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. How do you escalate an incident?
Responsible - Accountable - Consult - Inform
Problem that has a documented root cause and workaround
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)
Business Continuity Plan

2. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Configuration Management System
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
To provide and maintain a single source of info on all operational and ready to be introduced services

3. What are the objectives of the Service Level Management process?
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
Responsible - Accountable - Consult - Inform
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
To plan - schedule & control the build - test & deployment of releases

4. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Strategic - Tactical - Operational - Commodity
Set of responsibilities - activities and authorities granted to a person or a team.

5. What is a Process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Definitive Media Library
A structured set of activities designed to accomplish a specific objective.
The process that obtains value for money from suppliers.

6. What are Retired Services?
A role is defined in a process or function.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Services that are no longer available.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

7. What is Request for Change (RFC)?
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
A formal proposal for a change
After closure and it is linked to major incident review
Total Cost of Ownership

8. What is the scope of the seven steps to improvement?
The system used to collect and manage Config Items (CI's)
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
- Manage access - Respond to requests for granting access - Oversee access
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

9. What is the purpose of the supplier management process?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
intangible asset
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

10. What are the objectives of Service Transition?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Information Communication Technology

11. What characteristics does a process have?
Services that provide customer with wanted business outcomes.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Everyone except for Type III service providers (third parties)
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step

12. Detail the Service Owner's repsonsibility.
By enhancing the performance of tasks and reducing the effect of constraints.
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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

13. What is the scope of the Transition Planning & Support process?
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.
It comes from providing context to data - Who? - What? - When? - Where?
Single Point Of Contact
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

14. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
1. Business Service Catalogue 2. Technical Service Catalogue.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

15. What is the purpose of the Design Coordination process?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
To provide best practice guidance to all types of organizations.
ensuer goals of service design stage are met with single point of coordination within this stage
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements

16. What are the objectives of Application Management?

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17. What is the Definitive Media Library?

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18. ITSM
IT Service Management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Underpinning Contract
Continual Service Improvement

19. What are the objectives of IT Operations Management?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The process to ensure that the level of availability in services needs agrees with the required needs
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- 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

20. What is the purpose of Service Transition?
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.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

21. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
A group of people and the tools they use to perform one or more processes or activities.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Information Technology Infrastructure Library

22. What are the Service Strategy processes and functions?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A set of activities to accomplish an objective.

23. What Service Transition processes support all lifecycle phases?
Services that are no longer available.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Change Management - Service Asset & Config Management - Knowledge Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

24. What is the Business Value of Service Strategy?
1) Core Publications 2) Complimentary Guidance
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!
This is where the customer sees the actual value of the services
It defines performance and the alignment of IT services with the business.

25. SLM
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A role is defined in a process or function.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Service Level Management

26. What are the Service Transition processes??
Up to each org to decide which service requests it will handle
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Pattern of Business Activity
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

27. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A role is defined in a process or function.

28. RFC
Request for Change
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.
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
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.

29. What should Major Problem Review focus on?
Service Knowledge Management System
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Emergency Change Advisory Board
By enhancing the performance of tasks and reducing the effect of constraints.

30. What is the purpose of Business Relationship Management??
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
After closure and it is linked to major incident review

31. What is Utility?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Fit for purpose-the functionality of a product or service to meet a particular need.
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 Continual Service Improvement Register: Is kept to record all the improvement opportunities

32. What is an Outcome?
Definitive Media Library
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
The result of an activity following a process or the delivery of a service.

33. What is the purpose of Incident Management?
Business Impact Analysis
Provide overall planning for service transition and coordinate resources required for it
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

34. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Vital Business Function
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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)

35. What is the definition of Service Improvement Plan?
Governs the org's approach to Information Security Management
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- 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

36. What is the Process Manager's responsibility?
To be accountable for the operational management of the process.
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
Responsible - Accountable - Consult - Inform
Pattern of Business Activity

37. What is an incident?
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.
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
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.
Carry out one or more process activities

38. ROI
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.
All services under development - growth and Outlook.
Return on Investment
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!

39. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A group of people - tools and resources used to carry out a process activity.
Qualitative and Quantitative

40. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Share perspectives - ideas - experience & info to enable informed decisions

41. What two processes is Problem Management made up of?
Action taken to recover after a failed change or release.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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)
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)

42. What is the purpose of Service Portfolio Management?
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A structured set of activities designed to accomplish a specific objective.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

43. What are KPI's?
The basis for value creation including both resources and capabilities
Define steps required to restore business process following disruption
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)
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

44. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To provide a balanced view of overall service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

45. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
It can improve utility and warranty of services incresing value.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
The ability to detect events - make sense of them and determine right control action

46. KEDB
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Known Error Database
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

47. What is the business value of Continual Service Improvement?
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.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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

48. Describe the Supplier Management process.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
The process that obtains value for money from suppliers.
The process in which goals and objectives of service design stage are met

49. Shared Services Unit
A function that reflects the part of business process that is critical to success of business
All services under development - growth and Outlook.
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.
IT Service Management

50. What is the Organization Level Agreement?
Qualitative and Quantitative
Agreement between an IT service provider and another part of same organization that assists with service provision
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The ability to detect events - make sense of them and determine right control action