ITIL

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 processes are related to of Service Operation??
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
A formal proposal for major changes that involve high cost - risk or org. impact.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Vital Business Function


2. Internal Service Provider
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Core Publications 2) Complimentary Guidance
A service provider which functions within the business units they server.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


3. What does a Release Policy include?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Definitive Media Library
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


4. Define Patterns of Business Activity (PBA)?
It's he process responsible for managing the lifecycle of all service requests from users
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Service Desk - Technical management - IT Operation Management - Application Management


5. What are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Single Point Of Contact
- Change Management - Service Asset & Config Management - Knowledge Management


6. What are the objectives of the Capacity Management process?
Request for Change
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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
Configuration Management Database


7. What are the three Service Design Agreements?

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8. What are the objectives of Application Management?

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9. What are the technical management groups?
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
- 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
Internal Service Provider - Shared Service Unit - External Service Provider
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


10. Describe the Capacity Management process.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Speeds up resolution - Concern of data quality
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


11. What are the objectives of Problem Management?
Carry out one or more process activities
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Accountable for the delivery of a specific service.


12. What actvities does Business Relationship Management Activities refer to?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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


13. What is a Service Pipeline?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A formal proposal for major changes that involve high cost - risk or org. impact.
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
All services under development - growth and Outlook.


14. What are the objectives of the Release & Deployment Management process?
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 -
1) Quality Service 2) Cost-effective Services
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
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.


15. What are the two types of Service Catalogues?
Responsible - Accountable - Consult - Inform
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)
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1. Business Service Catalogue 2. Technical Service Catalogue.


16. What are the processes related to Service Design?
Align new/changed services with business requirements - Maximize value to the business operations
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.
Is responsible for managing applications through their lifecycle
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


17. What are the four Service Operation functions?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
It defines performance and the alignment of IT services with the business.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


18. OLA
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)
Operation Level Agreement
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
Set of responsibilities - activities and authorities granted to a person or a team.


19. What are two kinds of IT Services?
intangible asset
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.)


20. What is the scope of Service Strategy??

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21. What are the two primary elements of value?
It takes inputs and turn them into outputs.
It's he process responsible for managing the lifecycle of all service requests from users
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
1) Utility 2) Warranty


22. What are the objectives of the Service Level Management process?
The process in which goals and objectives of service design stage are met
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
Problem that has a documented root cause and workaround
It's he process responsible for managing the lifecycle of all service requests from users


23. VBF
Strategic - Tactical - Operational - Commodity
A group of people - tools and resources used to carry out a process activity.
Set of responsibilities - activities and authorities granted to a person or a team.
Vital Business Function


24. What is the purpose of the Transition Planning & Support process?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Provide overall planning for service transition and coordinate resources required for it
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
Fit for purpose-the functionality of a product or service to meet a particular need.


25. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- 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
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
It covers: - design - implementation - measurement -management -improvement of service and component availability


26. What are the three types of Service Providers??
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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
A group of people and the tools they use to perform one or more processes or activities.
Internal Service Provider - Shared Service Unit - External Service Provider


27. What are the supplier categories??
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
Strategic - Tactical - Operational - Commodity
Up to each org to decide which service requests it will handle
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business


28. What is a workaround?
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.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


29. CAM
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Change Advisory Board


30. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


31. ITIL
Business Impact Analysis
Information Technology Infrastructure Library
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.
- 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


32. CAB
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Change Advisory Board
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Tangible assets


33. ICT
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Share perspectives - ideas - experience & info to enable informed decisions
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Information Communication Technology


34. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
- Capability constraints - Resource constraints - Utility constraints - And more...
Request for Change
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 -


35. What is an Outcome?
The result of an activity following a process or the delivery of a service.
Pattern of Business Activity
Governs the org's approach to Information Security Management
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


36. What is the purpose of Availability Management process?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Services that provide customer with wanted business outcomes.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


37. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
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
Supplier and Contract Management Information System
The process to ensure that the level of availability in services needs agrees with the required needs


38. What are the objectives of the Service Asset & Config Management (SACM) process??

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39. What are the 4 levels of service provision expectations?

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40. What is the content of a Business Case?
Any event which disrupts - or which could disrupt - a service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Similar to incident model - For problems that have an expensive solution
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


41. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
Supplier and Contract Management Information System
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


42. What is availability?
A set of best practice publications for IT service 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.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service Desk - Technical management - IT Operation Management - Application Management


43. Detail the Process Owner's responsibilities
It comes from providing context to data - Who? - What? - When? - Where?
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
The level to which the service meets a customer's expectation.
To plan - schedule & control the build - test & deployment of releases


44. What is the Process Manager's responsibility?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
To be accountable for the operational management of the process.
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.
Information Technology Infrastructure Library


45. What is a major incident?
Service Level Agreement
Responsible - Accountable - Consult - Inform
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Lifecycle wide process and relevant to all lifecycles


46. What is the purpose of Service Strategy?

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47. What is the scope of the seven steps to improvement?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


48. What is the purpose of Change Management?
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.
To control lifecycle of all changes to be made with minimal disruption to services
- 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
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.


49. What is the Service Knowledge Management System (SKMS)?
Ensure assets required to deliver service are controlled and info is available for them
Used to store and manage knowledge - info and data.
Pattern of Business Activity
The process in which goals and objectives of service design stage are met


50. What is the purpose of Problem Management?
- 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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Request for Change
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures