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ITIL

Subjects : certifications, itil, it-skills

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Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is a Business Continuity Plan?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Define steps required to restore business process following disruption
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

2. What two processes is Problem Management made up of?
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)
Service Knowledge Management System
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To control lifecycle of all changes to be made with minimal disruption to services

3. TCO
- Capability constraints - Resource constraints - Utility constraints - And more...
Total Cost of Ownership
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

4. What is the purpose of Service Transition?
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Ownership regardless of escalation remains with the service desk
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

5. What actvities does Business Relationship Management Activities refer to?
Vital Business Function
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To provide a single source of information on all operational and ready for production services.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

6. What are the processes related to Service Design?
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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A role is defined in a process or function.

7. What is Emergency Change Advisory Board (ECAB)?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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.
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.
- Budgeting - Accounting - Charging (Billing)

8. What is the definition of a Service Level Agreement Monitoring Chart?
After closure and it is linked to major incident review
Access - Identity - Rights - Service or Service Groups - Directory Services
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

9. What are the objectives of Access Management?
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.
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Critical Success Factor
- Manage access - Respond to requests for granting access - Oversee access

10. BCP
Business Continuity Plan
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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
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

11. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- 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
Includes management of the component lifecycle of every CI (config item)
Align new/changed services with business requirements - Maximize value to the business operations

12. What are four Service Level Agreement Frameworks??
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The implementation and management of IT services that meet the needs of the business.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

13. What is the scope of the seven steps to improvement?
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
Any event which disrupts - or which could disrupt - a service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Change Advisory Board

14. When do you conduct a major problem review?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Inputs - Outputs - Activities - Measurements - Roles
After closure and it is linked to major incident review

15. CI
Configuration Item
It's he process responsible for managing the lifecycle of all service requests from users
Return on Investment
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

16. What is a Service Pipeline?
All services under development - growth and Outlook.
Supplier and Contract Management Information System
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.
Vital Business Function

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

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18. What is a Process Owner's responsibility?
Operation Level Agreement
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.
The level to which the service meets a customer's expectation.

19. Internal Service Provider
A service provider which functions within the business units they server.
A service asset that needs to be managed to deliver a service
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

20. What is a Config Item (CI)?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
A service asset that needs to be managed to deliver a service
Strategic - Tactical - Operational - Commodity

21. Describe the Capacity Management process.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

22. What are three types of events?

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23. What are the Incident Management activities??
Known Error Database
To control lifecycle of all changes to be made with minimal disruption to services
Tp provide the right for users to be able to use a service or group of services
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 -

24. What processes are related to of Service Operation??
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

25. What is Remediation Planning?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Action taken to recover after a failed change or release.

26. What are the components of IT Operations Management?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Internal Service Provider - Shared Service Unit - External Service Provider
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Application support

27. What is a Service?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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

28. RFC
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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
Request for Change
intangible asset

29. Why do organizations use ITIL?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
Information Technology Infrastructure Library
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.

30. Describe the Service Level Management process.
Information Communication Technology
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A customer requirement for an aspect of an IT service

31. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Business Continuity Plan
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

32. What is an Outcome?
IT Service Management
A structured set of activities designed to accomplish a specific objective.
The result of an activity following a process or the delivery of a service.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

33. ITSM
Service Level Management
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
IT Service Management
ensuer goals of service design stage are met with single point of coordination within this stage

34. What activities support Continual Service Improvement?
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
Vital Business Function
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
- 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

35. What should Major Problem Review focus on?
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.
Configuration Management System
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

36. What are the two primary elements of value?
1) Utility 2) Warranty
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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.

37. CAM
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
Change Advisory Board
Configuration Management Database
Executing the policies in information security management

38. What is the scope of the Release & Deployment Management process?
Assets such as server licenses and software licenses.
Change Advisory Board
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Includes the processes - systems & functions to package - build - test and deploy a release in live use

39. What is the Process Manager's responsibility?
Executing the policies in information security management
To be accountable for the operational management of the process.
The implementation and management of IT services that meet the needs of the business.
1. Business Service Catalogue 2. Technical Service Catalogue.

40. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Agreement between an IT service provider and another part of same organization that assists with service provision
- Vendor neutral - Non prescriptive - Best practice

41. SCMIS
Set of responsibilities - activities and authorities granted to a person or a team.
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
Supplier and Contract Management Information System
A service provided by an IT service provider made up of a combination of IT - people and processes.

42. What are the ISM concepts?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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)

43. It's part of the SKMS (service knowledge management system)
Carry out one or more process activities
Configuration Management System
Speeds up resolution - Concern of data quality
A formal proposal for major changes that involve high cost - risk or org. impact.

44. What are two levels of availability?
The implementation and management of IT services that meet the needs of the business.
Provide overall planning for service transition and coordinate resources required for it
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Business Continuity Management

45. What is the business value of Continual Service Improvement?
A formal proposal for major changes that involve high cost - risk or org. impact.
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1) Preferences 2) Past experiences 3) Communications

46. What is the purpose of Continual Service Improvement?
A group of people and the tools they use to perform one or more processes or activities.
A formal proposal for major changes that involve high cost - risk or org. impact.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- New service - Major change to service - Removal of service - Changes to the SDP itself

47. BCM
Business Continuity Management
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc

48. What is the purpose of Service Catalogue Management?
Single Point Of Contact
Configuration Management Database
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To provide a single source of information on all operational and ready for production services.

49. What is Service Management?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- 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
It can identify weaknesses or areas of improvements.

50. What is the definition of a Service Review?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A formal proposal for a change
Define steps required to restore business process following disruption

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