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 availability?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Business Service Catalogue 2. Technical Service Catalogue.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

2. What is the purpose of Business Relationship Management??
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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 establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
It can identify weaknesses or areas of improvements.

3. What is a Business Case?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.
- 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

4. DML
- 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
Definitive Media Library
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

5. What is the purpose of the Release & Deployment Management process?
Ownership regardless of escalation remains with the service desk
To plan - schedule & control the build - test & deployment of releases
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Service Level Management

6. What is a Change Proposal?
IT Service Management
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
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.
A formal proposal for major changes that involve high cost - risk or org. impact.

7. DIKW
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Data - Information - Knowledge - Wisdom
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Incidents never become problems. They co-exist

8. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
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.
A role is defined in a process or function.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

9. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
A service provided by an IT service provider made up of a combination of IT - people and processes.
Internal Service Provider - Shared Service Unit - External Service Provider
Pattern of Business Activity (PBA)

10. What is the scope of Event Management?

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11. It's part of the SKMS (service knowledge management system)
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
A formal proposal for major changes that involve high cost - risk or org. impact.
Speeds up resolution - Concern of data quality
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

12. BCP
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Business Continuity Plan
Service Asset and Configuration Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

13. What is a Business Continuity Plan?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Quality Service 2) Cost-effective Services
Define steps required to restore business process following disruption
intangible asset

14. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Qualitative and Quantitative
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.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

15. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
Ensure assets required to deliver service are controlled and info is available for them
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Known Error Database

16. Describe the Service Level Management process.
Known Error Database
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- 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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

17. OLA
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Governs the org's approach to Information Security Management
Operation Level Agreement

18. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Service Desk - Technical management - IT Operation Management - Application Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

19. What are the Service Strategy processes and functions?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Emergency Change Advisory Board
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

20. What is the purpose of the Design Coordination process?
ensuer goals of service design stage are met with single point of coordination within this stage
The process that supports the Business Continuity Management process by managing risks that could affect services.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

21. ECAB
Emergency Change Advisory Board
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

22. What is the purpose of the Knowledge Management process?
Align new/changed services with business requirements - Maximize value to the business operations
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Share perspectives - ideas - experience & info to enable informed decisions
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

23. What is the purpose of Service Design??
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Pattern of Business Activity
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

24. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
After closure and it is linked to major incident review
Request for Change
Configuration Management System

25. What are the objectives of the Release & Deployment Management process?
A group of people - tools and resources used to carry out a process activity.
The ability to detect events - make sense of them and determine right control action
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 -
Service Asset and Configuration Management

26. How do services facilitate outcomes?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
By enhancing the performance of tasks and reducing the effect of constraints.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

27. What two processes is Problem Management made up of?
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
A formal proposal for major changes that involve high cost - risk or org. impact.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT 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)

28. What is Service Management?
Underpinning Contract
- 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
Business Continuity Plan
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

29. What is an Outcome?
Problem that has a documented root cause and workaround
The result of an activity following a process or the delivery of a service.
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.
- 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

30. What is the Service Level Agreement?
Responsible - Accountable - Consult - Inform
Data - Information - Knowledge - Wisdom
Return on Investment
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.

31. What is Emergency Change Advisory Board (ECAB)?
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Assets such as server licenses and software licenses.
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.

32. What is the business value of the service desk?
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Incident management - Problem management - Event management - Request Fulfillment - Access Management

33. BCM
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Business Continuity Management
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

34. What is Change?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Problem that has a documented root cause and workaround
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Addition - modification - removal of anything that could have an effect on IT services

35. What is the scope of Availability Management process?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

36. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Total Cost of Ownership

37. When do you conduct a major problem review?
The implementation and management of IT services that meet the needs of the business.
After closure and it is linked to major incident review
Data - Information - Knowledge - Wisdom
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

38. What is the Information Security Policy?

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39. What cycles are associated with budgeting - accounting - charging?
A structured set of activities designed to accomplish a specific objective.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Problem that has a documented root cause and workaround
Pattern of Business Activity (PBA)

40. What is the Business Value of Service Strategy?
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.)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
It defines performance and the alignment of IT services with the business.

41. What is the scope of Service Transition?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
To provide best practice guidance to all types of organizations.
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)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

42. What are the objectives of Service Operation?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

43. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

44. ITIL
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Information Technology Infrastructure Library
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
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

45. What is the purpose of Service Strategy?

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46. What is the business value of Continual Service Improvement?
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
- 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 quantify the impact to the business that loss of service would have
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

47. What is an Alert?
Configuration Management System
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Core Publications 2) Complimentary Guidance
To be accountable for the operational management of the process.

48. What are the objectives of the service desk??
After closure and it is linked to major incident review
Tangible assets
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
It comes from providing context to data - Who? - What? - When? - Where?

49. What is Service Assets?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The basis for value creation including both resources and capabilities
The process in which goals and objectives of service design stage are met
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

50. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1. Business Service Catalogue 2. Technical Service Catalogue.
A customer requirement for an aspect of an IT service
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.