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 is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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.
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.)


2. What is the purpose of Application Management?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Configuration Item
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Is responsible for managing applications through their lifecycle


3. What is the purpose of Service Portfolio Management?
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!
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Underpinning Contract
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


4. What are the Change Types?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


5. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
Is responsible for managing applications through their lifecycle
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Service Desk - Technical management - IT Operation Management - Application Management


6. Why do organizations use ITIL?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


7. TCO
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Total Cost of Ownership
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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


8. What characteristics does a process have?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


9. What is an IT Service?
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


10. What are the objectives of the Knowledge Management process??
Align new/changed services with business requirements - Maximize value to the business operations
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To provide a single source of information on all operational and ready for production services.
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


11. What is a workaround?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Application support
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


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

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13. What are the objectives of the seven steps to improvement?
A set of responsibilities defined in a process and assigned to a person or team.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
A service provided by an IT service provider made up of a combination of IT - people and processes.


14. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Service Desk - Technical management - IT Operation Management - Application Management
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Pattern of Business Activity (PBA)


15. What is the scope of Problem Management?
Underpinning Contract
Data - Information - Knowledge - Wisdom
The process that obtains value for money from suppliers.
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


16. What is the UC?
Information Communication Technology
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


17. What is the purpose of Business Relationship Management??
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
To provide a balanced view of overall service
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
The level to which the service meets a customer's expectation.


18. What activities support Continual Service Improvement?
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
It comes from providing context to data - Who? - What? - When? - Where?
- 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
It's he process responsible for managing the lifecycle of all service requests from users


19. What is the definition of Service Level Requirements?
Underpinning Contract
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A customer requirement for an aspect of an IT service
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


20. What are the Service Transition processes??
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- Change Management - Service Asset & Config Management - Knowledge Management
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


21. What is the Business Value of Service Strategy?
- Change Management - Service Asset & Config Management - Knowledge Management
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
It defines performance and the alignment of IT services with the business.
Governs the org's approach to Information Security Management


22. What is an incident?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
To provide a balanced view of overall service
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


23. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It takes inputs and turn them into outputs.


24. What is the purpose of the Capacity Management process?
Operation Level Agreement
A customer requirement for an aspect of an IT service
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


25. What is the Information Security Policy?

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26. How do you prioritize an incident?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Incidents never become problems. They co-exist
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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


27. What are CSF's?
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.
Access - Identity - Rights - Service or Service Groups - Directory Services
A function that reflects the part of business process that is critical to success of business
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


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

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29. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Makes use of knowledge to create value through well-informed decisions
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
Inputs - Outputs - Activities - Measurements - Roles


30. What is the purpose of ITIL Complementatry Guidance?
A service provided by an IT service provider made up of a combination of IT - people and processes.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Problem that has a documented root cause and workaround
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


31. Describe the Service Level Management process.
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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.


32. What is the scope of change?
By enhancing the performance of tasks and reducing the effect of constraints.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Executing the policies in information security management


33. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
A set of best practice publications for IT service management
- Manage access - Respond to requests for granting access - Oversee access
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


34. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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
- 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


35. What is the scope of the Transition Planning & Support process?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


36. What are the two primary elements of value?
1) Utility 2) Warranty
Pattern of Business Activity
Single Point Of Contact
Everyone except for Type III service providers (third parties)


37. What are the objectives of technical management?

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38. What is the objective of Service Strategy
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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
A formal proposal for a change


39. What is the Service Owner's responsibility?
Information Technology Infrastructure Library
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Accountable for the delivery of a specific service.
Information Communication Technology


40. What is Vital Business Functions?
Define steps required to restore business process following disruption
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A function that reflects the part of business process that is critical to success of business
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


41. What is the purpose of the Release & Deployment Management process?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
To plan - schedule & control the build - test & deployment of releases
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


42. What are the three types of services?
- 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
Continual Service Improvement
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)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


43. What does a process do?
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
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
It takes inputs and turn them into outputs.
Includes management of the component lifecycle of every CI (config item)


44. What is the scope of Service Operation??
A service asset that needs to be managed to deliver a service
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Quality Service 2) Cost-effective Services


45. What is the CSI approach?

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46. What are the objectives of the Service Design phase?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Pattern of Business Activity (PBA)
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 services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


47. What is the configuration baseline?
Services that are no longer available.
- 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
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.
Data - Information - Knowledge - Wisdom


48. What are the five stages of the Service Lifecycle?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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.)


49. What is Utilitiy?

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50. What is Emergency Change Advisory Board (ECAB)?
Tangible assets
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.
Share perspectives - ideas - experience & info to enable informed decisions
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