Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What are the objectives of the Transition Planning & Support process?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Business Continuity 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...
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 Process Practitioner's responsibility?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
- 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 ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Carry out one or more process activities


3. What is a Service?
A set of best practice publications for IT service management
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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.


4. What is the RACI matrix?
Known Error Database
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A function that reflects the part of business process that is critical to success of business
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


5. 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.
- Manage access - Respond to requests for granting access - Oversee access
Supplier and Contract Management Information System
The result of an activity following a process or the delivery of a service.


6. What are the two primary elements of value?
It can identify weaknesses or areas of improvements.
Business Continuity Plan
1) Utility 2) Warranty
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


7. BCM
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.
Set of responsibilities - activities and authorities granted to a person or a team.
Business Continuity Management


8. What is the role of technical management?
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
Business Continuity Plan
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Governs the org's approach to Information Security Management


9. Describe the Information Security Management process.
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.
Makes use of knowledge to create value through well-informed decisions
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Pattern of Business Activity


10. What is Business Value?
Application support
Services that provide customer with wanted business outcomes.
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


11. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Service Level Management
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


12. What are the objectives of the Knowledge Management process??
Information Technology Infrastructure Library
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
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Incident management - Problem management - Event management - Request Fulfillment - Access Management


13. What processes does the Change Management process interface with?
Problem that has a documented root cause and workaround
Align new/changed services with business requirements - Maximize value to the business operations
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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.


14. What interfacing processes are associated with Incident Management??
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A service asset that needs to be managed to deliver a service
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


15. What are CSF's?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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 workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


16. What is the Information Security Policy?

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17. Resources are _____
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Tangible assets
Includes the processes - systems & functions to package - build - test and deploy a release in live use


18. What are three types of events?

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19. What is the objective of Service Strategy
To be accountable for the operational management of the process.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To quantify the impact to the business that loss of service would have
Business Continuity Management


20. What are the activities associated with Problem Management?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.
Service Asset and Configuration Management


21. What is a workaround?
1) Quality Service 2) Cost-effective Services
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Responsible - Accountable - Consult - Inform
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


22. What is ITIL?
A set of best practice publications for IT service 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 defines how to deliver services to meet a customer's business outcome - It defines how to manage services
- Vendor neutral - Non prescriptive - Best practice


23. What are the Change Types?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
- Capability constraints - Resource constraints - Utility constraints - And more...
It can improve utility and warranty of services incresing value.


24. What is risk?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
Vital Business Function


25. Internal Service Provider
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Definitive Media Library
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A service provider which functions within the business units they server.


26. What is a Process?
Set of responsibilities - activities and authorities granted to a person or a team.
A structured set of activities designed to accomplish a specific objective.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It takes inputs and turn them into outputs.


27. What are the components of value?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


28. What are the supplier categories??
Define steps required to restore business process following disruption
- Budgeting - Accounting - Charging (Billing)
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
Strategic - Tactical - Operational - Commodity


29. What are the objectives of Continual Service Improvement??
- Capability constraints - Resource constraints - Utility constraints - And more...
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
Ownership regardless of escalation remains with the service desk


30. How do you escalate an incident?
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
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)
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


31. What is the purpose of Change Management?
- Capability constraints - Resource constraints - Utility constraints - And more...
Data - Information - Knowledge - Wisdom
To control lifecycle of all changes to be made with minimal disruption to services
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


32. What is the scope of the Transition Planning & Support process?
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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Share perspectives - ideas - experience & info to enable informed decisions
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


33. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
It covers: - design - implementation - measurement -management -improvement of service and component availability
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To quantify the impact to the business that loss of service would have


34. What are the Incident Management activities??
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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 -
Similar to incident model - For problems that have an expensive solution
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


35. What are the objectives of Service Transition?
ensuer goals of service design stage are met with single point of coordination within this stage
Addition - modification - removal of anything that could have an effect on IT services
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
A function that reflects the part of business process that is critical to success of business


36. What is the scope of the seven steps to improvement?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
It can identify weaknesses or areas of improvements.
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


37. Describe the Capacity Management process.
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
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Information Technology Infrastructure Library
This is where the customer sees the actual value of the services


38. What is the definition of Service Improvement Plan?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


39. What is Data?
Design - testing - improvements of CI's
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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 set of discrete facts


40. What processes are related to of Service Operation??
The result of an activity following a process or the delivery of a service.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


41. What is the scope of Service Strategy??

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42. What is the purpose of the Capacity Management process?
Services that provide customer with wanted business outcomes.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Information Technology Infrastructure Library
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements


43. What are the basic concepts of Access Management?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A set of activities to accomplish an objective.
Service Desk - Technical management - IT Operation Management - Application Management
Access - Identity - Rights - Service or Service Groups - Directory Services


44. What is the scope of the Service Design phase?
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 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
Any event which disrupts - or which could disrupt - a service
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act


45. ICT
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
After closure and it is linked to major incident review
Information Communication Technology
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.


46. It's part of the SKMS (service knowledge management system)
Ownership regardless of escalation remains with the service desk
- 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
All services under development - growth and Outlook.
Speeds up resolution - Concern of data quality


47. Technical and Application Management are involved in ___________________

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48. What is Value?

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49. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Problem that has a documented root cause and workaround


50. What is a problem?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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)
The implementation and management of IT services that meet the needs of the business.
The underlying cause of one or more failures