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ITIL

Subjects : certifications, itil, it-skills

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 Owner's responsibility?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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
To quantify the impact to the business that loss of service would have

2. What are the objectives of Access Management?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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.
- Manage access - Respond to requests for granting access - Oversee access

3. What is the scope of the Service Design phase?
A group of people - tools and resources used to carry out a process activity.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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

4. What is Change Advisory Board (CAB)?
Set of responsibilities - activities and authorities granted to a person or a team.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

5. What is the purpose of the Capacity Management process?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1) Core Publications 2) Complimentary Guidance

6. OLA
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
To provide a single source of information on all operational and ready for production services.
Operation Level Agreement
The process that obtains value for money from suppliers.

7. What is the Service Owner's responsibility?
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
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
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)

8. What does a Release Policy include?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Vendor neutral - Non prescriptive - Best practice
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

9. What is the Information Security Policy?

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10. ROI
A formal proposal for a change
Set of responsibilities - activities and authorities granted to a person or a team.
Return on Investment
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

11. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
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.
Governs the org's approach to Information Security 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

12. What are the two primary elements of value?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1) Utility 2) Warranty
Business Continuity Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

13. RFC
A group of people - tools and resources used to carry out a process activity.
Lifecycle wide process and relevant to all lifecycles
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
Request for Change

14. What are examples of Config Items?
Assets such as server licenses and software licenses.
- 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
Responsible - Accountable - Consult - Inform
Underpinning Contract

15. What Service Transition processes support all lifecycle phases?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- Change Management - Service Asset & Config Management - Knowledge Management
1) Utility 2) Warranty

16. What are the Service Strategy processes and functions?
Qualitative and Quantitative
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

17. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The phase that turns service strategy into a plan for delivering the business outcomes.
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

18. UC
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Underpinning Contract
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Service Knowledge Management System

19. A workload profile is also referred to as?
Everyone except for Type III service providers (third parties)
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Pattern of Business Activity (PBA)
- Release & Deployment - Transition Planning & Support

20. What interfacing processes are associated with Incident Management??
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A formal proposal for major changes that involve high cost - risk or org. impact.

21. Facilities Management
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
This is where the customer sees the actual value of the services
Speeds up resolution - Concern of data quality
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

22. What is a Role?
A set of activities to accomplish an objective.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A set of responsibilities defined in a process and assigned to a person or team.
A formal proposal for a change

23. What are the objectives of the Transition Planning & Support process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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...
Inputs - Outputs - Activities - Measurements - Roles
Service Level Agreement

24. What are the objectives of the Service Design phase?
Total Cost of Ownership
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The result of an activity following a process or the delivery of a service.

25. What are the five aspects of Service Design?
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 -
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

26. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Set of responsibilities - activities and authorities granted to a person or a team.
Addition - modification - removal of anything that could have an effect on IT services
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m

27. What is the business value of Service Transition?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Align new/changed services with business requirements - Maximize value to the business operations
- Capability constraints - Resource constraints - Utility constraints - And more...
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

28. How is the Service Design Package used?
1) Preferences 2) Past experiences 3) Communications
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A structured set of activities designed to accomplish a specific objective.

29. What Service Transition processes primarily support the Service Transition phase?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Release & Deployment - Transition Planning & Support
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

30. A capability is an _________________
intangible asset
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

31. What are the objectives of Continual Service Improvement??
Inputs - Outputs - Activities - Measurements - Roles
A set of responsibilities defined in a process and assigned to a person or team.
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
Is a request from a user for info - advice - standard change - or access to an IT service

32. Why is automation of technology and architecture beneficial?
A function that reflects the part of business process that is critical to success of business
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
It can improve utility and warranty of services incresing value.
Up to each org to decide which service requests it will handle

33. DML
Definitive Media Library
By enhancing the performance of tasks and reducing the effect of constraints.
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.
Critical Success Factor

34. What drives service design?
Functional requirements - SLAs - benefits and design constraints
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
- 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
Value of Investment

35. What is Change?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Addition - modification - removal of anything that could have an effect on IT services
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

36. What do Change Models have?
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
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 set of discrete facts
Critical Success Factor

37. How do you categorize an incident?
By enhancing the performance of tasks and reducing the effect of constraints.
Service Strategy - Demand Management - Service Portfolio Management - and Financial 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.
Keep it simple - Use multi-level categorization - Use categorization for reporting

38. 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.
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)
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

39. What does the service desk do??
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The process that supports the Business Continuity Management process by managing risks that could affect services.
The process in which goals and objectives of service design stage are met
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

40. What are the objectives of the Service Level Management process?
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 - 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
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
This is where the customer sees the actual value of the services

41. What is Information?
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...
It comes from providing context to data - Who? - What? - When? - Where?
Is responsible for managing applications through their lifecycle
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

42. What levels are baselines established at?

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43. CMDB
It can identify weaknesses or areas of improvements.
All services under development - growth and Outlook.
Configuration Management Database
Vital Business Function

44. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

45. CAB
Service Asset and Configuration Management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Change Advisory Board
The phase that turns service strategy into a plan for delivering the business outcomes.

46. What is Value?

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47. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Incidents never become problems. They co-exist
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

48. SLM
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A function that reflects the part of business process that is critical to success of business
Service Level Management

49. What is the purpose of Event Management?
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
The ability to detect events - make sense of them and determine right control action
- 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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

50. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Value of Investment
Problem that has a documented root cause and workaround
All services under development - growth and Outlook.