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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

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

1. ITSM
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
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
IT Service Management

2. What is the purpose of Incident Management?
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Utility 2) Warranty
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.

3. KEDB
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Known Error Database
- 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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

4. What is the scope of the Service Level Management process?
Configuration Management System
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

5. When is the Service Design Package created or edited?
Accountable for the delivery of a specific service.
The process that obtains value for money from suppliers.
A set of activities to accomplish an objective.
- New service - Major change to service - Removal of service - Changes to the SDP itself

6. What are the Service Operation Functions??
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.
Service Desk - Technical management - IT Operation Management - Application Management
- Change Management - Service Asset & Config Management - Knowledge Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

7. What is Emergency Change Advisory Board (ECAB)?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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)
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.

8. What is the purpose of Service Catalogue Management?
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.
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To provide a single source of information on all operational and ready for production services.

9. Why is automation of technology and architecture beneficial?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Business Impact Analysis
It can improve utility and warranty of services incresing value.
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.

10. BIA
To provide a balanced view of overall service
It comes from providing context to data - Who? - What? - When? - Where?
Business Impact Analysis
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

11. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Request for Change
Key Performance Indicator
Value of Investment

12. What are the Service Strategy processes and functions?
- 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
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.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Any event which disrupts - or which could disrupt - a service

13. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Action taken to recover after a failed change or release.
Return on Investment

14. What do Change Models have?
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

15. What are the options of organizational structures of a service desk?
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
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
- 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
Incidents never become problems. They co-exist

16. What is the purpose of Service Transition?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
intangible asset

17. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
Addition - modification - removal of anything that could have an effect on IT services
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A set of best practice publications for IT service management

18. What is Request for Change (RFC)?
Accountable for the delivery of a specific service.
A formal proposal for a change
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

19. What are the two types of customers?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

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

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21. What is the scope of Service Operation??
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A structured set of activities designed to accomplish a specific objective.
The services themselves - Service management processes - Technology (management of infrastructure) - People

22. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A set of discrete facts
To control lifecycle of all changes to be made with minimal disruption to services
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.

23. What is the purpose of Change Management?
Data - Information - Knowledge - Wisdom
The result of an activity following a process or the delivery of a service.
Service Level Agreement
To control lifecycle of all changes to be made with minimal disruption to services

24. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
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
Access - Identity - Rights - Service or Service Groups - Directory Services
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

25. Who owns an incident?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
Ownership regardless of escalation remains with the service desk
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.

26. CSI
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Continual Service Improvement
Lifecycle wide process and relevant to all lifecycles

27. What are the two primary elements of value?
Align new/changed services with business requirements - Maximize value to the business operations
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.)
1) Utility 2) Warranty

28. PBA
Definitive Media Library
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Pattern of Business Activity
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

29. What characteristics does a process have?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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

30. What drives service design?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Functional requirements - SLAs - benefits and design constraints
1) Core Publications 2) Complimentary Guidance
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.

31. What are the four Service Operation functions?
A function that reflects the part of business process that is critical to success of business
Vital Business Function
Internal Service Provider - Shared Service Unit - External Service Provider
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

32. ICT
Information Communication Technology
To provide and maintain a single source of info on all operational and ready to be introduced services
Used to store and manage knowledge - info and data.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

33. What are the phases of the ITIL Service Lifecycle?
Supplier and Contract Management Information System
- Release & Deployment - Transition Planning & Support
The process that obtains value for money from suppliers.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

34. Detail the Process Owner's responsibilities
The level to which the service meets a customer's expectation.
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
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
Change Advisory Board

35. What are the three Service Design Agreements?

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36. Why do organizations use ITIL?
A set of best practice publications for IT service management
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.

37. How do you prioritize an incident?
Similar to incident model - For problems that have an expensive solution
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.

38. What is the scope of the Release & Deployment Management process?
A service provider which functions within the business units they server.
Change Advisory Board
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Configuration Item

39. Describe the Service Level Management process.
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
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.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Strategic - Tactical - Operational - Commodity

40. What is the scope of Event Management?

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41. What are the objectives of technical management?

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42. What are KPI's?
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 -
Single Point Of Contact
Configuration Item
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)

43. A workload profile is also referred to as?
By enhancing the performance of tasks and reducing the effect of constraints.
Pattern of Business Activity (PBA)
Is a request from a user for info - advice - standard change - or access to an IT service
The phase that turns service strategy into a plan for delivering the business outcomes.

44. What is the definition of a Service Review?
After closure and it is linked to major incident review
Service Level Agreement
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

45. IT Ops and Application Management are involved in _____________________
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
Application support
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

46. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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

47. What is the purpose of the Release & Deployment Management process?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
It can identify weaknesses or areas of improvements.
To plan - schedule & control the build - test & deployment of releases
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)

48. What is a Process?
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 set of activities to accomplish an objective.
The process that obtains value for money from suppliers.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

49. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Application support
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 -

50. Internal Service Provider
The process to ensure that the level of availability in services needs agrees with the required needs
Define steps required to restore business process following disruption
Vital Business Function
A service provider which functions within the business units they server.