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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 the scope of the Service Design phase?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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
Emergency Change Advisory Board
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

2. What interfacing processes are associated with Incident Management??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Service Level Management

3. What are the objectives of the Service Asset & Config Management (SACM) process??

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4. What are the objectives of IT Operations Management?
Known Error Database
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A service provided by an IT service provider made up of a combination of IT - people and processes.

5. What is the purpose of the Service Asset & Config Management (SACM) process?
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) 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)
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)
Ensure assets required to deliver service are controlled and info is available for them

6. Where is a role defined?
- 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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A role is defined in a process or function.

7. What are the ITSCM process activities??
- 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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Data - Information - Knowledge - Wisdom
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

8. What are the objectives of the seven steps to improvement?
The phase that turns service strategy into a plan for delivering the business outcomes.
It can identify weaknesses or areas of improvements.
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
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

9. What are the Capacity Sun- Processes?
- 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
Services that provide customer with wanted business outcomes.
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)
Responsible - Accountable - Consult - Inform

10. What is a Service?
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
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.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Used to store and manage knowledge - info and data.

11. What is the scope of the Knowledge Management process?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Lifecycle wide process and relevant to all lifecycles
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Access - Identity - Rights - Service or Service Groups - Directory Services

12. DML
Accountable for the delivery of a specific service.
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 customers - The services - How value is created - How assets underpin value - The delivery and funding model
Definitive Media Library

13. What is a Service Portfolio?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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 -
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.
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.

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

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15. What are the three types of services?
A set of responsibilities defined in a process and assigned to a person or team.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To control lifecycle of all changes to be made with minimal disruption to services

16. Describe the Information Security Management process.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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.
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

17. What is availability?
Align new/changed services with business requirements - Maximize value to the business operations
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
- Capability constraints - Resource constraints - Utility constraints - And more...

18. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Total Cost of Ownership

19. What are some Service Level Management Activities?
intangible asset
Makes use of knowledge to create value through well-informed decisions
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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

20. How do you escalate an incident?
Supplier and Contract Management Information System
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)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Incident management - Problem management - Event management - Request Fulfillment - Access Management

21. What are two availability management activities?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
ensuer goals of service design stage are met with single point of coordination within this stage
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

22. What are the 4 levels of service provision expectations?

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23. What is the purpose of IT Operations Management?
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Lifecycle wide process and relevant to all lifecycles
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

24. SKMS
Define steps required to restore business process following disruption
Service Knowledge Management System
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

25. How can the impact of risk be measured?
Qualitative and Quantitative
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
Pattern of Business Activity
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

26. What is the Information Security Policy?

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27. BCM
Set of responsibilities - activities and authorities granted to a person or a team.
This is where the customer sees the actual value of the services
Business Continuity Management
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

28. What is an Event?
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

29. What is the scope of Incident Management?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Any event which disrupts - or which could disrupt - a service
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
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

30. What is the business value of Service Transition?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Align new/changed services with business requirements - Maximize value to the business operations
Critical Success Factor
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve

31. What is the scope of Access Management?
Business Impact Analysis
Executing the policies in information security management
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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

32. What does the service desk do??
To provide a balanced view of overall service
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
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.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

33. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Everyone except for Type III service providers (third parties)
A formal proposal for a change
Data - Information - Knowledge - Wisdom

34. Why is automation of technology and architecture beneficial?
The result of an activity following a process or the delivery of a service.
Critical Success Factor
It can improve utility and warranty of services incresing value.
Fit for Purpose - The functionality of a product or service from a customer's perspective.

35. What is Utility?
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
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.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Fit for purpose-the functionality of a product or service to meet a particular need.

36. What is the Snapshot?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
The phase that turns service strategy into a plan for delivering the business outcomes.
Similar to incident model - For problems that have an expensive solution

37. What actvities does Business Relationship Management Activities refer to?
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.

38. What are the objectives of Availability Management process?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The underlying cause of one or more failures

39. What is the purpose of the Design Coordination process?
Includes management of the component lifecycle of every CI (config item)
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)
ensuer goals of service design stage are met with single point of coordination within this stage
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

40. What are the technical management groups?
Value of Investment
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)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Assets such as server licenses and software licenses.

41. What is Remediation Planning?
Action taken to recover after a failed change or release.
The implementation and management of IT services that meet the needs of the business.
Total Cost of Ownership
intangible asset

42. What are the two types of customers?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Is responsible for managing applications through their lifecycle

43. What are the objectives of Service Operation?
- 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
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)
Carry out one or more process activities
To provide best practice guidance to all types of organizations.

44. What are the five Service Operation processes?
Assets such as server licenses and software licenses.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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.

45. What are four Service Level Agreement Frameworks??
Internal Service Provider - Shared Service Unit - External Service Provider
Underpinning Contract
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.

46. RACI
After closure and it is linked to major incident review
Responsible - Accountable - Consult - Inform
Emergency Change Advisory Board
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

47. What is the purpose of Service Transition?
It covers: - design - implementation - measurement -management -improvement of service and component availability
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Functional requirements - SLAs - benefits and design constraints
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

48. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
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.
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

49. How do you prioritize an incident?
Critical Success Factor
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
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

50. What are the Incident Management activities??
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
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 -
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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