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 Knowledge?
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A role is defined in a process or function.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


2. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application 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.
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.


3. What communication is part of Service Operation?
Problem that has a documented root cause and workaround
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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


4. What are the objectives of Request Fulfillment?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The process that supports the Business Continuity Management process by managing risks that could affect services.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- 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


5. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Problem that has a documented root cause and workaround
1. Business Service Catalogue 2. Technical Service Catalogue.
A formal proposal for major changes that involve high cost - risk or org. impact.


6. What is the Snapshot?
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
- Change Management - Service Asset & Config Management - Knowledge Management
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.
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -


7. 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
- Change Management - Service Asset & Config Management - Knowledge Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


8. What is a Service Portfolio?
Services that provide customer with wanted business outcomes.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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.
Define steps required to restore business process following disruption


9. What is the Business Value of Service Design?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Quality Service 2) Cost-effective Services
To provide and maintain a single source of info on all operational and ready to be introduced services
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


10. What is the scope of Continual Service Improvement??
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
Change Advisory Board
The underlying cause of one or more failures
The process that supports the Business Continuity Management process by managing risks that could affect services.


11. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
A group of people and the tools they use to perform one or more processes or activities.
- Budgeting - Accounting - Charging (Billing)


12. What is Utility?
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
A set of responsibilities defined in a process and assigned to a person or team.
Ownership regardless of escalation remains with the service desk
Fit for purpose-the functionality of a product or service to meet a particular need.


13. What is the scope of the Service Asset & Config Management (SACM) process?
A formal proposal for major changes that involve high cost - risk or org. impact.
Includes management of the component lifecycle of every CI (config item)
Internal Service Provider - Shared Service Unit - External Service Provider
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


14. What is Wisdom?
The implementation and management of IT services that meet the needs of the business.
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 plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Makes use of knowledge to create value through well-informed decisions


15. What are the objectives of Continual Service Improvement??
Assets such as server licenses and software licenses.
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
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


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

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17. What does process definitions describe??
Change Advisory Board
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.)
Inputs - Outputs - Activities - Measurements - Roles
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


18. What processes does Financial Management include?
intangible asset
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- Budgeting - Accounting - Charging (Billing)
To be accountable for the operational management of the process.


19. Facilities Management
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.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Services that are no longer available.


20. What does a process do?
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.
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
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
It takes inputs and turn them into outputs.


21. What are the Incident Management activities??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To provide and maintain a single source of info on all operational and ready to be introduced services
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 -
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


22. What is a Capability?
Carry out one or more process activities
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Assets such as server licenses and software licenses.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


23. What is Emergency Change Advisory Board (ECAB)?
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.
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.
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


24. SLA
1) Utility 2) Warranty
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
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
Service Level Agreement


25. What is the scope of Event Management?

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26. IT Ops and Application Management are involved in _____________________
Application support
It can improve utility and warranty of services incresing value.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Operation Level Agreement


27. What are KPI's?
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)
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)
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A group of people and the tools they use to perform one or more processes or activities.


28. What two processes is Problem Management made up of?
Configuration Item
A formal proposal for a change
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)
A customer requirement for an aspect of an IT service


29. What is the scope of the Transition Planning & Support process?
Define steps required to restore business process following disruption
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Utility 2) Warranty
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


30. What types of metrics are there and what are they??

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31. What are the objectives of technical management?

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32. CSF
ensuer goals of service design stage are met with single point of coordination within this stage
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To provide a single source of information on all operational and ready for production services.
Critical Success Factor


33. What does the service desk do??
Application support
1) Core Publications 2) Complimentary Guidance
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Any event which disrupts - or which could disrupt - a service


34. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
The implementation and management of IT services that meet the needs of the business.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


35. What is the scope of the Service Level Management process?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


36. What is the Process Manager's responsibility?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Up to each org to decide which service requests it will handle
To be accountable for the operational management of the process.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


37. What is Request for Change (RFC)?
A formal proposal for a change
A service asset that needs to be managed to deliver a service
It takes inputs and turn them into outputs.
intangible asset


38. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A service asset that needs to be managed to deliver a service
Return on Investment
1) Preferences 2) Past experiences 3) Communications


39. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
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.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A set of activities to accomplish an objective.


40. Where is a role defined?
A role is defined in a process or function.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
ensuer goals of service design stage are met with single point of coordination within this stage
All services under development - growth and Outlook.


41. What is the purpose of ITIL Complementatry Guidance?
1. Business Service Catalogue 2. Technical Service Catalogue.
The process that obtains value for money from suppliers.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Used to store and manage knowledge - info and data.


42. DIKW
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Data - Information - Knowledge - Wisdom
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
To provide best practice guidance to all types of organizations.


43. What are Retired Services?
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.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Services that are no longer available.


44. What are the objectives of IT Operations Management?
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...
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


45. What is the business value of Service Transition?
- Budgeting - Accounting - Charging (Billing)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To provide a balanced view of overall service
Align new/changed services with business requirements - Maximize value to the business operations


46. CMDB
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Configuration Management Database


47. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


48. What is the purpose of Service Design??
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Total Cost of Ownership


49. What are the three Service Design Agreements?

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50. Describe the Service Catalogue Management process.
Internal Service Provider - Shared Service Unit - External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
To provide and maintain a single source of info on all operational and ready to be introduced services