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 a Process?
A set of activities to accomplish an objective.
The implementation and management of IT services that meet the needs of the business.
Design - testing - improvements of CI's
A set of best practice publications for IT service management

2. What are examples of Config Items?
Provide overall planning for service transition and coordinate resources required for it
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.
Assets such as server licenses and software licenses.

3. What is the purpose of ITIL Core Publications?
- 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
Service Knowledge Management System
1) Core Publications 2) Complimentary Guidance
To provide best practice guidance to all types of organizations.

4. VBF
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Internal Service Provider - Shared Service Unit - External Service Provider
Vital Business Function

5. Who are the Key Stakeholders?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
A service asset that needs to be managed to deliver a service
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Ownership regardless of escalation remains with the service desk

6. How do you categorize an incident?
Action taken to recover after a failed change or release.
The underlying cause of one or more failures
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Keep it simple - Use multi-level categorization - Use categorization for reporting

7. What cycles are associated with budgeting - accounting - charging?
Request for Change
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

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

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9. DML
Executing the policies in information security management
- 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
Definitive Media Library
A service provided by an IT service provider made up of a combination of IT - people and processes.

10. Resources are _____
Tangible assets
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Up to each org to decide which service requests it will handle
Vital Business Function

11. What is an IT Service?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A service provided by an IT service provider made up of a combination of IT - people and processes.
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

12. KEDB
Continual Service Improvement
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.
Known Error Database
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

13. What is the UC?
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
Tangible assets
The services themselves - Service management processes - Technology (management of infrastructure) - People
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

14. ICT
Information Communication Technology
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1. Business Service Catalogue 2. Technical Service Catalogue.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

15. What is ITIL?
Any event which disrupts - or which could disrupt - a service
It defines performance and the alignment of IT services with the business.
A set of best practice publications for IT service management
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

16. What does a process do?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The phase that turns service strategy into a plan for delivering the business outcomes.
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 takes inputs and turn them into outputs.

17. What are the Capacity Sun- Processes?
Service Level Management
Similar to incident model - For problems that have an expensive solution
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)
- Capability constraints - Resource constraints - Utility constraints - And more...

18. SKMS
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To control lifecycle of all changes to be made with minimal disruption to services
Service Knowledge Management System
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

19. What are the five Service Operation processes?
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
After closure and it is linked to major incident review
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

20. What are the processes related to Service Design?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Service Level Management
A set of responsibilities defined in a process and assigned to a person or team.

21. What is the CSI register?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

22. What does a Release Policy include?
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Similar to incident model - For problems that have an expensive solution
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

23. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1. Business Service Catalogue 2. Technical Service Catalogue.
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
Agreement between an IT service provider and another part of same organization that assists with service provision

24. What are the ISM concepts?
The implementation and management of IT services that meet the needs of the business.
Define steps required to restore business process following disruption
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)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

25. What is Information?
It comes from providing context to data - Who? - What? - When? - Where?
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.
The process to ensure that the level of availability in services needs agrees with the required needs
A set of activities to accomplish an objective.

26. What is the purpose of the Release & Deployment Management process?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To plan - schedule & control the build - test & deployment of releases

27. What is the scope of Service Transition?
A customer requirement for an aspect of an IT service
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

28. What is Utilitiy?

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29. BIA
The basis for value creation including both resources and capabilities
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Business Impact Analysis
It comes from providing context to data - Who? - What? - When? - Where?

30. What is an Outcome?
It's he process responsible for managing the lifecycle of all service requests from users
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
Strategic - Tactical - Operational - Commodity
The result of an activity following a process or the delivery of a service.

31. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
Up to each org to decide which service requests it will handle
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.

32. Why is automation of technology and architecture beneficial?
A formal proposal for a change
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
It can improve utility and warranty of services incresing value.
Fit for Purpose - The functionality of a product or service from a customer's perspective.

33. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Action taken to recover after a failed change or release.
Tangible assets
Tp provide the right for users to be able to use a service or group of services

34. What is the business value of Continual Service Improvement?
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
To control lifecycle of all changes to be made with minimal disruption to services
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Includes management of the component lifecycle of every CI (config item)

35. What are the objectives of Request Fulfillment?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
- 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
To provide and maintain a single source of info on all operational and ready to be introduced services
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

36. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
Vital Business Function
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

37. Where is a role defined?
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.
1) Utility 2) Warranty
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A role is defined in a process or function.

38. What is a Process?
A structured set of activities designed to accomplish a specific objective.
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
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
Tangible assets

39. How is risk measured?
Strategic - Tactical - Operational - Commodity
Similar to incident model - For problems that have an expensive solution
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

40. What is Remediation Planning?
Business Impact Analysis
- 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
Action taken to recover after a failed change or release.
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.

41. Detail the Process Owner's responsibilities
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable 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
- 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

42. What is a Service Catalogue?
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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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.

43. What are the Service Operation Functions??
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Service Desk - Technical management - IT Operation Management - Application Management
Pattern of Business Activity
Is a notification that a threshold has been reached - something has changed - or a failure has occured

44. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- 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
Configuration Management System

45. What is risk?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Key Performance Indicator
Operation Level Agreement
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

46. What is the scope of Access Management?
The phase that turns service strategy into a plan for delivering the business outcomes.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Responsible - Accountable - Consult - Inform
Executing the policies in information security management

47. What are the objectives of the Knowledge Management process??
Change Advisory Board
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

48. What are the three types of services?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

49. What interfacing processes are associated with Incident Management??
- 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
The process that obtains value for money from suppliers.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

50. What is the purpose of the Knowledge Management process?
Align new/changed services with business requirements - Maximize value to the business operations
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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
Share perspectives - ideas - experience & info to enable informed decisions