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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the Service Level Agreement?
Change Advisory Board
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- 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

2. CMDB
Configuration Management Database
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

3. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A formal proposal for major changes that involve high cost - risk or org. impact.
Critical Success Factor

4. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- 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
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 -
A group of people and the tools they use to perform one or more processes or activities.

5. Describe the Service Level Management process.
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.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

6. What is an Alert?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Data - Information - Knowledge - Wisdom
Pattern of Business Activity

7. What is the business value of the service desk?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To provide a single source of information on all operational and ready for production services.
Executing the policies in information security management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

8. What are the objectives of the seven steps to improvement?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- 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
Governs the org's approach to Information Security 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

9. Why is ITIL successful?
Assets such as server licenses and software licenses.
To provide a single source of information on all operational and ready for production services.
- Vendor neutral - Non prescriptive - Best practice
Set of responsibilities - activities and authorities granted to a person or a team.

10. What is Value?

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11. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
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.)
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
The underlying cause of one or more failures

12. What is Data?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A set of discrete facts
- 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
Value of Investment

13. What processes does Financial Management include?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
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
- Budgeting - Accounting - Charging (Billing)
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 -

14. What are the design constraints for a service?
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
- Capability constraints - Resource constraints - Utility constraints - And more...
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

15. What are examples of Config Items?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- 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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Assets such as server licenses and software licenses.

16. What is the purpose of Business Relationship Management??
- Vendor neutral - Non prescriptive - Best practice
Qualitative and Quantitative
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

17. What is the Known Error Database (KEDB)?
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

18. What is the purpose of Availability Management process?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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.

19. When do you conduct a major problem review?
The underlying cause of one or more failures
After closure and it is linked to major incident review
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

20. What is a Service Portfolio?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity 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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

21. What is the Capacity Plan?
Tangible assets
Services that are no longer available.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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

22. What is the role of Application Management?
To provide best practice guidance to all types of organizations.
- 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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

23. What is a Service?
Business Continuity Plan
Agreement between an IT service provider and another part of same organization that assists with service provision
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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.

24. What is technical management?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

25. What are the Service Operation Functions??
Keep it simple - Use multi-level categorization - Use categorization for reporting
It takes inputs and turn them into outputs.
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
Service Desk - Technical management - IT Operation Management - Application Management

26. Describe the Information Security Management process.
To provide a balanced view of overall service
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) 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
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.

27. What is the definition of a Service Level Agreement Monitoring Chart?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Vital Business Function

28. What is the RACI matrix?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

29. SPOC
The process that supports the Business Continuity Management process by managing risks that could affect services.
Single Point Of Contact
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.
Services that provide customer with wanted business outcomes.

30. What is the definition of Service Improvement Plan?
Assets such as server licenses and software licenses.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
By enhancing the performance of tasks and reducing the effect of constraints.
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

31. KPI
Known Error Database
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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
Key Performance Indicator

32. What are the objectives of the Transition Planning & Support process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Tangible assets
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
A service provided by an IT service provider made up of a combination of IT - people and processes.

33. What are the objectives of technical management?

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34. What are the supplier categories??
Service Knowledge Management System
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Strategic - Tactical - Operational - Commodity

35. A workload profile is also referred to as?
A structured set of activities designed to accomplish a specific objective.
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
Pattern of Business Activity (PBA)
- 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

36. What is the purpose of Continual Service Improvement?
To provide a balanced view of overall service
A group of people - tools and resources used to carry out a process activity.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

37. What are the five Service Operation processes?
Lifecycle wide process and relevant to all lifecycles
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

38. What are three types of events?

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39. What is the definition of Service Level Requirements?
1) Core Publications 2) Complimentary Guidance
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
intangible asset
A customer requirement for an aspect of an IT service

40. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Fit for Purpose - The functionality of a product or service from a customer's perspective.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

41. ROI
It takes inputs and turn them into outputs.
The implementation and management of IT services that meet the needs of the business.
Return on Investment
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

42. What should Major Problem Review focus on?
- 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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Ownership regardless of escalation remains with the service desk

43. What is a workaround?
1. Business Service Catalogue 2. Technical Service Catalogue.
The process that obtains value for money from suppliers.
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

44. RFC
- Change Management - Service Asset & Config Management - Knowledge Management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Request for Change
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

45. What are Retired Services?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Services that are no longer available.
Supplier and Contract Management Information System
The process in which goals and objectives of service design stage are met

46. What are the objectives of the Change Management Process?

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47. What is the Organization Level Agreement?
Action taken to recover after a failed change or release.
Internal Service Provider - Shared Service Unit - External Service Provider
Agreement between an IT service provider and another part of same organization that assists with service provision
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

48. What is Warranty?
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

49. Detail the Process Owner's responsibilities
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.
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
The process that supports the Business Continuity Management process by managing risks that could affect services.

50. What are the objectives of the Release & Deployment Management process?
Service Knowledge Management System
Configuration Item
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) Utility 2) Warranty

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