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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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. Shared Services Unit
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.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To quantify the impact to the business that loss of service would have

2. What is the Service Design phase?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The phase that turns service strategy into a plan for delivering the business outcomes.
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)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

3. What are Change Management Activities?
Responsible - Accountable - Consult - Inform
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

4. What are the Capacity Sun- Processes?
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)
1) Core Publications 2) Complimentary Guidance
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

5. A capability is an _________________
intangible asset
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

6. What are the objectives of the Capacity Management process?
Supplier and Contract Management Information System
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
Business Continuity Plan

7. Name the characteristics of value
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It defines performance and the alignment of IT services with the business.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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.

8. What is the scope of Service Strategy??

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9. What is the UC?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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.
The ability to detect events - make sense of them and determine right control action
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!

10. It's part of the SKMS (service knowledge management system)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Speeds up resolution - Concern of data quality
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

11. What is Warranty?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Business Continuity Plan
1) Preferences 2) Past experiences 3) Communications

12. BCP
Business Continuity Plan
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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)

13. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial 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!
To provide best practice guidance to all types of organizations.
A service provided by an IT service provider made up of a combination of IT - people and processes.

14. What is the scope of Access Management?
Executing the policies in information security 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
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

15. What is the role of technical management?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Used to store and manage knowledge - info and data.
- 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
Is a notification that a threshold has been reached - something has changed - or a failure has occured

16. What is the purpose of the Transition Planning & Support process?
A function that reflects the part of business process that is critical to success of business
Provide overall planning for service transition and coordinate resources required for it
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) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

17. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The process in which goals and objectives of service design stage are met
A service asset that needs to be managed to deliver a service
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

18. Describe Time Scales of Incident Management

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19. What is a major incident?
- Manage access - Respond to requests for granting access - Oversee access
- 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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
The implementation and management of IT services that meet the needs of the business.

20. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Speeds up resolution - Concern of data quality

21. What is the Configuration Management System (CMS)?

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22. 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.
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.)
Provide overall planning for service transition and coordinate resources required for it
To provide and maintain a single source of info on all operational and ready to be introduced services

23. What are the objectives of Service Operation?
- 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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Similar to incident model - For problems that have an expensive solution
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

24. PBA
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Pattern of Business Activity
Critical Success Factor
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

25. What are two levels of availability?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Lifecycle wide process and relevant to all lifecycles
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

26. What is ITIL?
A set of best practice publications for IT service management
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

27. Define Patterns of Business Activity (PBA)?
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)
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

28. What does the service desk do??
By enhancing the performance of tasks and reducing the effect of constraints.
Service Desk - Technical management - IT Operation Management - Application Management
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

29. BCM
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
The system used to collect and manage Config Items (CI's)
Business Continuity Management
Define steps required to restore business process following disruption

30. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
intangible asset
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
It covers: - design - implementation - measurement -management -improvement of service and component availability

31. What does a Service Strategy define??
It covers: - design - implementation - measurement -management -improvement of service and component availability
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
ensuer goals of service design stage are met with single point of coordination within this stage
Internal Service Provider - Shared Service Unit - External Service Provider

32. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- 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
Align new/changed services with business requirements - Maximize value to the business operations

33. What are the five aspects of Service Design?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
It comes from providing context to data - Who? - What? - When? - Where?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

34. Detail the Process Manager's responsibilities
Lifecycle wide process and relevant to all lifecycles
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
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

35. ECAB
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Responsible - Accountable - Consult - Inform
To provide best practice guidance to all types of organizations.
Emergency Change Advisory Board

36. What are the objectives of Application Management?

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37. What is the Service Owner's responsibility?
Agreement between an IT service provider and another part of same organization that assists with service provision
Access - Identity - Rights - Service or Service Groups - Directory Services
Accountable for the delivery of a specific service.
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.

38. What is the purpose of Availability Management process?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

39. What is the purpose of Incident Management?
Responsible - Accountable - Consult - Inform
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
It can improve utility and warranty of services incresing value.

40. What is the Service Knowledge Management System (SKMS)?
Provide overall planning for service transition and coordinate resources required for it
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Used to store and manage knowledge - info and data.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

41. What processes does Financial Management include?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Emergency Change Advisory Board
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Budgeting - Accounting - Charging (Billing)

42. What is a Role?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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) 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
A set of responsibilities defined in a process and assigned to a person or team.

43. What are the basic concepts of Access Management?
Service Knowledge Management System
Access - Identity - Rights - Service or Service Groups - Directory Services
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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

44. What are the five stages of the Service Lifecycle?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Underpinning Contract
Is responsible for managing applications through their lifecycle
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

45. What is the purpose of the Service Asset & Config Management (SACM) process?
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
Ensure assets required to deliver service are controlled and info is available for them
After closure and it is linked to major incident review
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

46. What is the purpose of the IT Service Continuity Management (ITSCM) process?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
It takes inputs and turn them into outputs.
It's he process responsible for managing the lifecycle of all service requests from users

47. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Access - Identity - Rights - Service or Service Groups - Directory Services
A formal proposal for major changes that involve high cost - risk or org. impact.

48. CAB
- 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
A set of responsibilities defined in a process and assigned to a person or team.
Change Advisory Board

49. What are the objectives of the Transition Planning & Support process?
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

50. What is a Service Pipeline?
- Manage access - Respond to requests for granting access - Oversee access
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
All services under development - growth and Outlook.
Known Error Database