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 Remediation Planning?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Action taken to recover after a failed change or release.
The services themselves - Service management processes - Technology (management of infrastructure) - People
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

2. What is the Known Error Database (KEDB)?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To quantify the impact to the business that loss of service would have

3. CSF
Define steps required to restore business process following disruption
To provide a balanced view of overall service
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Critical Success Factor

4. SLM
Service Level Management
The process that obtains value for money from suppliers.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

5. What is the role of technical management?
- 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
Services that are no longer available.
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
Up to each org to decide which service requests it will handle

6. What is Vital Business Functions?
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 function that reflects the part of business process that is critical to success of business
1. Business Service Catalogue 2. Technical Service Catalogue.
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.

7. What is the scope of Access Management?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Service Desk - Technical management - IT Operation Management - Application Management
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
Executing the policies in information security management

8. 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
A role is defined in a process or function.
- 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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

9. How is the Service Design Package used?
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Accountable for the delivery of a specific service.

10. What are Retired Services?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Services that are no longer available.
- Change Management - Service Asset & Config Management - Knowledge Management

11. DIKW
Service Asset and Configuration Management
Data - Information - Knowledge - Wisdom
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A function that reflects the part of business process that is critical to success of business

12. Internal Service Provider
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
A service provider which functions within the business units they server.
Critical Success Factor
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

13. What processes does Financial Management include?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Budgeting - Accounting - Charging (Billing)
Tangible assets

14. What is the Snapshot?
Assets such as server licenses and software licenses.
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.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

15. What is a major incident?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Agreement between an IT service provider and another part of same organization that assists with service provision

16. What is a Business Case?
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.
Services that are no longer available.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Executing the policies in information security management

17. What is Knowledge?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Problem that has a documented root cause and workaround
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

18. Where is a role defined?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A role is defined in a process or function.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Fit for Purpose - The functionality of a product or service from a customer's perspective.

19. What is a Service Catalogue?
- 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
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.
Known Error Database
Fit for purpose-the functionality of a product or service to meet a particular need.

20. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
All services under development - growth and Outlook.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A formal proposal for a change

21. SLA
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...
Service Level Agreement
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Includes management of the component lifecycle of every CI (config item)

22. CMDB
Configuration Management Database
Underpinning Contract
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.

23. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Accountable for the delivery of a specific service.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
Ensure assets required to deliver service are controlled and info is available for them

24. What is the Service Knowledge Management System (SKMS)?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Used to store and manage knowledge - info and data.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.

25. What are the 4 P's in Service Design used for?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
It's he process responsible for managing the lifecycle of all service requests from users
To provide a balanced view of overall service
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 -

26. What is a Role?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Pattern of Business Activity (PBA)
Configuration Management Database
A set of responsibilities defined in a process and assigned to a person or team.

27. What is stored in the Service Knowledge Management System (SKMS)??

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28. What is a known error?
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Problem that has a documented root cause and workaround

29. What is governance and what does it do?

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30. What characteristics does a process have?
After closure and it is linked to major incident review
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

31. What are the objectives of the Service Level Management process?
Business Continuity Management
To quantify the impact to the business that loss of service would have
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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

32. What are CSF's?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide a balanced view of overall service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

33. What are the phases of Release & Deployment?
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.
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

34. What is a Function?
A group of people - tools and resources used to carry out a process activity.
- Budgeting - Accounting - Charging (Billing)
Vital Business Function
1) Quality Service 2) Cost-effective Services

35. What processes interfaces with Problem Management?
A group of people and the tools they use to perform one or more processes or activities.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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

36. What is Business Value?
Business Continuity Management
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
Services that provide customer with wanted business outcomes.
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 is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Service Level 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

38. What is the Definitive Media Library?

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39. What is Request for Change (RFC)?
A formal proposal for a change
Continual Service Improvement
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

40. What is a Role?
The level to which the service meets a customer's expectation.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Set of responsibilities - activities and authorities granted to a person or a team.

41. External Service Provider
Single Point Of Contact
The process to ensure that the level of availability in services needs agrees with the required needs
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
The basis for value creation including both resources and capabilities

42. What are three types of events?

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43. What is the purpose of the Knowledge Management process?
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
A structured set of activities designed to accomplish a specific objective.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Share perspectives - ideas - experience & info to enable informed decisions

44. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Used to store and manage knowledge - info and data.
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.
Any event which disrupts - or which could disrupt - a service

45. What are the options of organizational structures of a service desk?
The process in which goals and objectives of service design stage are met
- 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
Qualitative and Quantitative
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

46. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

47. What is the Service Level Agreement?
intangible asset
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.
Single Point Of Contact
To provide best practice guidance to all types of organizations.

48. Name the characteristics of value
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The ability to detect events - make sense of them and determine right control action
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

49. ICT
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)
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.
Information Communication Technology
The process in which goals and objectives of service design stage are met

50. What is the definition of a Service Review?
Similar to incident model - For problems that have an expensive solution
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Speeds up resolution - Concern of data quality
A set of responsibilities defined in a process and assigned to a person or team.