ITIL

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 are related to of Service Operation??
Change Advisory Board
- Vendor neutral - Non prescriptive - Best practice
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Incident management - Problem management - Event management - Request Fulfillment - Access Management


2. What is a Service Catalogue?
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Ownership regardless of escalation remains with the service desk
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


3. What are the basic concepts of Access Management?
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
Service Desk - Technical management - IT Operation Management - Application Management
Business Impact Analysis
Access - Identity - Rights - Service or Service Groups - Directory Services


4. What are the objectives of Service Transition?
Responsible - Accountable - Consult - Inform
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A structured set of activities designed to accomplish a specific objective.


5. What are the objectives of Problem Management?
Application support
A customer requirement for an aspect of an IT service
Assets such as server licenses and software licenses.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


6. CSI
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.
Continual Service Improvement
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


7. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Service Level Management
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


8. What are the activities associated with Problem Management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
- Budgeting - Accounting - Charging (Billing)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


9. BCP
Business Continuity Plan
Align new/changed services with business requirements - Maximize value to the business operations
The process that obtains value for money from suppliers.
After closure and it is linked to major incident review


10. What is IT Service Management?
Executing the policies in information security management
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The implementation and management of IT services that meet the needs of the business.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


11. What are the options of organizational structures of a service desk?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- 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


12. What are the components of the ITIL framework?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1) Core Publications 2) Complimentary Guidance


13. What are three types of events?

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14. Detail the Process Owner's responsibilities
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A formal proposal for a change
The process that obtains value for money from suppliers.


15. What is the purpose of the Service Asset & Config Management (SACM) process?
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
Ensure assets required to deliver service are controlled and info is available for them
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.
Underpinning Contract


16. What is the scope of the Knowledge Management process?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It comes from providing context to data - Who? - What? - When? - Where?
Lifecycle wide process and relevant to all lifecycles
A set of discrete facts


17. What is the UC?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Fit for Purpose - The functionality of a product or service from a customer's perspective.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.


18. What is Service Assets?
The basis for value creation including both resources and capabilities
Change Advisory Board
- 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
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.


19. What is the scope of Service Transition?
Continual Service Improvement
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 process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


20. What is the Business Value of Service Design?
Ownership regardless of escalation remains with the service desk
1) Quality Service 2) Cost-effective Services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Return on Investment


21. What processes does Financial Management include?
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
- Budgeting - Accounting - Charging (Billing)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
intangible asset


22. What are the objectives of the Transition Planning & Support process?
Services that are no longer available.
- 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
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...
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


23. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
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
Request for Change
Configuration Item


24. What interfacing processes are associated with Incident Management??
Internal Service Provider - Shared Service Unit - External Service Provider
Definitive Media Library
Provide overall planning for service transition and coordinate resources required for it
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


25. What is the purpose of Request Fulfillment?

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26. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Service Level Management
The system used to collect and manage Config Items (CI's)
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!


27. SLA
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
Share perspectives - ideas - experience & info to enable informed decisions
Service Level Agreement


28. What are two kinds of IT Services?
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.)


29. What is the configuration baseline?
Definitive Media Library
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
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
Inputs - Outputs - Activities - Measurements - Roles


30. DML
Definitive Media Library
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
This is where the customer sees the actual value of the services
Tangible assets


31. UC
The process that obtains value for money from suppliers.
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.
Underpinning Contract
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


32. What is the scope of Continual Service Improvement??
This is where the customer sees the actual value of the services
A formal proposal for major changes that involve high cost - risk or org. impact.
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 set of discrete facts


33. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


34. 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
Services that provide customer with wanted business outcomes.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Service Desk - Technical management - IT Operation Management - Application Management


35. What drives service design?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Functional requirements - SLAs - benefits and design constraints
Lifecycle wide process and relevant to all lifecycles


36. Volume/Phase 4: Service Operation - What is it?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Service Desk - Technical management - IT Operation Management - Application Management
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.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


37. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Configuration Item
Provide overall planning for service transition and coordinate resources required for it
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to


38. What processes does the Change Management process interface with?
Access - Identity - Rights - Service or Service Groups - Directory Services
Service Knowledge Management System
Agreement between an IT service provider and another part of same organization that assists with service provision
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


39. What is the Definitive Media Library?

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40. What are the components of IT Operations Management?
The result of an activity following a process or the delivery of 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
The level to which the service meets a customer's expectation.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


41. What is the purpose of IT Operations Management?
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
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
Similar to incident model - For problems that have an expensive solution
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


42. What is Utilitiy?

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43. What is the Snapshot?
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.
1) Core Publications 2) Complimentary Guidance
Known Error Database
Information Communication Technology


44. IT Ops and Application Management are involved in _____________________
The phase that turns service strategy into a plan for delivering the business outcomes.
Application support
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Up to each org to decide which service requests it will handle


45. Technical and Application Management are involved in ___________________

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46. What are the objectives of the seven steps to improvement?
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
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 ability to detect events - make sense of them and determine right control action
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


47. What are the five Service Operation processes?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
- Manage access - Respond to requests for granting access - Oversee access


48. What is Change?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Addition - modification - removal of anything that could have an effect on IT services
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


49. What is the scope of the Service Asset & Config Management (SACM) process?
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
Total Cost of Ownership
Includes management of the component lifecycle of every CI (config item)
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


50. What are Change Management Activities?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- 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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels