No IT Service Management awareness< scoring range: 1 - 5 >
< your score:"; var low2 = ">
No IT Service Management awareness (at least not within the ITIL best practices framework). Do you miss your sleep? You are at high risk of having inefficient service management organizations, processes, and tools and probably suffer from many sleepless nights. You are simultaneously at a high risk of spending far too much money in service management. You probably need to identify a team or at least an individual with responsibility for service management. You need to invest in tools, processes, and skills that will give your infrastructure the capability to ensure high quality end-to-end services. These steps will allow you to develop the beginnings of quality service management for your customers.
< Close Window >
"; var med1 = "
Better than Nothing< scoring range: 6 - 10 >
< your score:"; var med2 = ">
Better than Nothing. Are you a fireman? You may not be suffering from sleepless nights, but you probably spend plenty of time putting out fires. Even if your organization doesn?t live by the descriptions in this quiz, you at least have an understanding of the way things might be. Now is the time to start building service management organizations and ensuring service management process frameworks are being implemented. Basic reporting must be distributed to senior management, development groups, and possibly financial groups.
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"; var high1 = "Sufficient Service Management Processes in Place
Expert < scoring range: 11 - 15 >
< your score: "; var high2 = ">
Sufficient Service Management Processes in Place. Congratulations, you probably have a sufficient service management approach that works for you. However, you bear high risk of suffering from many individual process or tools failures and can still suffer from the death of ?a thousand cuts?. At the other extreme, you may be overspending on resources because of poor organizational structure or inefficient processes and tools. You should undertake doing a gap analysis to precisely identify shortcomings in your current organization, tools, and processes. Then you can develop a plan to fix those shortcomings. In particular, you should examine your current infrastructure carefully.
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"; var realhigh1 = "World-Class Capacity Management
Visionary < scoring range: 16 - 20 >
< your score: "; var realhigh2 = ">
World-Class Capacity Management. You are good! Congratulations, you have an organization that does things well, you know ITIL, or you are a good test taker with a load of common sense. You may have little or no risk of suffering from poor service support and service delivery processes. You might also suffer from minor irritants and now is just the time to optimize your service support or service delivery processes or tools. Good Luck!
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IT Exam: Test Your Knowledge of IT Service Management

What is IT Service Management? This quiz is designed to help you test your skills and measure the current state of ITSM at your organization. It will also provide you with some insight on where you need to progress. The source material used here comes from the IT Infrastructure Library (ITILTM), a widely recognized collection of service management best practices. Greenwich Technology Partners has been a planner and implementation leader in ITSM and Enterprise Management for many years, advocating responsible expenditure of resources.


Created by:
Marlin Ness, GTP Solution Manager and Enterprise Management Practice Director, Greenwich Technology Partners (GTP)
mness@greenwichtech.com
and
Dan Stavola, Master's Level ITIL Certified Managing Consultant, GTP
fstavola@greenwichtech.com

