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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 two processes is Problem Management made up of?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- 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
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)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

2. How do you escalate an incident?
Vital Business Function
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)
The level to which the service meets a customer's expectation.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

3. OLA
A group of people and the tools they use to perform one or more processes or activities.
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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Operation Level Agreement

4. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
- Capability constraints - Resource constraints - Utility constraints - And more...
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

5. What is Knowledge?
Return on Investment
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A role is defined in a process or function.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

6. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- 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
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.
This is where the customer sees the actual value of the services

7. What is the scope of the Service Asset & Config Management (SACM) process?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Makes use of knowledge to create value through well-informed decisions
Includes management of the component lifecycle of every CI (config item)

8. What processes interfaces with Problem Management?
A customer requirement for an aspect of an IT service
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
Up to each org to decide which service requests it will handle
- 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

9. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
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...
Access - Identity - Rights - Service or Service Groups - Directory Services
1) Customer Perception 2) Customer Preference 3) Business Outcomes

10. ICT
To be accountable for the operational management of the process.
Information Communication Technology
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A function that reflects the part of business process that is critical to success of business

11. What is an Outcome?
- 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 takes inputs and turn them into outputs.
The result of an activity following a process or the delivery of a service.
- 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

12. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Operation Level Agreement
Responsible - Accountable - Consult - Inform

13. What are the design constraints for a service?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
This is where the customer sees the actual value of the services
- Capability constraints - Resource constraints - Utility constraints - And more...

14. What is Business Value?
Services that provide customer with wanted business outcomes.
1) Utility 2) Warranty
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

15. What are the Service Operation Functions??
It can identify weaknesses or areas of improvements.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Align new/changed services with business requirements - Maximize value to the business operations
Service Desk - Technical management - IT Operation Management - Application Management

16. What are the objectives of the service desk??
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

17. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A set of discrete facts
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

18. What is the purpose of Access Management?
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)
Tp provide the right for users to be able to use a service or group of services
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)
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

19. What is Change?
ensuer goals of service design stage are met with single point of coordination within this stage
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Addition - modification - removal of anything that could have an effect on IT services

20. What is Information?
It comes from providing context to data - Who? - What? - When? - Where?
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.
The basis for value creation including both resources and capabilities

21. What communication is part of Service Operation?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Pattern of Business Activity (PBA)

22. What is the purpose of the Design Coordination process?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
ensuer goals of service design stage are met with single point of coordination within this stage
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)

23. What is the role of Application Management?
- 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
Inputs - Outputs - Activities - Measurements - Roles
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

24. What is the scope of the seven steps to improvement?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Tangible assets
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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

25. What is the purpose of ITIL Complementatry Guidance?
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)
Emergency Change Advisory Board
To control lifecycle of all changes to be made with minimal disruption to services
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

26. What is the scope of Request Fulfillment?
A formal proposal for major changes that involve high cost - risk or org. impact.
A group of people - tools and resources used to carry out a process activity.
Up to each org to decide which service requests it will handle
Functional requirements - SLAs - benefits and design constraints

27. Describe Time Scales of Incident Management

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28. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
To provide and maintain a single source of info on all operational and ready to be introduced services
Executing the policies in information security management
The phase that turns service strategy into a plan for delivering the business outcomes.

29. What is the Process Practitioner's responsibility?
The process in which goals and objectives of service design stage are met
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Carry out one or more process activities

30. ITSM
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.
IT Service Management
- 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

31. What is the purpose of the Capacity Management process?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Single Point Of Contact
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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

32. CSF
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.
Critical Success Factor
Emergency Change Advisory Board
The process that obtains value for money from suppliers.

33. What are the objectives of the Service Level Management process?
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

34. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
A formal proposal for major changes that involve high cost - risk or org. impact.
Total Cost of Ownership
Configuration Item

35. What is the purpose of Service Operation?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
By enhancing the performance of tasks and reducing the effect of constraints.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

36. What are Change Management Activities?
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
It defines performance and the alignment of IT services with the business.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A set of activities to accomplish an objective.

37. What is the purpose of Business Impact Analysis (BISA?
Ownership regardless of escalation remains with the service desk
To quantify the impact to the business that loss of service would have
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)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

38. Why is ITIL successful?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To be accountable for the operational management of the process.
- Vendor neutral - Non prescriptive - Best practice
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

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

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40. What is Value?

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41. What is a Process?
Define steps required to restore business process following disruption
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A set of activities to accomplish an objective.

42. Detail the Service Owner's repsonsibility.
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
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
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
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

43. Shared Services Unit
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
To provide a single source of information on all operational and ready for production services.

44. What is Warranty?
Change Advisory Board
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Information Technology Infrastructure Library
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

45. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
The level to which the service meets a customer's expectation.
The underlying cause of one or more failures
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

46. Describe the Information Security Management process.
A set of discrete facts
Business Continuity Plan
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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.

47. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
The phase that turns service strategy into a plan for delivering the business outcomes.

48. How do you categorize an incident?
To control lifecycle of all changes to be made with minimal disruption to services
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
- New service - Major change to service - Removal of service - Changes to the SDP itself
Keep it simple - Use multi-level categorization - Use categorization for reporting

49. Describe the Availability Management process.
Business Impact Analysis
The process to ensure that the level of availability in services needs agrees with the required needs
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

50. BCP
Application support
Business Continuity Plan
Pattern of Business Activity (PBA)
To be accountable for the operational management of the process.