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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 are the objectives of IT Operations Management?
It's he process responsible for managing the lifecycle of all service requests from users
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Ownership regardless of escalation remains with the service desk
The ability to detect events - make sense of them and determine right control action

2. What is the purpose of Service Portfolio Management?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

3. What is the role of technical management?
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- 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
Total Cost of Ownership

4. What are two kinds of IT Services?
Makes use of knowledge to create value through well-informed decisions
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.)

5. What actvities does Business Relationship Management Activities refer to?
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
The process that obtains value for money from suppliers.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

6. What are the two types of customers?
A set of responsibilities defined in a process and assigned to a person or team.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Change Advisory Board

7. What is the Service Knowledge Management System (SKMS)?
Supplier and Contract Management Information System
Used to store and manage knowledge - info and data.
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

8. What is the Service Owner's responsibility?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Set of responsibilities - activities and authorities granted to a person or a team.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Accountable for the delivery of a specific service.

9. What are the ISM concepts?
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)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- 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

10. What topics are covered in Service Strategy?
- Release & Deployment - Transition Planning & Support
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.

11. How do you escalate an incident?
Addition - modification - removal of anything that could have an effect on IT services
Business Continuity Plan
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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)

12. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Pattern of Business Activity
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

13. What is Business Value?
Services that provide customer with wanted business outcomes.
- Change Management - Service Asset & Config Management - Knowledge Management
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- 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

14. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A service provided by an IT service provider made up of a combination of IT - people and processes.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

15. What should an incident model include??
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Align new/changed services with business requirements - Maximize value to the business operations
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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

16. What is Utility?
Addition - modification - removal of anything that could have an effect on IT services
Fit for purpose-the functionality of a product or service to meet a particular need.
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.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

17. What are the two types of Service Catalogues?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1. Business Service Catalogue 2. Technical Service Catalogue.
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
The phase that turns service strategy into a plan for delivering the business outcomes.

18. Describe the Service Catalogue Management process.
1. Business Service Catalogue 2. Technical Service Catalogue.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To provide and maintain a single source of info on all operational and ready to be introduced services
1) Quality Service 2) Cost-effective Services

19. CSI
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A group of people - tools and resources used to carry out a process activity.
intangible asset
Continual Service Improvement

20. What is the definition of a Service Level Agreement Monitoring Chart?
- 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
It can improve utility and warranty of services incresing value.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

21. What are the three types of Service Providers??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Ensure assets required to deliver service are controlled and info is available for them
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Internal Service Provider - Shared Service Unit - External Service Provider

22. What are the three Service Design Agreements?

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23. What communication is part of Service Operation?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The services themselves - Service management processes - Technology (management of infrastructure) - People
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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

24. What are the objectives of Incident Management?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Is responsible for managing applications through their lifecycle
- 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

25. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
By enhancing the performance of tasks and reducing the effect of constraints.
Provide overall planning for service transition and coordinate resources required for it

26. What is a Service Request?
A service provider which functions within the business units they server.
Is a request from a user for info - advice - standard change - or access to an IT 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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

27. What are the objectives of the Transition Planning & Support process?
It comes from providing context to data - Who? - What? - When? - Where?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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...
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

28. What are the objectives of Request Fulfillment?
All services under development - growth and Outlook.
- 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
- 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 achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

29. What is the scope of the Service Level Management process?
The level to which the service meets a customer's expectation.
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
Known Error Database
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

30. What is a basline measurement?
A customer requirement for an aspect of an IT service
To provide best practice guidance to all types of organizations.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

31. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Similar to incident model - For problems that have an expensive solution
Makes use of knowledge to create value through well-informed decisions
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

32. What is Change?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Addition - modification - removal of anything that could have an effect on IT services
ensuer goals of service design stage are met with single point of coordination within this stage
- Capability constraints - Resource constraints - Utility constraints - And more...

33. CAM
Share perspectives - ideas - experience & info to enable informed decisions
Executing the policies in information security management
Change Advisory Board
Request for Change

34. What is Emergency Change Advisory Board (ECAB)?
Access - Identity - Rights - Service or Service Groups - Directory Services
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

35. What is a workaround?
Service Asset and Configuration Management
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Information Technology Infrastructure Library

36. What are the five stages of the Service Lifecycle?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Strategic - Tactical - Operational - Commodity
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

37. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Return on Investment
After closure and it is linked to major incident review
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

38. What is a problem?
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
A formal proposal for a change
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The underlying cause of one or more failures

39. What is availability?
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 ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Single Point Of Contact

40. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
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
Services that provide customer with wanted business outcomes.

41. What is the purpose of the Information Security Management (ISM) process?

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42. What do Change Models have?
The level to which the service meets a customer's expectation.
By enhancing the performance of tasks and reducing the effect of constraints.
Data - Information - Knowledge - Wisdom
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

43. Technical and Application Management are involved in ___________________

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44. What are the components of the ITIL framework?
- 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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1) Core Publications 2) Complimentary Guidance

45. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- 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) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Continual Service Improvement

46. What is the Service Level Agreement?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Executing the policies in information security management
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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.

47. What is the purpose of Service Operation?
- 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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

48. What is the Process Practitioner's responsibility?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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...
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Carry out one or more process activities

49. Describe the IT Service Continuity Management process.
- 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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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
The process that supports the Business Continuity Management process by managing risks that could affect services.

50. What are the two primary elements of value?
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
1) Utility 2) Warranty
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- 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