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Would you like to have Greenwich contact you for further information or assistance with this topic?
Name
Company
Email
1. What does ITIL mean to you?
  • A UNIX utility.
  • A training program we all went through, but couldn?t practically implement.
  • Something we will implement next year because it?s just too big.
  • A framework that could be used to solve operations issues right now.
2. What is the ITIL? ITL:
  • Was created in the late 1980s by and for a UK government agency.
  • Is a non-proprietary, comprehensive, and consistent ?body of knowledge?.
  • Is a vendor neutral, best practice, de facto standard.
  • Provides a set of guidelines and identifies all the key processes and frameworks for managing IT services.
  • Seeks to align the business organization with IT goals.
  • Delineates between the processes that support Service Delivery and those that are Service Support focused.
  • Is the most recognized and most widely adopted collection of service management best practices.
  • All of the above.
3. What does ITSM mean to you?
  • IT Serving Me: Ensuring sufficient service support to keep my job.
  • Helping all of my IT buddies when they need help.
  • Doing what I do best.
  • The principles and practices of designing, delivering and maintaining IT services, to an agreed level of quality, in support of a Customer activity.
4. What are the core components of ITIL based IT Service Management (ITSM)?
  • Service Support and Service Delivery
  • Capacity on Demand
  • Total Enterprise IT Resource Management
  • All of the above
5. Which area does not fall under the ITIL Service Support?
  • Service Desk
  • Configuration Management
  • Change Management
  • Incident Management
  • Problem Management
  • Money Management
6. Which process does not fall under ITIL Service Delivery?
  • Service Level Management
  • Availability Management
  • Capacity Management
  • Financial Management for IT Services
  • IT Service Continuity Management
  • Systems Delivery Management
7. Have you defined roles and responsibilities of your internal organizations in any workflow related to ITSM processes?
  • Yes, we have well-documented roles and responsibilities.
  • Sometimes.
  • We make them up as we go along, as people cycle in and out of the organization, on an ad-hoc basis, and based on skill sets of the people we move.
  • No.
8. Who do you have acting as the central point of contact between the user and IT Service Management to help with incidents and requests and provide an interface for change, problem, configuration and release management, as well as service level management, and IT service continuity management?
  • Me?
  • My boss and then me.
  • The engineering group; because they started it all.
  • Our 'world class' service (help) desk.
9. Which of the following is not usually considered an incident?
  • Application unavailable or in error
  • The cafeteria dysentery incident
  • Hardware outages or constrained use
  • Service requests for information or assistance
10. Do you have products and tools with overlapping functionality supporting for Incident Management, Problem Management, and the Service Desk?
  • Some; generally we like silos
  • No, they are completely mutually exclusive.
  • No, we have one well integrated tool that supports these, as well as configuration, change, and release management.
  • Many, but their roles in the overall architecture are not well-defined.
11. Which of the following is a critical success factor for successfully managing incidents?
  • Plenty of resources from every functional area to be on the call.
  • A lot of money to buy the replacement hardware or software.
  • An up-to-date configuration management database.
  • High availability.
12. Reducing the impact from incidents and problems caused by errors in the IT environment and ensuring they never happen again is called what?
  • High availability management
  • Success management
  • Problem management
  • Leadership management
13. Configuration Management:
  • Is used to account for all of our IT assets.
  • Is used to forecast the business growth during the budget cycle when we do the budget cycle.
  • Helps implement resource thresholds on an annual basis.
  • Is part of threat analysis during the risk management process of IT Service Continuity Management.
14. My organization has a change management system that:
  • Works when I do.
  • Is standardized and very efficient in handling changes in order to minimize impacts from incidents.
  • Is very flexible so that we can all make our changes whenever we want.
  • Announces organizational change on a routine basis, but not necessarily changes to the IT environment.
15. Change management:
  • Is concerned with controlling change to all configuration items within the production environment and ensures standards are in place for managing changes.
  • Has never caused an incident in my organization.
  • Does not include hardware and software change.
  • Includes tuning activities to make effective use of capacity.
16. My organization's service level management process:
  • Routinely waits for user complaints before activating.
  • Maintains and gradually improves business aligned IT service quality, service levels, or levels of service.
  • Relies on me to get the service levels to a sufficient level.
  • Is something I have never heard about.
17. My company uses Financial Management for IT Services to:
  • Wait as long as we can, so we can get things cheaper.
  • Provide cost effective stewardship of IT assets.
  • Ensure high availability of our storage systems.
  • Kick-off our project management meetings.
18. Initiating Business Continuity Management, a Business Impact Assessment, a Business Continuity Strategy, and Implementing Risk Reduction measures are all part of:
  • Availability Management
  • Capacity Management
  • Spousal Management
  • IT Service Continuity Management
19. Availability management is all about:
  • Meeting management
  • Sleep management
  • Optimizing the capability of the IT infrastructure and support organization.
  • Continuously reviewing and improving the budget.
20. How do you know that there is a capacity issue in your infrastructure?
  • Our users call us to let us know.
  • There is a threshold trigger event on our network monitoring console.
  • The issues are identified and addressed proactively based on trending or modeling analysis and through effectiveness reviews.
  • I just know these things.