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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. Technical and Application Management are involved in ___________________

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2. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
- Capability constraints - Resource constraints - Utility constraints - And more...
Ownership regardless of escalation remains with the service desk
The ability to detect events - make sense of them and determine right control action

3. Resources are _____
Tangible assets
Similar to incident model - For problems that have an expensive solution
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

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

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5. What are the options of organizational structures of a service desk?
Access - Identity - Rights - Service or Service Groups - Directory Services
- 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
- 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
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

6. What is the purpose of Service Design??
Is responsible for managing applications through their lifecycle
Design - testing - improvements of CI's
A function that reflects the part of business process that is critical to success of business
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

7. What is Warranty?
- 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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
Set of responsibilities - activities and authorities granted to a person or a team.

8. DML
Qualitative and Quantitative
1) Core Publications 2) Complimentary Guidance
Definitive Media Library
Inputs - Outputs - Activities - Measurements - Roles

9. What is Emergency Change Advisory Board (ECAB)?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.
Action taken to recover after a failed change or release.
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

10. What are the objectives of the Knowledge Management process??
A customer requirement for an aspect of an IT service
ensuer goals of service design stage are met with single point of coordination within this stage
Change Advisory Board
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. BCM
Business Continuity Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

12. What is a Service Pipeline?
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
The result of an activity following a process or the delivery of a service.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
All services under development - growth and Outlook.

13. How do you prioritize an incident?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
Key Performance Indicator
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

14. What processes does the Change Management process interface with?
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

15. What are the Incident Management activities??
Assets such as server licenses and software licenses.
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 -
- Manage access - Respond to requests for granting access - Oversee access
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

16. Why is ITIL successful?
- 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 plan - schedule & control the build - test & deployment of releases
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.
- Vendor neutral - Non prescriptive - Best practice

17. DIKW
Data - Information - Knowledge - Wisdom
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- Release & Deployment - Transition Planning & Support
Provide overall planning for service transition and coordinate resources required for it

18. What are the five stages of the Service Lifecycle?
A set of discrete facts
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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
- 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

19. CMDB
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Configuration Management Database
The services themselves - Service management processes - Technology (management of infrastructure) - People

20. What is the CSI register?
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Configuration Item
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.

21. What is the content of a Business Case?
- Capability constraints - Resource constraints - Utility constraints - And more...
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- 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

22. CMS
A formal proposal for major changes that involve high cost - risk or org. impact.
Services that are no longer available.
Configuration Management System
Change Advisory Board

23. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
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)
Application support
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

24. What are the objectives of the Service Design phase?
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.)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
- Manage access - Respond to requests for granting access - Oversee access

25. What is the definition of Service Improvement Plan?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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 -
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Set of responsibilities - activities and authorities granted to a person or a team.

26. Describe the Supplier Management process.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Problem that has a documented root cause and workaround
A service provider which functions within the business units they server.
The process that obtains value for money from suppliers.

27. What is the purpose of Continual Service Improvement?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A set of best practice publications for IT service management
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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

28. What Service Transition processes primarily support the Service Transition phase?
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
- Release & Deployment - Transition Planning & Support
Information Technology Infrastructure Library
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

29. BIA
Strategic - Tactical - Operational - Commodity
Business Impact Analysis
Total Cost of Ownership
After closure and it is linked to major incident review

30. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Data - Information - Knowledge - Wisdom

31. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It can identify weaknesses or areas of improvements.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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. SKMS
intangible asset
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.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Service Knowledge Management System

33. What are two availability management activities?
Share perspectives - ideas - experience & info to enable informed decisions
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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.

34. What is a Process Owner's responsibility?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Service Level Agreement
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

35. What are the objectives of Incident Management?
To quantify the impact to the business that loss of service would have
- 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
The ability to detect events - make sense of them and determine right control action
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

36. What are the five Service Operation processes?
It covers: - design - implementation - measurement -management -improvement of service and component availability
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
IT Service Management
Vital Business Function

37. What is the purpose of Problem Management?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Service Level Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

38. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A structured set of activities designed to accomplish a specific objective.

39. RACI
- 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
Responsible - Accountable - Consult - Inform
- Vendor neutral - Non prescriptive - Best practice
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

40. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

41. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- 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

42. What are three types of events?

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43. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
Operation Level Agreement
Known Error Database
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

44. What is the purpose of Service Strategy?

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45. What two processes is Problem Management made up of?
Application support
Used to store and manage knowledge - info and data.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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)

46. What are the Service Strategy processes and functions?
- 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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
It can improve utility and warranty of services incresing value.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

47. CI
Configuration Item
Includes management of the component lifecycle of every CI (config item)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

48. What are CSF's?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Underpinning Contract
1) Core Publications 2) Complimentary Guidance
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

49. A capability is an _________________
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A group of people and the tools they use to perform one or more processes or activities.
intangible asset
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

50. SPOC
1. Business Service Catalogue 2. Technical Service Catalogue.
Single Point Of Contact
To be accountable for the operational management of the process.
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