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 a Process?
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
- 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
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
A set of activities to accomplish an objective.


2. What is a Function?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A group of people and the tools they use to perform one or more processes or activities.
Configuration Management System
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.


3. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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 quantify the impact to the business that loss of service would have


4. What is the business value of Continual Service Improvement?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A set of best practice publications for IT service management
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
Functional requirements - SLAs - benefits and design constraints


5. What are the 4 P's in Service Design used for?
Business Impact Analysis
To provide a balanced view of overall service
Keep it simple - Use multi-level categorization - Use categorization for reporting
The ability to detect events - make sense of them and determine right control action


6. What are Change Management Activities?
- 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 provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1) Utility 2) Warranty
To plan - schedule & control the build - test & deployment of releases


7. What is a Service Pipeline?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
All services under development - growth and Outlook.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


8. What is the purpose of the Service Asset & Config Management (SACM) process?
Information Communication Technology
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...
Ensure assets required to deliver service are controlled and info is available for them
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


9. What are the design constraints for a service?
It defines performance and the alignment of IT services with the business.
- Capability constraints - Resource constraints - Utility constraints - And more...
It can improve utility and warranty of services incresing value.
The underlying cause of one or more failures


10. What are the five stages of the Service Lifecycle?
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 -
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. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
After closure and it is linked to major incident review


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

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12. What are two kinds of IT Services?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.)


13. BCM
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Action taken to recover after a failed change or release.
Business Continuity Management
Single Point Of Contact


14. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.


15. What are the supplier categories??
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
Strategic - Tactical - Operational - Commodity
To quantify the impact to the business that loss of service would have
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


16. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide a single source of information on all operational and ready for production services.
Underpinning Contract
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


17. What is the objective of Service Strategy
A set of discrete facts
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Business Continuity Plan
Qualitative and Quantitative


18. What is the scope of the Service Asset & Config Management (SACM) process?
Incidents never become problems. They co-exist
Includes management of the component lifecycle of every CI (config item)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A structured set of activities designed to accomplish a specific objective.


19. What interfacing processes are associated with Incident Management??
Operation Level Agreement
To be accountable for the operational management of the process.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
To quantify the impact to the business that loss of service would have


20. What is the Configuration Management System (CMS)?

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21. 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...
Supplier and Contract Management Information System
Up to each org to decide which service requests it will handle
Service Desk - Technical management - IT Operation Management - Application Management


22. Shared Services Unit
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


23. What is the purpose of the Release & Deployment Management process?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To plan - schedule & control the build - test & deployment of releases
- Capability constraints - Resource constraints - Utility constraints - And more...
It can improve utility and warranty of services incresing value.


24. What are the components of value?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Carry out one or more process activities


25. What is Business Value?
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.
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.
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 -
Services that provide customer with wanted business outcomes.


26. VBF
Vital Business Function
Similar to incident model - For problems that have an expensive solution
Services that provide customer with wanted business outcomes.
It comes from providing context to data - Who? - What? - When? - Where?


27. ICT
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Request for Change
Information Communication Technology
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


28. What is a Capability?
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) Quality Service 2) Cost-effective Services
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


29. What is the RACI matrix?
Return on Investment
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Underpinning Contract
Service Level Management


30. What are the objectives of Service Operation?
Service Level Agreement
Qualitative and Quantitative
- 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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


31. What is the definition of Service Level Requirements?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Set of responsibilities - activities and authorities granted to a person or a team.
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
A customer requirement for an aspect of an IT service


32. What is Request for Change (RFC)?
Ensure assets required to deliver service are controlled and info is available for them
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A formal proposal for a change
The ability to detect events - make sense of them and determine right control action


33. What is the Process Manager's responsibility?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Is responsible for managing applications through their lifecycle
To be accountable for the operational management of the process.
A group of people and the tools they use to perform one or more processes or activities.


34. What is the CSI approach?

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35. What is the purpose of ITIL Complementatry Guidance?
- Change Management - Service Asset & Config Management - Knowledge Management
Service Knowledge Management System
This is where the customer sees the actual value of the services
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


36. How is the Service Design Package used?
The system used to collect and manage Config Items (CI's)
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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


37. What is the purpose of Service Design??
Vital Business Function
- 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
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


38. CAM
Internal Service Provider - Shared Service Unit - External Service Provider
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- 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
Change Advisory Board


39. What are the four Service Operation functions?
Speeds up resolution - Concern of data quality
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


40. What is the Service Level Agreement?
A formal proposal for a change
Ownership regardless of escalation remains with the service desk
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
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. What are three types of events?

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42. What is Vital Business Functions?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Application support
A function that reflects the part of business process that is critical to success of business
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


43. CSF
Critical Success Factor
A service provided by an IT service provider made up of a combination of IT - people and processes.
Single Point Of Contact
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


44. What is the purpose of Request Fulfillment?

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45. What are the Capacity Sun- Processes?
Service Level Agreement
Incidents never become problems. They co-exist
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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)


46. CSI
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
Continual Service Improvement
Underpinning Contract


47. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
- Capability constraints - Resource constraints - Utility constraints - And more...
A service provided by an IT service provider made up of a combination of IT - people and processes.
Carry out one or more process activities


48. What is the purpose of the supplier management process?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
Share perspectives - ideas - experience & info to enable informed decisions


49. What are the the 4 P's in Service Design?
Service Asset and Configuration Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The implementation and management of IT services that meet the needs of the business.
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.


50. What influences the expected service?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Preferences 2) Past experiences 3) Communications
Design - testing - improvements of CI's
Total Cost of Ownership