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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 the scope of Incident Management?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Any event which disrupts - or which could disrupt - a service
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.)

2. What are the Capacity Sun- Processes?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The system used to collect and manage Config Items (CI's)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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)

3. CAM
Change Advisory Board
ensuer goals of service design stage are met with single point of coordination within this stage
- Vendor neutral - Non prescriptive - Best practice
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

4. VOI
Value of Investment
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.
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 implementation and management of IT services that meet the needs of the business.

5. RFC
- Release & Deployment - Transition Planning & Support
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.
It can identify weaknesses or areas of improvements.
Request for Change

6. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Continual Service Improvement
The result of an activity following a process or the delivery of a service.
Services that provide customer with wanted business outcomes.

7. Who owns an incident?
- Capability constraints - Resource constraints - Utility constraints - And more...
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Ownership regardless of escalation remains with the service desk
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

8. What is a Change Proposal?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A formal proposal for major changes that involve high cost - risk or org. impact.
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.
A service asset that needs to be managed to deliver a service

9. What is Business Value?
Services that provide customer with wanted business outcomes.
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
Business Impact Analysis
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

10. What is the purpose of Problem Management?
Addition - modification - removal of anything that could have an effect on IT services
Ensure assets required to deliver service are controlled and info is available for them
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

11. Define Patterns of Business Activity (PBA)?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

12. What actvities does Business Relationship Management Activities refer to?
Design - testing - improvements of CI's
Emergency Change Advisory Board
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Strategic - Tactical - Operational - Commodity

13. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
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)
Application support
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

14. What is the definition of a Service Review?
Strategic - Tactical - Operational - Commodity
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The ability to detect events - make sense of them and determine right control action
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

15. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
Keep it simple - Use multi-level categorization - Use categorization for reporting
The level to which the service meets a customer's expectation.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

16. What is a known error?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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 -
Problem that has a documented root cause and workaround
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

17. RACI
Responsible - Accountable - Consult - Inform
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Configuration Management Database
It can improve utility and warranty of services incresing value.

18. How do you prioritize an incident?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The underlying cause of one or more failures

19. What is the purpose of the Capacity Management process?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A group of people and the tools they use to perform one or more processes or activities.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

20. CAB
Incidents never become problems. They co-exist
Change Advisory Board
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Governs the org's approach to Information Security Management

21. A workload profile is also referred to as?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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
Pattern of Business Activity (PBA)
It can improve utility and warranty of services incresing value.

22. What is the UC?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Provide overall planning for service transition and coordinate resources required for it
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.
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.

23. Who are the Key Stakeholders?
- 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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

24. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
Inputs - Outputs - Activities - Measurements - Roles
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

25. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
Makes use of knowledge to create value through well-informed decisions
- 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

26. What is the Service Level Agreement?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A set of best practice publications for IT service management
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.
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

27. SPOC
- Release & Deployment - Transition Planning & Support
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Single Point Of Contact
Up to each org to decide which service requests it will handle

28. Describe the IT Service Continuity Management process.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The process that supports the Business Continuity Management process by managing risks that could affect services.
To control lifecycle of all changes to be made with minimal disruption to services
- Change Management - Service Asset & Config Management - Knowledge Management

29. What is a Service Portfolio?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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.
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f

30. What are KPI's?
Inputs - Outputs - Activities - Measurements - Roles
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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)

31. What is the business value of Continual Service Improvement?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Design - testing - improvements of CI's
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
Tp provide the right for users to be able to use a service or group of services

32. What are the ITSCM process activities??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It can identify weaknesses or areas of improvements.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

33. What is the purpose of the Design Coordination process?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
The process that obtains value for money from suppliers.
The level to which the service meets a customer's expectation.
ensuer goals of service design stage are met with single point of coordination within this stage

34. Describe the Availability Management process.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
The process to ensure that the level of availability in services needs agrees with the required needs
1. Business Service Catalogue 2. Technical Service Catalogue.
Business Continuity Management

35. What are the objectives of Incident Management?
Makes use of knowledge to create value through well-informed decisions
- 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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
All services under development - growth and Outlook.

36. What is the scope of Service Operation??
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- 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
Services that provide customer with wanted business outcomes.
The services themselves - Service management processes - Technology (management of infrastructure) - People

37. What characteristics does a process have?
Addition - modification - removal of anything that could have an effect on IT services
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Carry out one or more process activities

38. What should Major Problem Review focus on?
The result of an activity following a process or the delivery of a service.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

39. What are the objectives of technical management?

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40. What are the Service Strategy processes and functions?
Underpinning Contract
Lifecycle wide process and relevant to all lifecycles
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Qualitative and Quantitative

41. What are the objectives of the service desk??
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) 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)
1) Utility 2) Warranty
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

42. Why do organizations use ITIL?
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.
Assets such as server licenses and software licenses.
A function that reflects the part of business process that is critical to success of business
- New service - Major change to service - Removal of service - Changes to the SDP itself

43. TCO
The result of an activity following a process or the delivery of a service.
Accountable for the delivery of a specific service.
- 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
Total Cost of Ownership

44. What is an Alert?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
By enhancing the performance of tasks and reducing the effect of constraints.

45. What is the scope of Availability Management process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
It covers: - design - implementation - measurement -management -improvement of service and component availability
A structured set of activities designed to accomplish a specific objective.
The basis for value creation including both resources and capabilities

46. What processes does Financial Management include?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Business Impact Analysis
- Budgeting - Accounting - Charging (Billing)
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)

47. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Critical Success Factor

48. What are CSF's?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
- 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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

49. What communication is part of Service Operation?
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
Access - Identity - Rights - Service or Service Groups - Directory Services
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

50. What is the Service Design phase?
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
The phase that turns service strategy into a plan for delivering the business outcomes.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Information Communication Technology