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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. What is the purpose of the supplier management process?
intangible asset
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

2. SPOC
Single Point Of Contact
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.
The level to which the service meets a customer's expectation.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

3. What are two levels of availability?
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
- 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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The ability to detect events - make sense of them and determine right control action

4. What is the purpose of Application Management?
A customer requirement for an aspect of an IT service
Is responsible for managing applications through their lifecycle
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The result of an activity following a process or the delivery of a service.

5. What are two availability management activities?
Speeds up resolution - Concern of data quality
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Supplier and Contract Management Information System
- 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

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

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7. CSF
Critical Success Factor
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Is a request from a user for info - advice - standard change - or access to an IT service

8. What is the purpose of IT Operations Management?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
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
A set of best practice publications for IT service management

9. What is ITIL?
A set of activities to accomplish an objective.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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.
A set of best practice publications for IT service management

10. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
After closure and it is linked to major incident review
A formal proposal for a change
Change Advisory Board

11. When do you conduct a major problem review?
After closure and it is linked to major incident review
Tp provide the right for users to be able to use a service or group of services
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
This is where the customer sees the actual value of the services

12. CMDB
Configuration Management Database
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
It covers: - design - implementation - measurement -management -improvement of service and component availability
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

13. What is the role of Application Management?
Accountable for the delivery of a specific service.
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc

14. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Pattern of Business Activity
Lifecycle wide process and relevant to all lifecycles
Data - Information - Knowledge - Wisdom

15. What is the Process Practitioner's responsibility?
It comes from providing context to data - Who? - What? - When? - Where?
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
Carry out one or more process activities
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

16. What are the ITSCM process activities??
By enhancing the performance of tasks and reducing the effect of constraints.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- Manage access - Respond to requests for granting access - Oversee access

17. What is a Problem Model??
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Similar to incident model - For problems that have an expensive solution
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

18. What is the purpose of Business Relationship Management??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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.
Return on Investment

19. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Qualitative and Quantitative
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

20. How do you categorize an incident?
- 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
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
Access - Identity - Rights - Service or Service Groups - Directory Services

21. What are three types of events?

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22. What are the layers of the Configuration Management System (CMS)?
Set of responsibilities - activities and authorities granted to a person or a team.
A group of people - tools and resources used to carry out a process activity.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

23. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Set of responsibilities - activities and authorities granted to a person or a team.
A set of responsibilities defined in a process and assigned to a person or team.
It's he process responsible for managing the lifecycle of all service requests from users

24. What is the purpose of Service Operation?
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
Known Error Database
It covers: - design - implementation - measurement -management -improvement of service and component availability
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

25. What is a Process?
Inputs - Outputs - Activities - Measurements - Roles
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
A structured set of activities designed to accomplish a specific objective.

26. CMS
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Configuration Management System
Accountable for the delivery of a specific service.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

27. What are the processes related to Service Design?
1) Preferences 2) Past experiences 3) Communications
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
- Change Management - Service Asset & Config Management - Knowledge Management
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

28. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
To provide a single source of information on all operational and ready for production services.
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
- 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

29. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Service Level Management
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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.

30. What are examples of Config Items?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Assets such as server licenses and software licenses.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A set of discrete facts

31. What are the objectives of the service desk??
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Inputs - Outputs - Activities - Measurements - Roles
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
It's he process responsible for managing the lifecycle of all service requests from users

32. What are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A structured set of activities designed to accomplish a specific objective.
Business Impact Analysis
The process in which goals and objectives of service design stage are met

33. What is the purpose of the Design Coordination process?
Includes management of the component lifecycle of every CI (config item)
ensuer goals of service design stage are met with single point of coordination within this stage
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Is responsible for managing applications through their lifecycle

34. What is the purpose of the Capacity Management process?
Provide overall planning for service transition and coordinate resources required for it
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Design - testing - improvements of CI's
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

35. What is the scope of the Service Design phase?
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
1) Preferences 2) Past experiences 3) Communications
It's he process responsible for managing the lifecycle of all service requests from users
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

36. SLM
Service Level Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Vital Business Function

37. What are the objectives of Access Management?
- 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
- Manage access - Respond to requests for granting access - Oversee access
Any event which disrupts - or which could disrupt - a service
1) Customer Perception 2) Customer Preference 3) Business Outcomes

38. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- 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
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

39. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Business Impact Analysis
Value of Investment
Speeds up resolution - Concern of data quality

40. What is a Change Proposal?
- 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
A formal proposal for major changes that involve high cost - risk or org. impact.
After closure and it is linked to major incident review
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

41. What is a Service Pipeline?
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
The phase that turns service strategy into a plan for delivering the business outcomes.
- Release & Deployment - Transition Planning & Support
All services under development - growth and Outlook.

42. What are two kinds of IT Services?
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
Share perspectives - ideas - experience & info to enable informed decisions
It comes from providing context to data - Who? - What? - When? - Where?
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.)

43. What are Retired Services?
Services that are no longer available.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Key Performance Indicator
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 -

44. BCP
Business Continuity Plan
A role is defined in a process or function.
Fit for purpose-the functionality of a product or service to meet a particular need.
By enhancing the performance of tasks and reducing the effect of constraints.

45. What is the UC?
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
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
Definitive Media Library
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.

46. What are the objectives of Application Management?

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47. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A group of people and the tools they use to perform one or more processes or activities.
To provide a single source of information on all operational and ready for production services.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

48. What is the RACI matrix?
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 define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A role is defined in a process or function.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

49. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
Service Level Agreement
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
Incidents never become problems. They co-exist

50. What is the scope of the seven steps to improvement?
Speeds up resolution - Concern of data quality
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
1) Core Publications 2) Complimentary Guidance
- Change Management - Service Asset & Config Management - Knowledge Management