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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.
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 cycles are associated with budgeting - accounting - charging?
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.
Service Knowledge Management System
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

2. What are the two views of the Service Catalogue?
Supplier and Contract Management Information System
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

3. What do Change Models have?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Definitive Media Library
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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

4. What are the processes related to Service Design?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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
The ability to detect events - make sense of them and determine right control action

5. What is the purpose of Service Operation?
Design - testing - improvements of CI's
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

6. What processes does the Change Management process interface with?
To control lifecycle of all changes to be made with minimal disruption to services
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
It's he process responsible for managing the lifecycle of all service requests from users
Supplier and Contract Management Information System

7. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
The process that obtains value for money from suppliers.
Includes management of the component lifecycle of every CI (config item)

8. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
The result of an activity following a process or the delivery of a service.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Data - Information - Knowledge - Wisdom

9. BIA
Business Impact Analysis
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A group of people - tools and resources used to carry out a process activity.

10. What is the scope of Service Transition?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
The basis for value creation including both resources and capabilities

11. What processes interfaces with Problem Management?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
- Budgeting - Accounting - Charging (Billing)
Fit for purpose-the functionality of a product or service to meet a particular need.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

12. What is the RACI matrix?
- Change Management - Service Asset & Config Management - Knowledge Management
A set of discrete facts
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

13. What is the UC?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To control lifecycle of all changes to be made with minimal disruption to services
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
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.

14. What are the objectives of Availability Management process?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
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
The ability to detect events - make sense of them and determine right control action

15. What are the four Service Operation functions?
- 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
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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.
1. Business Service Catalogue 2. Technical Service Catalogue.

16. RFC
Request for Change
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Preferences 2) Past experiences 3) Communications
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

17. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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)

18. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Similar to incident model - For problems that have an expensive solution
It can improve utility and warranty of services incresing value.

19. How can the impact of risk be measured?
Service Desk - Technical management - IT Operation Management - Application Management
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Qualitative and Quantitative
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

20. What is the Service Design phase?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
The phase that turns service strategy into a plan for delivering the business outcomes.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

21. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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
Definitive Media Library

22. What is a basline measurement?
Configuration Item
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Critical Success Factor
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

23. Technical and Application Management are involved in ___________________

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24. What is the Definitive Media Library?

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25. What are two kinds of IT Services?
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.)
Ownership regardless of escalation remains with the service desk
Application support
Includes management of the component lifecycle of every CI (config item)

26. What is Knowledge?
Is responsible for managing applications through their lifecycle
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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

27. What are the options of organizational structures of a service desk?
- 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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
Supplier and Contract Management Information System

28. What processes are related to of Service Operation??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Carry out one or more process activities
The services themselves - Service management processes - Technology (management of infrastructure) - People
Incident management - Problem management - Event management - Request Fulfillment - Access Management

29. CMS
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Configuration Management System
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The process to ensure that the level of availability in services needs agrees with the required needs

30. What is the scope of Continual Service Improvement??
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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

31. Resources are _____
Tangible assets
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

32. External Service Provider
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Governs the org's approach to Information Security Management
Pattern of Business Activity (PBA)

33. What influences the expected service?
A service provider which functions within the business units they server.
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
1) Preferences 2) Past experiences 3) Communications
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

34. What does a process do?
Is a request from a user for info - advice - standard change - or access to an IT service
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
It takes inputs and turn them into outputs.

35. What are the components of value?
The level to which the service meets a customer's expectation.
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

36. What is the purpose of the Capacity Management process?
Definitive Media Library
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
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

37. What topics are covered in Service Strategy?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Assets such as server licenses and software licenses.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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

38. What is a Service Pipeline?
- Manage access - Respond to requests for granting access - Oversee access
Access - Identity - Rights - Service or Service Groups - Directory Services
All services under development - growth and Outlook.
Speeds up resolution - Concern of data quality

39. How is the Service Design Package used?
- 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
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

40. What is Remediation Planning?
Qualitative and Quantitative
The basis for value creation including both resources and capabilities
Definitive Media Library
Action taken to recover after a failed change or release.

41. Internal Service Provider
- 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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A service provider which functions within the business units they server.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

42. What is the purpose of Access Management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Tp provide the right for users to be able to use a service or group of services
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

43. What is the scope of Service Strategy??

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44. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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

45. What is Business Value?
Services that provide customer with wanted business outcomes.
Problem that has a documented root cause and workaround
A formal proposal for major changes that involve high cost - risk or org. impact.
Addition - modification - removal of anything that could have an effect on IT services

46. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A role is defined in a process or function.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Emergency Change Advisory Board

47. Describe the Availability Management process.
A formal proposal for major changes that involve high cost - risk or org. impact.
The process to ensure that the level of availability in services needs agrees with the required needs
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The process in which goals and objectives of service design stage are met

48. What is the scope of the Capacity Management process?
The underlying cause of one or more failures
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- 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
Total Cost of Ownership

49. How do services facilitate outcomes?
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
By enhancing the performance of tasks and reducing the effect of constraints.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Application support

50. What is a Resource?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.