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 are the 4 levels of service provision expectations?

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2. IT Ops and Application Management are involved in _____________________
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Application support
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 -
To be accountable for the operational management of the process.


3. What are the objectives of technical management?

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4. What are the three types of Service Providers??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Internal Service Provider - Shared Service Unit - External Service Provider
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


5. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Executing the policies in information security management
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Makes use of knowledge to create value through well-informed decisions


6. What is the Process Practitioner's responsibility?
A structured set of activities designed to accomplish a specific objective.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Carry out one or more process activities


7. What should an incident model include??
A set of best practice publications for IT service management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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


8. What is risk?
Qualitative and Quantitative
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- Release & Deployment - Transition Planning & Support


9. What are some Service Level Management Activities?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
To provide a balanced view of overall service


10. ITSM
A set of responsibilities defined in a process and assigned to a person or team.
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
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
IT Service Management


11. What are the two primary elements of value?
Responsible - Accountable - Consult - Inform
A set of activities to accomplish an objective.
1) Utility 2) Warranty
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


12. Describe the Supplier Management process.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
The process that obtains value for money from suppliers.
A service asset that needs to be managed to deliver a service


13. What is a Service Pipeline?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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
All services under development - growth and Outlook.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


14. DML
- Capability constraints - Resource constraints - Utility constraints - And more...
- Budgeting - Accounting - Charging (Billing)
Definitive Media Library
Known Error Database


15. What are the two types of customers?
Is responsible for managing applications through their lifecycle
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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)
Service Level Agreement


16. What should Major Problem Review focus on?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
The process that supports the Business Continuity Management process by managing risks that could affect services.
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


17. What is the purpose of Application 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
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
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Is responsible for managing applications through their lifecycle


18. Detail the Service Owner's repsonsibility.
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- 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
- 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


19. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Operation Level Agreement
Configuration Item
Vital Business Function


20. What is a basline measurement?
Business Continuity Plan
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Emergency Change Advisory Board
Definitive Media Library


21. What is a Config Item (CI)?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A service asset that needs to be managed to deliver a service
This is where the customer sees the actual value of the services
Service Level Management


22. What is the purpose of Business Relationship Management??
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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.
Change Advisory Board
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


23. What is the scope of the Capacity Management process?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


24. What does process definitions describe??
Ownership regardless of escalation remains with the service desk
Inputs - Outputs - Activities - Measurements - Roles
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
Configuration Item


25. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Incidents never become problems. They co-exist
Configuration Management System


26. SKMS
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A structured set of activities designed to accomplish a specific objective.
Service Knowledge Management System
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


27. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
1) Quality Service 2) Cost-effective Services
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Responsible - Accountable - Consult - Inform


28. What is the scope of Service Operation??
Services that provide customer with wanted business outcomes.
1) Preferences 2) Past experiences 3) Communications
The services themselves - Service management processes - Technology (management of infrastructure) - People
Is a request from a user for info - advice - standard change - or access to an IT service


29. What is an incident?
Services that are no longer available.
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
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
- New service - Major change to service - Removal of service - Changes to the SDP itself


30. It's part of the SKMS (service knowledge management system)
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
Services that provide customer with wanted business outcomes.
- 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
Speeds up resolution - Concern of data quality


31. What is a Process?
The process that obtains value for money from suppliers.
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
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 structured set of activities designed to accomplish a specific objective.


32. What is a Service Catalogue?
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.
Access - Identity - Rights - Service or Service Groups - Directory Services
Accountable for the delivery of a specific service.
Fit for purpose-the functionality of a product or service to meet a particular need.


33. What is the Service Design phase?
Is a request from a user for info - advice - standard change - or access to an IT service
It can identify weaknesses or areas of improvements.
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.
The phase that turns service strategy into a plan for delivering the business outcomes.


34. What are the objectives of Request Fulfillment?
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!
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- 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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


35. What are three types of events?

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36. What is the business value of the service desk?
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
- 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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire


37. What is the purpose of Change Management?
A service asset that needs to be managed to deliver a service
To control lifecycle of all changes to be made with minimal disruption to services
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


38. UC
Underpinning Contract
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


39. What are the objectives of Service Transition?
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
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 -
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 provide guidance for specific to industry sectors - org types - operating models and technology architectures.


40. What are the ISM concepts?
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.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
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.)


41. What are the objectives of the Change Management Process?

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42. What is the purpose of the Information Security Management (ISM) process?

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43. What is a Business Case?
To be accountable for the operational management of the process.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


44. VOI
A group of people - tools and resources used to carry out a process activity.
- 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
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
Value of Investment


45. How do you categorize an incident?
Lifecycle wide process and relevant to all lifecycles
Definitive Media Library
The implementation and management of IT services that meet the needs of the business.
Keep it simple - Use multi-level categorization - Use categorization for reporting


46. RFC
Incidents never become problems. They co-exist
Request for Change
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


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

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48. What is the purpose of Access Management?
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.
Service Level Management
Inputs - Outputs - Activities - Measurements - Roles
Tp provide the right for users to be able to use a service or group of services


49. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
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.
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 -


50. Volume/Phase 3: Service Transition - What is it?
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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
The implementation and management of IT services that meet the needs of the business.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained