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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 are the objectives of technical management?

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2. What is Utilitiy?

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3. What is the business value of the service desk?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Manage access - Respond to requests for granting access - Oversee access
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The underlying cause of one or more failures

4. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- 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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

5. What are the components of the ITIL framework?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
1) Core Publications 2) Complimentary Guidance
- Manage access - Respond to requests for granting access - Oversee access
Underpinning Contract

6. CI
Data - Information - Knowledge - Wisdom
Speeds up resolution - Concern of data quality
Configuration Item
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

7. What types of metrics are there and what are they??

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8. What is the Service Owner's responsibility?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Accountable for the delivery of a specific service.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Keep it simple - Use multi-level categorization - Use categorization for reporting

9. What processes interfaces with Problem Management?
Service Asset and Configuration Management
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step

10. What is an IT Service?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Speeds up resolution - Concern of data quality
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

11. Why is automation of technology and architecture beneficial?
By enhancing the performance of tasks and reducing the effect of constraints.
Operation Level Agreement
It can improve utility and warranty of services incresing value.
Pattern of Business Activity

12. What is the purpose of the Design Coordination process?
ensuer goals of service design stage are met with single point of coordination within this stage
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

13. What is the Service Level Agreement?
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.
- Capability constraints - Resource constraints - Utility constraints - And more...
A formal proposal for a change
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

14. What is the scope of Request Fulfillment?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Utility 2) Warranty
Up to each org to decide which service requests it will handle

15. What is the purpose of Service Transition?
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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Is responsible for managing applications through their lifecycle

16. SLM
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
A function that reflects the part of business process that is critical to success of business
The process that supports the Business Continuity Management process by managing risks that could affect services.
Service Level Management

17. RFC
Request for Change
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

18. What are the two types of Service Catalogues?
The level to which the service meets a customer's expectation.
Business Continuity Management
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
1. Business Service Catalogue 2. Technical Service Catalogue.

19. What is the purpose of the supplier management process?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
By enhancing the performance of tasks and reducing the effect of constraints.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

20. What are KPI's?
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)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Application support
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

21. What should Major Problem Review focus on?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To provide and maintain a single source of info on all operational and ready to be introduced services
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

22. VBF
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)
Vital Business Function
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Change Advisory Board

23. What is the purpose of ITIL Core Publications?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
Services that provide customer with wanted business outcomes.
To provide best practice guidance to all types of organizations.

24. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
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
To plan - schedule & control the build - test & deployment of releases
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

25. What is the purpose of the Capacity Management process?
It can improve utility and warranty of services incresing value.
A service provided by an IT service provider made up of a combination of IT - people and processes.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It comes from providing context to data - Who? - What? - When? - Where?

26. ITIL
Information Technology Infrastructure Library
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Service Knowledge Management System
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

27. What is the purpose of Service Portfolio Management?
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

28. What is Knowledge?
A formal proposal for a change
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The level to which the service meets a customer's expectation.
Definitive Media Library

29. What is the purpose of Business Impact Analysis (BISA?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To quantify the impact to the business that loss of service would have

30. What is the scope of the Service Level Management process?
It can improve utility and warranty of services incresing value.
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
It's he process responsible for managing the lifecycle of all service requests from users

31. What interfacing processes are associated with Incident Management??
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
A formal proposal for major changes that involve high cost - risk or org. impact.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

32. What is an Outcome?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The result of an activity following a process or the delivery of a service.
Lifecycle wide process and relevant to all lifecycles

33. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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 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
Carry out one or more process activities

34. How do services facilitate outcomes?
1) Core Publications 2) Complimentary Guidance
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Return on Investment
By enhancing the performance of tasks and reducing the effect of constraints.

35. Internal Service Provider
A service provider which functions within the business units they server.
- 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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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 -

36. What are the objectives of Request Fulfillment?
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.
- 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
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)
It defines performance and the alignment of IT services with the business.

37. What is the objective of Service Strategy
A set of activities to accomplish an objective.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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

38. Detail the Service Owner's repsonsibility.
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
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
- 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

39. Where is a role defined?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A role is defined in a process or function.
Operation Level Agreement

40. What is ITIL?
A set of best practice publications for IT service management
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
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
Ownership regardless of escalation remains with the service desk

41. Resources are _____
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Tangible assets

42. What is the purpose of Problem Management?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Utility 2) Warranty

43. What is the content of a Business Case?
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
This is where the customer sees the actual value of the services

44. Who should the Information Security Policy be communicated to?
The process to ensure that the level of availability in services needs agrees with the required needs
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Everyone except for Type III service providers (third parties)

45. What is a Process?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- 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
A set of activities to accomplish an objective.
The phase that turns service strategy into a plan for delivering the business outcomes.

46. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Define steps required to restore business process following disruption
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A structured set of activities designed to accomplish a specific objective.

47. What is the CSI approach?

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48. SCMIS
Supplier and Contract Management Information System
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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 -

49. What is the role of technical management?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Fit for purpose-the functionality of a product or service to meet a particular need.
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

50. When do you conduct a major problem review?
To control lifecycle of all changes to be made with minimal disruption to services
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
After closure and it is linked to major incident review
The process that supports the Business Continuity Management process by managing risks that could affect services.