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 Configuration Management System (CMS)?

2. What is a Process?
A set of activities to accomplish an objective.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Services that are no longer available.
A set of discrete facts

3. What is the definition of a Service Level Agreement Monitoring Chart?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Speeds up resolution - Concern of data quality
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To control lifecycle of all changes to be made with minimal disruption to services

4. What is the purpose of Service Operation?
- New service - Major change to service - Removal of service - Changes to the SDP itself
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

5. What are the objectives of the service desk??
Services that provide customer with wanted business outcomes.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
It can identify weaknesses or areas of improvements.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

6. What is the definition of Service Level Requirements?
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
A customer requirement for an aspect of an IT service
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!
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

7. What is a Resource?
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.
A structured set of activities designed to accomplish a specific objective.
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

8. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
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.
- 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

9. Detail the Process Manager's responsibilities
Carry out one or more process activities
A set of activities to accomplish an objective.
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
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...

10. What are the objectives of the Service Design phase?
A formal proposal for major changes that involve high cost - risk or org. impact.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A formal proposal for a change

11. What is the purpose of Business Relationship Management??
The process to ensure that the level of availability in services needs agrees with the required needs
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
Executing the policies in information security management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

12. How can the impact of risk be measured?
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Qualitative and Quantitative
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

13. What are the objectives of the Service Asset & Config Management (SACM) process??

14. What is Data?
A set of discrete facts
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To be accountable for the operational management of the process.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

15. What is a Function?
Change Advisory Board
- 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A group of people and the tools they use to perform one or more processes or activities.

16. Why is automation of technology and architecture beneficial?
Executing the policies in information security management
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
It can improve utility and warranty of services incresing value.

17. It's part of the SKMS (service knowledge management system)
Ensure assets required to deliver service are controlled and info is available for them
Speeds up resolution - Concern of data quality
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

18. What are the Incident Management activities??
A role is defined in a process or function.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
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 -

19. What does a process do?
Change Advisory Board
It comes from providing context to data - Who? - What? - When? - Where?
It takes inputs and turn them into outputs.
Service Knowledge Management System

20. What are the 4 levels of service provision expectations?

21. Internal Service Provider
Tp provide the right for users to be able to use a service or group of services
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A service provider which functions within the business units they server.
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.

22. What is ITIL?
- 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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A set of best practice publications for IT service management

23. Describe the Information Security Management process.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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 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
Fit for purpose-the functionality of a product or service to meet a particular need.

24. What are the components of IT Operations Management?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

25. What is the Service Knowledge Management System (SKMS)?
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Addition - modification - removal of anything that could have an effect on IT services
Used to store and manage knowledge - info and data.

26. What is the purpose of the IT Service Continuity Management (ITSCM) process?
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.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- Change Management - Service Asset & Config Management - Knowledge Management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

27. What are the Service Transition processes??
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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

28. What is the scope of Request Fulfillment?
A formal proposal for a change
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Up to each org to decide which service requests it will handle
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

29. SCMIS
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Supplier and Contract Management Information System
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
IT Service Management

30. How do you escalate an incident?
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)
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
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
Data - Information - Knowledge - Wisdom

31. What are the objectives of the Release & Deployment Management process?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Agreement between an IT service provider and another part of same organization that assists with service provision
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -

32. PBA
Pattern of Business Activity
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- 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
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

33. What cycles are associated with budgeting - accounting - charging?
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
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 -
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

34. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Makes use of knowledge to create value through well-informed decisions
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

35. BIA
Assets such as server licenses and software licenses.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Supplier and Contract Management Information System
Business Impact Analysis

36. SPOC
Single Point Of Contact
1. Business Service Catalogue 2. Technical Service Catalogue.
Information Communication Technology
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.

37. How do services facilitate outcomes?
Any event which disrupts - or which could disrupt - a service
By enhancing the performance of tasks and reducing the effect of constraints.
Incidents never become problems. They co-exist
It comes from providing context to data - Who? - What? - When? - Where?

38. What is a Business Continuity Plan?
Provide overall planning for service transition and coordinate resources required for it
Define steps required to restore business process following disruption
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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

39. What is Emergency Change Advisory Board (ECAB)?
The system used to collect and manage Config Items (CI's)
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

40. What are the two types of customers?
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
Carry out one or more process activities
The system used to collect and manage Config Items (CI's)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

41. Detail the Service Owner's repsonsibility.
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
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.
Access - Identity - Rights - Service or Service Groups - Directory Services
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

42. What is technical management?
A structured set of activities designed to accomplish a specific objective.
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)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It defines performance and the alignment of IT services with the business.

43. What are three types of events?

44. What is availability?
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.
Functional requirements - SLAs - benefits and design constraints
Service Asset and Configuration Management
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

45. What does a Service Strategy define??
Services that are no longer available.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Service Level Management
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

46. What are the components of the ITIL framework?
Addition - modification - removal of anything that could have an effect on IT services
Pattern of Business Activity (PBA)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1) Core Publications 2) Complimentary Guidance

47. ECAB
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
Emergency Change Advisory Board
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A set of responsibilities defined in a process and assigned to a person or team.

48. Describe Time Scales of Incident Management

49. What is a Process Owner's responsibility?
Define steps required to restore business process following disruption
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Configuration Management Database

50. What processes are related to of Service Operation??
- 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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Vendor neutral - Non prescriptive - Best practice
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure