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. Internal Service Provider
Pattern of Business Activity (PBA)
Internal Service Provider - Shared Service Unit - External Service Provider
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
A service provider which functions within the business units they server.

2. What is the Configuration Management System (CMS)?

3. What is a known error?
Problem that has a documented root cause and workaround
Configuration Item
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

4. How do you categorize an incident?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Keep it simple - Use multi-level categorization - Use categorization for reporting
The phase that turns service strategy into a plan for delivering the business outcomes.
To quantify the impact to the business that loss of service would have

5. What is the objective of Service Strategy
To provide a single source of information on all operational and ready for production services.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

6. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Operation Level Agreement
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

7. What is the purpose of Service Catalogue Management?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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 provide a single source of information on all operational and ready for production services.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

8. What is the Service Design phase?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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)
The phase that turns service strategy into a plan for delivering the business outcomes.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

9. What influences the expected service?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Qualitative and Quantitative
1) Preferences 2) Past experiences 3) Communications

10. What are three types of events?

11. What is the Service Level Agreement?
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 -
Executing the policies in information security management
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.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

12. What are the objectives of Incident Management?
The level to which the service meets a customer's expectation.
- 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
- 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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

13. BCP
The phase that turns service strategy into a plan for delivering the business outcomes.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
After closure and it is linked to major incident review
Business Continuity Plan

14. What is a Function?
A group of people - tools and resources used to carry out a process activity.
1. Business Service Catalogue 2. Technical 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
Vital Business Function

15. What is the purpose of Service Strategy?

16. What is the purpose of the Release & Deployment Management process?
By enhancing the performance of tasks and reducing the effect of constraints.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To plan - schedule & control the build - test & deployment of releases
Emergency Change Advisory Board

17. Who should the Information Security Policy be communicated to?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Everyone except for Type III service providers (third parties)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

18. What are the components of the ITIL framework?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
1) Core Publications 2) Complimentary Guidance

19. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
Configuration Management System
Ownership regardless of escalation remains with the service desk
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

20. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
Is responsible for managing applications through their lifecycle

21. What is the purpose of the even steps to improvement?
Set of responsibilities - activities and authorities granted to a person or a team.
The implementation and management of IT services that meet the needs of the business.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

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

23. What are the Service Transition processes??
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Incident management - Problem management - Event management - Request Fulfillment - Access Management

24. What Service Transition processes support all lifecycle phases?
- Capability constraints - Resource constraints - Utility constraints - And more...
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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
- Change Management - Service Asset & Config Management - Knowledge Management

25. Shared Services Unit
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.
Critical Success Factor
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

26. Detail the Process Manager's responsibilities
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
A structured set of activities designed to accomplish a specific objective.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

27. What is Remediation Planning?
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)
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Action taken to recover after a failed change or release.
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 -

28. What are the supplier categories??
Includes management of the component lifecycle of every CI (config item)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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.)
Strategic - Tactical - Operational - Commodity

29. What is a Resource?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Design - testing - improvements of CI's
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

30. What is governance and what does it do?

31. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A structured set of activities designed to accomplish a specific objective.
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
Services that provide customer with wanted business outcomes.

32. 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
Underpinning Contract
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A formal proposal for major changes that involve high cost - risk or org. impact.

33. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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

34. What are the seven steps to improvement?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- 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
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

35. What is ITIL?
- 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
A set of best practice publications for IT service management
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

36. How do you prioritize an incident?
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
- 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
Carry out one or more process activities
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements

37. BCM
Keep it simple - Use multi-level categorization - Use categorization for reporting
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Makes use of knowledge to create value through well-informed decisions
Business Continuity Management

38. A workload profile is also referred to as?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Definitive Media Library
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
Pattern of Business Activity (PBA)

39. What is risk?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Known Error Database
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

40. What is an incident?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- 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
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
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

41. Where is a role defined?
A role is defined in a process or function.
- 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
It comes from providing context to data - Who? - What? - When? - Where?
- Release & Deployment - Transition Planning & Support

42. What are the objectives of Event Management?
To be accountable for the operational management of the process.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
A formal proposal for major changes that involve high cost - risk or org. impact.

43. What is the Snapshot?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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 snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
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

44. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
A set of best practice publications for IT service management
Problem that has a documented root cause and workaround
Vital Business Function
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

45. What Service Transition processes primarily support the Service Transition phase?
Service Knowledge Management System
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
- Release & Deployment - Transition Planning & Support
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

46. What is the Service Design Package?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

47. What are the options of organizational structures of a service desk?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- 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
A set of best practice publications for IT service management
A service provided by an IT service provider made up of a combination of IT - people and processes.

48. What is the scope of Continual Service Improvement??
Access - Identity - Rights - Service or Service Groups - Directory Services
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Fit for purpose-the functionality of a product or service to meet a particular need.
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

49. What is the scope of the Service Asset & Config Management (SACM) process?
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
Align new/changed services with business requirements - Maximize value to the business operations
Services that are no longer available.
Includes management of the component lifecycle of every CI (config item)

50. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
A set of best practice publications for IT service management
Service Level Management
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service