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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 processes does the Change Management process interface with?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Governs the org's approach to Information Security Management
Design - testing - improvements of CI's

2. What communication is part of Service Operation?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Used to store and manage knowledge - info and data.
Service Asset and Configuration Management

3. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Return on Investment
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
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 -

4. What should Major Problem Review focus on?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

5. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
After closure and it is linked to major incident review

6. What is Change?
- Capability constraints - Resource constraints - Utility constraints - And more...
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Addition - modification - removal of anything that could have an effect on IT services

7. Why is ITIL successful?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
- Vendor neutral - Non prescriptive - Best practice
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
Assets such as server licenses and software licenses.

8. What is a Change Proposal?
A group of people - tools and resources used to carry out a process activity.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A formal proposal for a change
A formal proposal for major changes that involve high cost - risk or org. impact.

9. PBA
To control lifecycle of all changes to be made with minimal disruption to services
Pattern of Business Activity
Keep it simple - Use multi-level categorization - Use categorization for reporting
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

10. What are KPI's?
Service Knowledge Management System
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)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A formal proposal for a change

11. What is the purpose of the Knowledge Management process?
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 Level Agreement
Share perspectives - ideas - experience & info to enable informed decisions
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

12. CSF
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Critical Success Factor

13. What is a Process?
Value of Investment
Application support
A set of activities to accomplish an objective.
Is a request from a user for info - advice - standard change - or access to an IT service

14. Internal Service Provider
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
A service provider which functions within the business units they server.
It can improve utility and warranty of services incresing value.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

15. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

16. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Single Point Of Contact
Total Cost of Ownership
1) Preferences 2) Past experiences 3) Communications

17. What Service Transition processes support all lifecycle phases?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- 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
- Change Management - Service Asset & Config Management - Knowledge Management
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

18. What drives service design?
Used to store and manage knowledge - info and data.
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
Functional requirements - SLAs - benefits and design constraints
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

19. Why do organizations use ITIL?
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.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

20. What are four Service Level Agreement Frameworks??
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Addition - modification - removal of anything that could have an effect on IT services

21. What are the objectives of technical management?

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22. Shared Services Unit
A service provider which functions within the business units they server.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To control lifecycle of all changes to be made with minimal disruption to 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.

23. What are CSF's?
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Data - Information - Knowledge - Wisdom
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

24. What levels are baselines established at?

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25. CI
Configuration Item
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Configuration Management Database
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)

26. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
Service Level Agreement
Strategic - Tactical - Operational - Commodity
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

27. What is the business value of Continual Service Improvement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
intangible asset
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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

28. 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)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Value of Investment
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

29. What is Remediation Planning?
- Vendor neutral - Non prescriptive - Best practice
A role is defined in a process or function.
Action taken to recover after a failed change or release.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

30. What is the purpose of Service Operation?
To provide a single source of information on all operational and ready for production services.
This is where the customer sees the actual value of the services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Design - testing - improvements of CI's

31. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni

32. What cycles are associated with budgeting - accounting - charging?
Business Continuity Management
Up to each org to decide which service requests it will handle
- Budgeting - Accounting - Charging (Billing)
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

33. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Service Knowledge Management System
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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.

34. What is the purpose of the even steps to improvement?
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.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

35. What is a Service Pipeline?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Access - Identity - Rights - Service or Service Groups - Directory Services
All services under development - growth and Outlook.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

36. What is the Organization Level Agreement?
A customer requirement for an aspect of an IT service
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Agreement between an IT service provider and another part of same organization that assists with service provision
Continual Service Improvement

37. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A structured set of activities designed to accomplish a specific objective.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

38. What are the Service Operation Functions??
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Makes use of knowledge to create value through well-informed decisions
Service Desk - Technical management - IT Operation Management - Application Management
A role is defined in a process or function.

39. What is a Service Portfolio?
Speeds up resolution - Concern of data quality
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 -
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.
Incidents never become problems. They co-exist

40. How do services facilitate outcomes?
Services that provide customer with wanted business outcomes.
Provide overall planning for service transition and coordinate resources required for it
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
By enhancing the performance of tasks and reducing the effect of constraints.

41. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
Agreement between an IT service provider and another part of same organization that assists with service provision
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Responsible - Accountable - Consult - Inform

42. What is Request for Change (RFC)?
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
A set of discrete facts
A formal proposal for a change
After closure and it is linked to major incident review

43. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Service Asset and Configuration Management
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 level to which the service meets a customer's expectation.

44. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
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 Continual Service Improvement Register: Is kept to record all the improvement opportunities
Business Continuity Plan

45. What is the scope of the Service Level Management process?
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)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
A service asset that needs to be managed to deliver a service
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

46. What is Warranty?
Executing the policies in information security management
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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)

47. What is a Process?
The system used to collect and manage Config Items (CI's)
A structured set of activities designed to accomplish a specific objective.
Design - testing - improvements of CI's
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

48. What is the scope of Continual Service Improvement??
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.
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 -
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
Supplier and Contract Management Information System

49. CSI
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 restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Similar to incident model - For problems that have an expensive solution
Continual Service Improvement

50. Who owns an incident?
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
Ownership regardless of escalation remains with the service desk
After closure and it is linked to major incident review
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.