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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 CSF's?
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.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Addition - modification - removal of anything that could have an effect on IT services

2. What is the scope of the Service Design phase?
Inputs - Outputs - Activities - Measurements - Roles
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
ensuer goals of service design stage are met with single point of coordination within this stage
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

3. What are the objectives of Event Management?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To control lifecycle of all changes to be made with minimal disruption to services
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
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...

4. What drives service design?
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Operation Level Agreement
Functional requirements - SLAs - benefits and design constraints
It's he process responsible for managing the lifecycle of all service requests from users

5. What is the CSI approach?

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6. What is the Service Design Package?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A customer requirement for an aspect of an IT service
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

7. ECAB
Emergency Change Advisory Board
Total Cost of Ownership
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)
Known Error Database

8. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

9. What is the definition of Service Level Requirements?
A customer requirement for an aspect of an IT service
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
Configuration Management Database

10. ICT
Information Communication Technology
Includes management of the component lifecycle of every CI (config item)
A service provided by an IT service provider made up of a combination of IT - people and processes.
Executing the policies in information security management

11. What are the objectives of the Knowledge Management process??
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
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 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
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

12. What is the Process Practitioner's responsibility?
Is a request from a user for info - advice - standard change - or access to an IT service
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Carry out one or more process activities

13. Describe the Information Security Management process.
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.)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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.
Similar to incident model - For problems that have an expensive solution

14. What is Remediation Planning?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Action taken to recover after a failed change or release.
It can improve utility and warranty of services incresing value.

15. What is the purpose of IT Operations Management?
Accountable for the delivery of a specific service.
Application support
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

16. What is the Service Level Agreement?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The ability to detect events - make sense of them and determine right control action
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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.

17. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Critical Success Factor
A function that reflects the part of business process that is critical to success of business
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.

18. What is the scope of Service Operation??
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The services themselves - Service management processes - Technology (management of infrastructure) - People
Business Continuity Management
It takes inputs and turn them into outputs.

19. Why is ITIL successful?
Align new/changed services with business requirements - Maximize value to the business operations
- Vendor neutral - Non prescriptive - Best practice
Makes use of knowledge to create value through well-informed decisions
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

20. What influences the expected service?
A group of people and the tools they use to perform one or more processes or activities.
1) Preferences 2) Past experiences 3) Communications
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

21. What is Knowledge?
A structured set of activities designed to accomplish a specific objective.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

22. SKMS
Service Knowledge Management System
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.
Functional requirements - SLAs - benefits and design constraints
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)

23. What is the Capacity Plan?
A formal proposal for major changes that involve high cost - risk or org. impact.
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.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

24. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
To quantify the impact to the business that loss of service would have
Strategic - Tactical - Operational - Commodity
- Capability constraints - Resource constraints - Utility constraints - And more...

25. What is a Service?
- 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
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
Share perspectives - ideas - experience & info to enable informed decisions
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

26. What processes does Financial Management include?
Everyone except for Type III service providers (third parties)
- Budgeting - Accounting - Charging (Billing)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Incidents never become problems. They co-exist

27. CSF
Ensure assets required to deliver service are controlled and info is available for them
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Critical Success Factor
- Manage access - Respond to requests for granting access - Oversee access

28. What is a Process Owner's responsibility?
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.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

29. SLM
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
Service Level Management
Used to store and manage knowledge - info and data.

30. SCMIS
- Change Management - Service Asset & Config Management - Knowledge Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
- Budgeting - Accounting - Charging (Billing)
Supplier and Contract Management Information System

31. What Service Transition processes primarily support the Service Transition phase?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- Release & Deployment - Transition Planning & Support

32. How can the impact of risk be measured?
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
Qualitative and Quantitative
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The basis for value creation including both resources and capabilities

33. What is the CSI register?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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 Continual Service Improvement Register: Is kept to record all the improvement opportunities
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

34. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To provide and maintain a single source of info on all operational and ready to be introduced services
Keep it simple - Use multi-level categorization - Use categorization for reporting

35. What is the purpose of the Design Coordination process?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
ensuer goals of service design stage are met with single point of coordination within this stage

36. VOI
Value of Investment
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A function that reflects the part of business process that is critical to success of business

37. 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
Application support
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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

38. What are the Capacity Sun- Processes?
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.
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
1) 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)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

39. SLA
Service Level Agreement
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A set of activities to accomplish an objective.
- 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

40. What are the five stages of the Service Lifecycle?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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.

41. Who are the Key Stakeholders?
Used to store and manage knowledge - info and data.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Pattern of Business Activity

42. What does a Release Policy include?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
To plan - schedule & control the build - test & deployment of releases

43. What are the objectives of Service Transition?
Pattern of Business Activity
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
Information Technology Infrastructure Library
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

44. OLA
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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
Operation Level Agreement
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

45. What are the phases of the ITIL Service Lifecycle?
Accountable for the delivery of a specific service.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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

46. What is the purpose of Application Management?
Incidents never become problems. They co-exist
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.
Is responsible for managing applications through their lifecycle

47. Why do organizations use ITIL?
Single Point Of Contact
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Accountable for the delivery of a specific service.
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.

48. What are the objectives of the Change Management Process?

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49. What are the processes related to Service Design?
It defines performance and the alignment of IT services with the business.
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

50. What are the two views of the Service Catalogue?
- 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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The basis for value creation including both resources and capabilities
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)