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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 is the business value of Continual Service Improvement?
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
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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

2. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
Makes use of knowledge to create value through well-informed decisions
- 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 services themselves - Service management processes - Technology (management of infrastructure) - People

3. What is Warranty?
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.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Business Continuity Plan
The level to which the service meets a customer's expectation.

4. What are the supplier categories??
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.
Strategic - Tactical - Operational - Commodity
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

5. Internal Service Provider
It can improve utility and warranty of services incresing value.
A service provider which functions within the business units they server.
Supplier and Contract Management Information System
Assets such as server licenses and software licenses.

6. What are the objectives of the Service Asset & Config Management (SACM) process??

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7. What Service Transition processes support all lifecycle phases?
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Change Management - Service Asset & Config Management - Knowledge Management

8. It's part of the SKMS (service knowledge management system)
To provide a single source of information on all operational and ready for production services.
To provide best practice guidance to all types of organizations.
Speeds up resolution - Concern of data quality
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.

9. What is the Process Manager's responsibility?
Fit for purpose-the functionality of a product or service to meet a particular need.
It can improve utility and warranty of services incresing value.
Keep it simple - Use multi-level categorization - Use categorization for reporting
To be accountable for the operational management of the process.

10. What is Data?
To provide a balanced view of overall service
- Change Management - Service Asset & Config Management - Knowledge Management
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A set of discrete facts

11. IT Ops and Application Management are involved in _____________________
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The system used to collect and manage Config Items (CI's)
The phase that turns service strategy into a plan for delivering the business outcomes.
Application support

12. What is the Snapshot?
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
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.

13. What is the scope of the Knowledge Management process?
Service Level Agreement
A structured set of activities designed to accomplish a specific objective.
Lifecycle wide process and relevant to all lifecycles
Definitive Media Library

14. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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.

15. What is a Problem Model??
Change Advisory Board
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
The ability to detect events - make sense of them and determine right control action
Similar to incident model - For problems that have an expensive solution

16. What is the Capacity Plan?
Similar to incident model - For problems that have an expensive solution
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
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)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

17. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A customer requirement for an aspect of an IT service
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

18. What is Information?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
It comes from providing context to data - Who? - What? - When? - Where?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Used to store and manage knowledge - info and data.

19. What is technical management?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1. Business Service Catalogue 2. Technical Service Catalogue.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Agreement between an IT service provider and another part of same organization that assists with service provision

20. What is the role of Application Management?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
- 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

21. KPI
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
Key Performance Indicator
- Manage access - Respond to requests for granting access - Oversee access

22. What is the role of technical management?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Continual Service Improvement

23. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
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 process in which capacity of services and infrastructure meets agreed capacity and performance requirements

24. What is the Process Practitioner's responsibility?
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)
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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Carry out one or more process activities

25. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Utility 2) Warranty
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
Value of Investment

26. Volume/Phase 3: Service Transition - What is it?
Ensure assets required to deliver service are controlled and info is available for them
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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.
Configuration Management System

27. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- New service - Major change to service - Removal of service - Changes to the SDP itself
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
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.

28. Why do organizations use ITIL?
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
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.
Define steps required to restore business process following disruption
This is where the customer sees the actual value of the services

29. What are the two views of the Service Catalogue?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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 service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
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)

30. Describe the Supplier Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
The system used to collect and manage Config Items (CI's)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
The process that obtains value for money from suppliers.

31. What is a workaround?
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.
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
Inputs - Outputs - Activities - Measurements - Roles
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

32. CMDB
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Tangible assets
Configuration Management Database
The result of an activity following a process or the delivery of a service.

33. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Addition - modification - removal of anything that could have an effect on IT services
The process that obtains value for money from suppliers.

34. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

35. SPOC
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
Executing the policies in information security management
Design - testing - improvements of CI's
Single Point Of Contact

36. Facilities Management
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
Change Advisory Board
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
intangible asset

37. What does process definitions describe??
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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Inputs - Outputs - Activities - Measurements - Roles
Fit for purpose-the functionality of a product or service to meet a particular need.

38. ITSM
IT Service Management
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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

39. What are the design constraints for a service?
Is responsible for managing applications through their lifecycle
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- Capability constraints - Resource constraints - Utility constraints - And more...
The process that supports the Business Continuity Management process by managing risks that could affect services.

40. SACM
Service Asset and Configuration Management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Request for Change
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

41. What are KPI's?
1. Business Service Catalogue 2. Technical Service Catalogue.
Information Technology Infrastructure Library
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)
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

42. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Information Communication Technology
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)

43. BCM
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Business Continuity Management

44. Resources are _____
Tangible assets
A role is defined in a process or function.
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
- 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 are Retired Services?
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
Services that are no longer available.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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

46. What are the five aspects of Service Design?
- Change Management - Service Asset & Config Management - Knowledge Management
The basis for value creation including both resources and capabilities
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Any event which disrupts - or which could disrupt - a service

47. What is governance and what does it do?

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48. What levels are baselines established at?

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49. What are the ITSCM process activities??
Operation Level Agreement
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.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Includes management of the component lifecycle of every CI (config item)

50. What are the layers of the Configuration Management System (CMS)?
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
A function that reflects the part of business process that is critical to success of business
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer