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. RACI
Responsible - Accountable - Consult - Inform
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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
- Budgeting - Accounting - Charging (Billing)

2. What is a Service Pipeline?
It comes from providing context to data - Who? - What? - When? - Where?
All services under development - growth and Outlook.
Incidents never become problems. They co-exist
Executing the policies in information security management

3. What is the business value of Service Operation?
Functional requirements - SLAs - benefits and design constraints
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
This is where the customer sees the actual value of the services
Design - testing - improvements of CI's

4. What is an Alert?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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
Strategic - Tactical - Operational - Commodity

5. What is the scope of Request Fulfillment?
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing 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
Up to each org to decide which service requests it will handle

6. What is a Function?
A group of people - tools and resources used to carry out a process activity.
Internal Service Provider - Shared Service Unit - External Service Provider
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Set of responsibilities - activities and authorities granted to a person or a team.

7. How do you prioritize an incident?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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
Change Advisory Board
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

8. SLM
The phase that turns service strategy into a plan for delivering the business outcomes.
Service Level Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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

9. What are the processes related to Service Design?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
It covers: - design - implementation - measurement -management -improvement of service and component availability
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

10. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
It's he process responsible for managing the lifecycle of all service requests from users
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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

11. What is the purpose of Business Impact Analysis (BISA?
Service Asset and Configuration Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To provide and maintain a single source of info on all operational and ready to be introduced services
To quantify the impact to the business that loss of service would have

12. What are the objectives of the Knowledge Management process??
Responsible - Accountable - Consult - Inform
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) Preferences 2) Past experiences 3) Communications
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

13. What are the phases of Release & Deployment?
- 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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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.

14. What are the basic concepts of Access Management?
The process in which goals and objectives of service design stage are met
Strategic - Tactical - Operational - Commodity
Access - Identity - Rights - Service or Service Groups - Directory Services
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

15. 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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A formal proposal for a change

16. What is Service Assets?
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
The basis for value creation including both resources and capabilities
Access - Identity - Rights - Service or Service Groups - Directory Services

17. What are the five aspects of Service Design?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

18. What is a Capability?
By enhancing the performance of tasks and reducing the effect of constraints.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Underpinning Contract
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.

19. What is the purpose of the Information Security Management (ISM) process?

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20. What is the purpose of Service Operation?
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 coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
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

21. What is the scope of Service Operation??
Configuration Management Database
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The services themselves - Service management processes - Technology (management of infrastructure) - People
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

22. What is the definition of a Service Level Agreement Monitoring Chart?
Responsible - Accountable - Consult - Inform
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A customer requirement for an aspect of an IT service

23. What is the scope of Problem Management?
- 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
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
- Manage access - Respond to requests for granting access - Oversee access
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

24. When do you conduct a major problem review?
Data - Information - Knowledge - Wisdom
It covers: - design - implementation - measurement -management -improvement of service and component availability
Assets such as server licenses and software licenses.
After closure and it is linked to major incident review

25. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Initiation - Requirements and Strategy - Implementation - Ongoing 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
Underpinning Contract

26. What is the purpose of ITIL Complementatry Guidance?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Responsible - Accountable - Consult - Inform
ensuer goals of service design stage are met with single point of coordination within this stage

27. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Problem that has a documented root cause and workaround
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

28. What are the five stages of the Service Lifecycle?
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.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Includes management of the component lifecycle of every CI (config item)

29. What does a process do?
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
Definitive Media Library
It takes inputs and turn them into outputs.
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

30. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

31. How do you escalate an incident?
Definitive Media Library
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)
Assets such as server licenses and software licenses.
Design - testing - improvements of CI's

32. Describe the Capacity Management process.
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) 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
The basis for value creation including both resources and capabilities
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

33. What are the objectives of the Release & Deployment Management process?
Change Advisory Board
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
A group of people - tools and resources used to carry out a process activity.
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 -

34. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
Is responsible for managing applications through their lifecycle

35. PBA
Pattern of Business Activity
The level to which the service meets a customer's expectation.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Business Impact Analysis

36. What is a Resource?
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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
Problem that has a documented root cause and workaround

37. SLA
Pattern of Business Activity
Service Level Agreement
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
It comes from providing context to data - Who? - What? - When? - Where?

38. What is Request for Change (RFC)?
Information Technology Infrastructure Library
Align new/changed services with business requirements - Maximize value to the business operations
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A formal proposal for a change

39. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Carry out one or more process activities
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!

40. What are the two primary elements of value?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Utility 2) Warranty
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)
Access - Identity - Rights - Service or Service Groups - Directory Services

41. What are the ISM concepts?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)

42. Describe the Supplier Management process.
Tangible assets
ensuer goals of service design stage are met with single point of coordination within this stage
The process that obtains value for money from suppliers.
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.

43. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application 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 -
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 set of discrete facts

44. What cycles are associated with budgeting - accounting - charging?
ensuer goals of service design stage are met with single point of coordination within this stage
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

45. What should Major Problem Review focus on?
Supplier and Contract Management Information System
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

46. What are Retired Services?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Services that are no longer available.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
IT Service Management

47. KPI
Key Performance Indicator
Emergency Change Advisory Board
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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)

48. What is the Capacity Plan?
- 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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

49. How can the impact of risk be measured?
The process that obtains value for money from suppliers.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Change Advisory Board
Qualitative and Quantitative

50. What are the Change Types?
Set of responsibilities - activities and authorities granted to a person or a team.
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)
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- 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