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 does a Service Strategy define??
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The implementation and management of IT services that meet the needs of the business.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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!

2. What is the business value of Continual Service Improvement?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

3. What is a Function?
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
A group of people - tools and resources used to carry out a process activity.
Problem that has a documented root cause and workaround
- Release & Deployment - Transition Planning & Support

4. DIKW
The result of an activity following a process or the delivery of a service.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Data - Information - Knowledge - Wisdom
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

5. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- 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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

6. What are the objectives of the seven steps to improvement?
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Includes the processes - systems & functions to package - build - test and deploy a release in live use

7. DML
Definitive Media Library
Is a request from a user for info - advice - standard change - or access to an IT service
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Internal Service Provider - Shared Service Unit - External Service Provider

8. What are the objectives of Application Management?

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9. What levels are baselines established at?

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10. OLA
After closure and it is linked to major incident review
Data - Information - Knowledge - Wisdom
Operation Level Agreement
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.

11. What is the scope of Service Operation??
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A service asset that needs to be managed to deliver a service
To be accountable for the operational management of the process.
The services themselves - Service management processes - Technology (management of infrastructure) - People

12. What are the five Service Operation processes?
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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

13. CSI
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.
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
The underlying cause of one or more failures
Continual Service Improvement

14. What is the relationship between Incidents and Problems?
Single Point Of Contact
Incidents never become problems. They co-exist
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

15. What are the objectives of the Service Level Management process?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To plan - schedule & control the build - test & deployment of releases
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
A set of responsibilities defined in a process and assigned to a person or team.

16. Describe Time Scales of Incident Management

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17. Where is a role defined?
A set of best practice publications for IT service management
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A role is defined in a process or function.

18. KPI
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Key Performance Indicator

19. What is Information?
Addition - modification - removal of anything that could have an effect on IT services
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
It comes from providing context to data - Who? - What? - When? - Where?

20. Describe the IT Service Continuity Management process.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
It can improve utility and warranty of services incresing value.
Value of Investment
The process that supports the Business Continuity Management process by managing risks that could affect services.

21. What are the objectives of Request Fulfillment?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- 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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
ensuer goals of service design stage are met with single point of coordination within this stage

22. Volume/Phase 3: Service Transition - What is it?
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.
The system used to collect and manage Config Items (CI's)
Configuration Item
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.

23. What are the supplier categories??
A set of best practice publications for IT service management
Strategic - Tactical - Operational - Commodity
Configuration Item
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.

24. ROI
A function that reflects the part of business process that is critical to success of business
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The basis for value creation including both resources and capabilities
Return on Investment

25. What is the configuration baseline?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
By enhancing the performance of tasks and reducing the effect of constraints.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet 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.

26. CMDB
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To provide and maintain a single source of info on all operational and ready to be introduced services
Services that are no longer available.
Configuration Management Database

27. What is the Service Level Agreement?
Operation Level Agreement
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Up to each org to decide which service requests it will handle

28. How do you prioritize an incident?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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 capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

29. What is a benefit of a RACI matrix?
Carry out one or more process activities
- New service - Major change to service - Removal of service - Changes to the SDP itself
It can identify weaknesses or areas of improvements.
Known Error Database

30. What are the Capacity Sun- Processes?
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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)
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

31. What are the three Service Design Agreements?

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32. What is the scope of Access Management?
Action taken to recover after a failed change or release.
Executing the policies in information security management
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Tp provide the right for users to be able to use a service or group of services

33. What is Emergency Change Advisory Board (ECAB)?
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.
A set of activities to accomplish an objective.
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) 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

34. UC
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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 -
Underpinning Contract
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R

35. KEDB
Known Error Database
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

36. What is the scope of Problem Management?
Critical Success Factor
A set of responsibilities defined in a process and assigned to a person or team.
1) Preferences 2) Past experiences 3) Communications
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

37. ECAB
Emergency Change Advisory Board
It takes inputs and turn them into outputs.
Request for Change
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

38. What is a Resource?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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

39. What is the Process Manager's responsibility?
Configuration Item
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!
To be accountable for the operational management of the process.
- 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

40. What are KPI's?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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)
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

41. What are the three types of Service Providers??
Makes use of knowledge to create value through well-informed decisions
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
Internal Service Provider - Shared Service Unit - External Service Provider
- 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

42. What is IT Service Management?
The implementation and management of IT services that meet the needs of the business.
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Service Level Agreement

43. What is the purpose of the Knowledge Management process?
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Share perspectives - ideas - experience & info to enable informed decisions
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.

44. What is the objective of Service Strategy
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.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It can improve utility and warranty of services incresing value.

45. What is the scope of the Service Asset & Config Management (SACM) process?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Includes management of the component lifecycle of every CI (config item)
Agreement between an IT service provider and another part of same organization that assists with service provision

46. What is the scope of Continual Service Improvement??
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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

47. What is Request for Change (RFC)?
- 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
Change Advisory Board
Internal Service Provider - Shared Service Unit - External Service Provider
A formal proposal for a change

48. How can the impact of risk be measured?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Information Communication Technology
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Qualitative and Quantitative

49. What is the scope of Incident Management?
Service Level 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
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
Any event which disrupts - or which could disrupt - a service

50. What are the three types of services?
1. Business Service Catalogue 2. Technical Service Catalogue.
A set of responsibilities defined in a process and assigned to a person or team.
Pattern of Business Activity
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)