provide a single source of information on all operational and ready for production services.
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.
Service Level Agreement

7. What is ITIL?
A set of best practice publications for IT service management
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
Supplier and Contract Management Information System
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

8. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Key Performance Indicator
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

9. What is a problem?
The underlying cause of one or more failures
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Provide overall planning for service transition and coordinate resources required for it
To be accountable for the operational management of the process.

10. What is Utilitiy?

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11. What is the business value of the service desk?
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
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
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

12. What are the three types of Service Providers??
Business Impact Analysis
Internal Service Provider - Shared Service Unit - External Service Provider
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Configuration Item

13. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Request for Change
By enhancing the performance of tasks and reducing the effect of constraints.
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

14. What topics are covered in Service Strategy?
Executing the policies in information security management
This is where the customer sees the actual value of the services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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

15. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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.
All services under development - growth and Outlook.

16. What is the purpose of Continual Service Improvement?
Responsible - Accountable - Consult - Inform
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.
- 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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

17. What is the Business Value of Service Design?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
1) Quality Service 2) Cost-effective Services
Is a request from a user for info - advice - standard change - or access to an IT service

18. What are examples of Config Items?
Responsible - Accountable - Consult - Inform
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Strategic - Tactical - Operational - Commodity
Assets such as server licenses and software licenses.

19. What are the phases of the ITIL Service Lifecycle?
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
Service Knowledge Management System
It defines performance and the alignment of IT services with the business.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

20. Who are the Key Stakeholders?
Qualitative and Quantitative
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Quality Service 2) Cost-effective Services
A set of responsibilities defined in a process and assigned to a person or team.

21. IT Ops and Application Management are involved in _____________________
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Application support
IT Service Management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

22. What is the purpose of the Capacity Management process?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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
Everyone except for Type III service providers (third parties)

23. Internal Service Provider
A service provider which functions within the business units they server.
A function that reflects the part of business process that is critical to success of business
Any event which disrupts - or which could disrupt - a service
Functional requirements - SLAs - benefits and design constraints

24. What are three types of events?

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25. What is the purpose of Availability Management process?
The phase that turns service strategy into a plan for delivering the business outcomes.
Includes management of the component lifecycle of every CI (config item)
The result of an activity following a process or the delivery of a service.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

26. What are the two views of the Service Catalogue?
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.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
Carry out one or more process activities

27. What are the objectives of the Transition Planning & Support process?
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...
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
All services under development - growth and Outlook.
After closure and it is linked to major incident review

28. Resources are _____
Assets such as server licenses and software licenses.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Tangible assets

29. What is the purpose of Service Operation?
Includes management of the component lifecycle of every CI (config item)
The process that supports the Business Continuity Management process by managing risks that could affect services.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

30. How do you escalate an incident?
Qualitative and Quantitative
Access - Identity - Rights - Service or Service Groups - Directory Services
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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)

31. What is the definition of a Service Review?
Key Performance Indicator
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Pattern of Business Activity (PBA)
Configuration Management System

32. What is Warranty?
Lifecycle wide process and relevant to all lifecycles
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
ensuer goals of service design stage are met with single point of coordination within this stage
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

33. Facilities Management
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Incidents never become problems. They co-exist
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

34. KEDB
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Known Error Database
A service provider which functions within the business units they server.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

35. What is the scope of the Transition Planning & Support process?
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.
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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 components of value?
- 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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Customer Perception 2) Customer Preference 3) Business Outcomes

37. What is a Capability?
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
Inputs - Outputs - Activities - Measurements - Roles
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Configuration Management System

38. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
The level to which the service meets a customer's expectation.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

39. What are the objectives of Continual Service Improvement??
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Speeds up resolution - Concern of data quality
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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

40. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
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)
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
- Manage access - Respond to requests for granting access - Oversee access

41. CI
Configuration Item
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
It defines performance and the alignment of IT services with the business.
It can identify weaknesses or areas of improvements.

42. What does the service desk do??
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Application support
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

43. Why is automation of technology and architecture beneficial?
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 -
It can improve utility and warranty of services incresing value.
Action taken to recover after a failed change or release.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

44. What is the purpose of ITIL Complementatry Guidance?
- 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
Everyone except for Type III service providers (third parties)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Fit for Purpose - The functionality of a product or service from a customer's perspective.

45. What are the objectives of Access Management?
Change Advisory Board
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
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)
- Manage access - Respond to requests for granting access - Oversee access

46. What is a Function?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A group of people and the tools they use to perform one or more processes or activities.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

47. SPOC
- 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
Single Point Of Contact
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
The process that obtains value for money from suppliers.

48. When is the Service Design Package created or edited?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- New service - Major change to service - Removal of service - Changes to the SDP itself
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

49. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Information Technology Infrastructure Library
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

50. What are the four Service Operation functions?
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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