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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 processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Provide overall planning for service transition and coordinate resources required for it
The services themselves - Service management processes - Technology (management of infrastructure) - People
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

2. What is a Business Case?
A role is defined in a process or function.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

3. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Configuration Item

4. What is the Snapshot?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Pattern of Business Activity (PBA)
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 config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.

5. UC
Underpinning Contract
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
It takes inputs and turn them into outputs.

6. What are the objectives of Event 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
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
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.

7. BIA
- Capability constraints - Resource constraints - Utility constraints - And more...
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Business Impact Analysis

8. What is the definition of a Service Level Agreement Monitoring Chart?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

9. What are the Service Operation Functions??
Vital Business Function
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Service Desk - Technical management - IT Operation Management - Application Management
Action taken to recover after a failed change or release.

10. What is a Business Continuity Plan?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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
Define steps required to restore business process following disruption

11. What influences the expected service?
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Preferences 2) Past experiences 3) Communications
Value of Investment
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

12. What is the scope of change?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Utility 2) Warranty
Critical Success Factor

13. What is the Information Security Policy?

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14. CI
- 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
Configuration Item
Is a request from a user for info - advice - standard change - or access to an IT service
It comes from providing context to data - Who? - What? - When? - Where?

15. Volume/Phase 3: Service Transition - What is it?
- Vendor neutral - Non prescriptive - Best practice
Service Level 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.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

16. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- 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
It covers: - design - implementation - measurement -management -improvement of service and component availability
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

17. What is the purpose of Availability Management process?
Fit for purpose-the functionality of a product or service to meet a particular need.
ensuer goals of service design stage are met with single point of coordination within this stage
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

18. What are the objectives of the Knowledge Management process??
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
Strategic - Tactical - Operational - Commodity
It covers: - design - implementation - measurement -management -improvement of service and component availability

19. What is stored in the Service Knowledge Management System (SKMS)??

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20. Detail the Process Manager's responsibilities
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Internal Service Provider - Shared Service Unit - External Service Provider

21. What is IT Service Management?
Service Level Management
The implementation and management of IT services that meet the needs of the business.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
To provide a single source of information on all operational and ready for production services.

22. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- 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
The implementation and management of IT services that meet the needs of the business.
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.

23. What are the components of IT Operations Management?
A function that reflects the part of business process that is critical to success of business
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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!
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

24. What is a Role?
The implementation and management of IT services that meet the needs of the business.
- New service - Major change to service - Removal of service - Changes to the SDP itself
Value of Investment
A set of responsibilities defined in a process and assigned to a person or team.

25. ITSM
Application support
IT Service Management
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

26. What is a Capability?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Vital Business Function
Design - testing - improvements of CI's
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

27. 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.
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) 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
Single Point Of Contact

28. What are the Change Types?
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.
Pattern 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

29. What is the purpose of Service Design??
Known Error Database
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

30. What is the purpose of Application Management?
Tangible assets
The process that obtains value for money from suppliers.
Is responsible for managing applications through their lifecycle
Service Knowledge Management System

31. What Service Transition processes primarily support the Service Transition phase?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Makes use of knowledge to create value through well-informed decisions
- Release & Deployment - Transition Planning & Support
Continual Service Improvement

32. What topics are covered in Service Strategy?
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Service Level Agreement

33. What is the scope of Request Fulfillment?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
Up to each org to decide which service requests it will handle
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

34. What is the scope of Access Management?
Application support
Executing the policies in information security management
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

35. SCMIS
Set of responsibilities - activities and authorities granted to a person or a team.
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
Service Level Management
Supplier and Contract Management Information System

36. What is the role of technical management?
After closure and it is linked to major incident review
A service asset that needs to be managed to deliver a service
Vital Business Function
- 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

37. What is risk?
Change Advisory Board
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
It defines performance and the alignment of IT services with the business.
Services that are no longer available.

38. 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)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Configuration Item
Definitive Media Library

39. How do you prioritize an incident?
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 -
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Capability constraints - Resource constraints - Utility constraints - And more...
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation

40. What is the objective of Service Strategy
Ownership regardless of escalation remains with the service desk
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
The basis for value creation including both resources and capabilities

41. What is the purpose of Continual Service Improvement?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Single Point Of Contact
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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

42. ROI
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
Return on Investment
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

43. What is the purpose of Service Strategy?

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44. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

45. What is a Process?
A set of best practice publications for IT service management
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A set of activities to accomplish an objective.
Problem that has a documented root cause and workaround

46. What is the Business Value of Service Design?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Quality Service 2) Cost-effective Services
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Pattern of Business Activity

47. What is an IT Service?
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.
Functional requirements - SLAs - benefits and design constraints
To provide a balanced view of overall service
A service provided by an IT service provider made up of a combination of IT - people and processes.

48. What are the three Service Design Agreements?

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49. Where is a role defined?
Inputs - Outputs - Activities - Measurements - Roles
A role is defined in a process or function.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

50. 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)
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
It covers: - design - implementation - measurement -management -improvement of service and component availability