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 is Emergency Change Advisory Board (ECAB)?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.
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.


2. What is the purpose of Business Impact Analysis (BISA?
Assets such as server licenses and software licenses.
Business Impact Analysis
To quantify the impact to the business that loss of service would have
Access - Identity - Rights - Service or Service Groups - Directory Services


3. What is a Config Item (CI)?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
A function that reflects the part of business process that is critical to success of business
A service asset that needs to be managed to deliver a service


4. What are the two views of the Service Catalogue?
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)
A group of people - tools and resources used to carry out a process activity.
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
Critical Success Factor


5. Describe the Design Coordination process.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Executing the policies in information security management
The process in which goals and objectives of service design stage are met
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


6. What is a Capability?
Fit for purpose-the functionality of a product or service to meet a particular need.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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.


7. Detail the Process Manager's responsibilities
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
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
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 -
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


8. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
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)


9. 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
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) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Key Performance Indicator


10. What is a known error?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
Similar to incident model - For problems that have an expensive solution
Problem that has a documented root cause and workaround


11. What is the scope of the Service Design phase?
Design - testing - improvements of CI's
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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
Provide overall planning for service transition and coordinate resources required for it


12. What are the objectives of Application Management?

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13. What is the scope of the Service Level Management process?
The implementation and management of IT services that meet the needs of the business.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


14. BIA
- New service - Major change to service - Removal of service - Changes to the SDP itself
Service Level Agreement
Business Impact Analysis
- Budgeting - Accounting - Charging (Billing)


15. What are the components of the ITIL framework?
A group of people - tools and resources used to carry out a process activity.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
intangible asset
1) Core Publications 2) Complimentary Guidance


16. CMDB
Business Impact Analysis
Configuration Management Database
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
- Manage access - Respond to requests for granting access - Oversee access


17. What are the objectives of the Transition Planning & Support process?
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...
- Budgeting - Accounting - Charging (Billing)
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
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


18. What is the purpose of Service Strategy?

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19. What are the objectives of Continual Service Improvement??
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Services that are no longer available.
Ownership regardless of escalation remains with the service desk
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


20. What is the purpose of the supplier management process?
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


21. Internal Service Provider
This is where the customer sees the actual value of the services
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A service provider which functions within the business units they server.


22. What are the 4 levels of service provision expectations?

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23. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Internal Service Provider - Shared Service Unit - External Service Provider
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
- Capability constraints - Resource constraints - Utility constraints - And more...


24. BCP
Business Continuity Plan
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu


25. What are the activities associated with Problem Management?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
After closure and it is linked to major incident review
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Incidents never become problems. They co-exist


26. What is the Service Knowledge Management System (SKMS)?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Used to store and manage knowledge - info and data.
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)


27. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The ability to detect events - make sense of them and determine right control action
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
To provide and maintain a single source of info on all operational and ready to be introduced services


28. What are Change Management Activities?
Single Point Of Contact
Configuration Management Database
- 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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


29. What are the two primary elements of value?
1) Utility 2) Warranty
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)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- 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


30. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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
Set of responsibilities - activities and authorities granted to a person or a team.
Services that provide customer with wanted business outcomes.


31. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Quality Service 2) Cost-effective Services
ensuer goals of service design stage are met with single point of coordination within this stage
A formal proposal for major changes that involve high cost - risk or org. impact.


32. What is a Process Owner's responsibility?
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
Functional requirements - SLAs - benefits and design constraints
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


33. What is the role of Application Management?
Pattern of Business Activity
- 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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


34. RFC
Request for Change
It comes from providing context to data - Who? - What? - When? - Where?
All services under development - growth and Outlook.
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)


35. What are Retired Services?
The process to ensure that the level of availability in services needs agrees with the required needs
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Services that are no longer available.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


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

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37. What is the RACI matrix?
A group of people - tools and resources used to carry out a process activity.
Design - testing - improvements of CI's
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change


38. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
It covers: - design - implementation - measurement -management -improvement of service and component availability
Configuration Item
Service Level Management


39. What is the definition of Service Improvement Plan?
Addition - modification - removal of anything that could have an effect on IT services
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To provide best practice guidance to all types of organizations.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


40. What is the purpose of ITIL Core Publications?
A customer requirement for an aspect of an IT service
To provide a single source of information on all operational and ready for production services.
Internal Service Provider - Shared Service Unit - External Service Provider
To provide best practice guidance to all types of organizations.


41. How do you categorize an incident?
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
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
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


42. BCM
Includes management of the component lifecycle of every CI (config item)
Business Continuity Management
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.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


43. What is technical management?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Service Level Agreement
Addition - modification - removal of anything that could have an effect on IT services
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


44. What is availability?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Define steps required to restore business process following disruption


45. What is the purpose of the even steps to improvement?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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.


46. What are the Incident Management activities??
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 -
Used to store and manage knowledge - info and data.
The process to ensure that the level of availability in services needs agrees with the required needs
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


47. DML
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
Definitive Media Library
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Inputs - Outputs - Activities - Measurements - Roles


48. What are the objectives of technical management?

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49. SPOC
Functional requirements - SLAs - benefits and design constraints
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
Single Point Of Contact
A set of best practice publications for IT service management


50. What is the Definitive Media Library?

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