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. When do you conduct a major problem review?
Information Technology Infrastructure Library
After closure and it is linked to major incident review
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Pattern of Business Activity (PBA)

2. 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.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The implementation and management of IT services that meet the needs of the business.
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

3. What are three types of events?

4. What is Request for Change (RFC)?
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 phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A formal proposal for a change

5. What is the Service Owner's responsibility?
Value of Investment
Fit for Use - A promise (in SLA) that a product or service will meet agreed 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
Accountable for the delivery of a specific service.

6. What is an incident?
The level to which the service meets a customer's expectation.
- Vendor neutral - Non prescriptive - Best practice
Qualitative and Quantitative
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

7. ITIL
Single Point Of Contact
Information Technology Infrastructure Library
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

8. What is the scope of the Service Asset & Config Management (SACM) process?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Configuration Management Database
Includes management of the component lifecycle of every CI (config item)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

9. ECAB
Responsible - Accountable - Consult - Inform
Emergency Change Advisory Board
Is a request from a user for info - advice - standard change - or access to an IT service
1) Core Publications 2) Complimentary Guidance

10. What are the seven steps to improvement?
It can improve utility and warranty of services incresing value.
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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

11. What is the definition of a Service Review?
The basis for value creation including both resources and capabilities
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Application support

12. Who owns an incident?
To provide and maintain a single source of info on all operational and ready to be introduced services
Ownership regardless of escalation remains with the service desk
- 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
Qualitative and Quantitative

13. What is Utilitiy?

14. How can the impact of risk be measured?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Qualitative and Quantitative
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
- New service - Major change to service - Removal of service - Changes to the SDP itself

15. Define Patterns of Business Activity (PBA)?
Includes management of the component lifecycle of every CI (config item)
1) Quality Service 2) Cost-effective Services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

16. SPOC
The level to which the service meets a customer's expectation.
Single Point Of Contact
Addition - modification - removal of anything that could have an effect on IT services
Key Performance Indicator

17. What are the objectives of the Service Level Management process?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
Set of responsibilities - activities and authorities granted to a person or a team.

18. IT Ops and Application Management are involved in _____________________
Application support
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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)

19. What is the purpose of IT Operations Management?
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 guidance for specific to industry sectors - org types - operating models and technology architectures.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Core Publications 2) Complimentary Guidance

20. What are the phases of Release & Deployment?
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 -
Change Advisory Board
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

21. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- 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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

22. UC
Vital Business Function
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
Underpinning Contract
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

23. Detail the Service Owner's repsonsibility.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

24. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
intangible asset

25. What are the two primary elements of value?
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
Services that are no longer available.
1) Utility 2) Warranty
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

26. What is the Deming Cycle?
Services that provide customer with wanted business outcomes.
- New service - Major change to service - Removal of service - Changes to the SDP itself
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.
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.

27. What is Value?

28. What is the scope of Event Management?

29. What levels are baselines established at?

30. What is the purpose of Problem Management?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Carry out one or more process activities
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.

31. What is the purpose of Business Impact Analysis (BISA?
Known Error Database
- 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
Functional requirements - SLAs - benefits and design constraints
To quantify the impact to the business that loss of service would have

32. VOI
Pattern of Business Activity
Value of Investment
To quantify the impact to the business that loss of service would have
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

33. What topics are covered in Service Strategy?
Configuration Management System
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Definitive Media Library
Governs the org's approach to Information Security Management

34. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Align new/changed services with business requirements - Maximize value to the business operations
A structured set of activities designed to accomplish a specific objective.

35. How do services facilitate outcomes?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
By enhancing the performance of tasks and reducing the effect of constraints.
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.

36. What are the objectives of the Release & Deployment Management process?
Supplier and Contract Management Information System
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 -
To provide a balanced view of overall service
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

37. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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

38. Describe the IT Service Continuity Management process.
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
Critical Success Factor
Addition - modification - removal of anything that could have an effect on IT services
The process that supports the Business Continuity Management process by managing risks that could affect services.

39. What are two levels of availability?
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)
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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 objectives of the Change Management Process?

41. What are the two types of customers?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Addition - modification - removal of anything that could have an effect on IT services

42. What is the Business Value of Service Design?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Quality Service 2) Cost-effective Services

43. What is the definition of a Service Level Agreement Monitoring Chart?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Service Level Agreement
Action taken to recover after a failed change or release.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

44. Who are the Key Stakeholders?
- New service - Major change to service - Removal of service - Changes to the SDP itself
To provide best practice guidance to all types of organizations.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To control lifecycle of all changes to be made with minimal disruption to services

45. What is the purpose of the even steps to improvement?
Internal Service Provider - Shared Service Unit - External Service Provider
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Service Knowledge Management System

46. What is Information?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
- 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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It comes from providing context to data - Who? - What? - When? - Where?

47. Where is a role defined?
A role is defined in a process or function.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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)
Align new/changed services with business requirements - Maximize value to the business operations

48. What is the scope of Problem Management?
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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The result of an activity following a process or the delivery of a service.
1. Business Service Catalogue 2. Technical Service Catalogue.

49. What is the RACI matrix?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve

50. What is Business Value?
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
Key Performance Indicator
Application support
Services that provide customer with wanted business outcomes.