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 are the objectives of Problem Management?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

2. What is the purpose of Service Strategy?

3. What is the purpose of the Design Coordination process?
The result of an activity following a process or the delivery of a service.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
ensuer goals of service design stage are met with single point of coordination within this stage
Define steps required to restore business process following disruption

4. What are the two primary elements of value?
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
1) Utility 2) Warranty
Share perspectives - ideas - experience & info to enable informed decisions
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

5. What are the Incident Management activities??
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
It can identify weaknesses or areas of improvements.
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 -
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

6. Describe the Supplier Management process.
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)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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.

7. What is the purpose of IT Operations Management?
Share perspectives - ideas - experience & info to enable informed decisions
After closure and it is linked to major incident review
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
Service Level Management

8. What is Service Management?
A group of people and the tools they use to perform one or more processes or activities.
A customer requirement for an aspect of an IT service
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Configuration Item

9. BCM
Configuration Management System
Business Continuity 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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

10. What is Emergency Change Advisory Board (ECAB)?
Emergency Change Advisory Board
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.
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

11. CAM
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Change Advisory Board
Agreement between an IT service provider and another part of same organization that assists with service provision

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

13. What are the objectives of Application Management?

14. Describe the Information Security Management process.
Tp provide the right for users to be able to use a service or group of services
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.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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

15. What is Remediation Planning?
It's he process responsible for managing the lifecycle of all service requests from users
Service Knowledge Management System
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)
Action taken to recover after a failed change or release.

16. What is the Process Manager's responsibility?
To be accountable for the operational management of the process.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

17. What are the five aspects of Service Design?
1) Core Publications 2) Complimentary Guidance
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)
Lifecycle wide process and relevant to all lifecycles
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

18. What is Information?
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
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.)
It comes from providing context to data - Who? - What? - When? - Where?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

19. What processes are related to of Service Operation??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The system used to collect and manage Config Items (CI's)
Incident management - Problem management - Event management - Request Fulfillment - Access Management

20. What are Change Management Activities?
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
Value of Investment
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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

21. What is the Definitive Media Library?

22. What are the objectives of the Transition Planning & Support process?
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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...
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

23. What is the Service 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.
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.
Assets such as server licenses and software licenses.
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.

24. What is a known error?
Problem that has a documented root cause and workaround
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The implementation and management of IT services that meet the needs of the business.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

25. What two processes is Problem Management made up of?
Agreement between an IT service provider and another part of same organization that assists with service provision
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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)

26. What is Vital Business Functions?
Define steps required to restore business process following disruption
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A function that reflects the part of business process that is critical to success of business

27. What are the objectives of Access Management?
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.
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
To be accountable for the operational management of the process.
- Manage access - Respond to requests for granting access - Oversee access

28. What is Data?
A set of discrete facts
Service Level Management
The system used to collect and manage Config Items (CI's)
Underpinning Contract

29. What influences the expected service?
It comes from providing context to data - Who? - What? - When? - Where?
1) Preferences 2) Past experiences 3) Communications
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
After closure and it is linked to major incident review

30. What is the purpose of the Release & Deployment Management process?
- 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
To plan - schedule & control the build - test & deployment of releases
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 -
Pattern of Business Activity

31. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
To provide and maintain a single source of info on all operational and ready to be introduced services
A formal proposal for major changes that involve high cost - risk or org. impact.

32. What are the objectives of the Change Management Process?

33. What is an incident?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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

34. What is the RACI matrix?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Define steps required to restore business process following disruption
- 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

35. What are the four Service Operation functions?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Provide overall planning for service transition and coordinate resources required for it
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Business Impact Analysis

36. ITSM
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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)
IT Service Management

37. What is the Information Security Policy?

38. What is the purpose of Event Management?
A service asset that needs to be managed to deliver a service
A set of discrete facts
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
The ability to detect events - make sense of them and determine right control action

39. What is the Service Design Package?
Configuration Item
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- 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
Vital Business Function

40. What is the Deming Cycle?
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)
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.
Data - Information - Knowledge - Wisdom
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

41. CSF
Configuration Management System
Critical Success Factor
The phase that turns service strategy into a plan for delivering the business outcomes.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

42. What is Knowledge?
A role is defined in a process or function.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Is a notification that a threshold has been reached - something has changed - or a failure has occured

43. What is a Service Pipeline?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
All services under development - growth and Outlook.
Return on Investment

44. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Up to each org to decide which service requests it will handle

45. What is the scope of the Knowledge Management process?
It comes from providing context to data - Who? - What? - When? - Where?
Lifecycle wide process and relevant to all lifecycles
Includes management of the component lifecycle of every CI (config item)
To plan - schedule & control the build - test & deployment of releases

46. What are the basic concepts of Access Management?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Access - Identity - Rights - Service or Service Groups - Directory Services
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Fit for purpose-the functionality of a product or service to meet a particular need.

47. How do you prioritize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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

48. What is the purpose of Continual Service Improvement?
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
To provide a balanced view of overall service
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

49. What are the objectives of the Capacity Management process?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
- Release & Deployment - Transition Planning & Support

50. OLA
Operation Level Agreement
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Inputs - Outputs - Activities - Measurements - Roles
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