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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 Business Value of Service Design?
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
A group of people - tools and resources used to carry out a process activity.
- Manage access - Respond to requests for granting access - Oversee access
1) Quality Service 2) Cost-effective Services

2. What is the purpose of Application Management?
Addition - modification - removal of anything that could have an effect on IT services
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Is responsible for managing applications through their lifecycle
To provide a single source of information on all operational and ready for production services.

3. What are the three types of services?
Change Advisory Board
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- Capability constraints - Resource constraints - Utility constraints - And more...

4. What is Utilitiy?

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5. What is a basline measurement?
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.
Vital Business Function
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It's he process responsible for managing the lifecycle of all service requests from users

6. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

7. What is an Alert?
A customer requirement for an aspect of an IT service
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It covers: - design - implementation - measurement -management -improvement of service and component availability
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

8. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Service Desk - Technical management - IT Operation Management - Application Management
Key Performance Indicator

9. Describe the Supplier Management process.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
The process that obtains value for money from suppliers.
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
- Release & Deployment - Transition Planning & Support

10. What is the role of technical management?
Request for Change
- 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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Is a request from a user for info - advice - standard change - or access to an IT service

11. ITSM
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
IT Service Management
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 -

12. What are the Service Strategy processes and functions?
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 system used to collect and manage Config Items (CI's)
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- 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

13. 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
A group of people - tools and resources used to carry out a process activity.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Keep it simple - Use multi-level categorization - Use categorization for reporting

14. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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 -
A formal proposal for a change

15. What are the objectives of Service Transition?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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 document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Qualitative and Quantitative

16. Who owns an incident?
Ownership regardless of escalation remains with the service desk
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)
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The process in which goals and objectives of service design stage are met

17. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
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.
Action taken to recover after a failed change or release.
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

18. What are two levels of availability?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Addition - modification - removal of anything that could have an effect on IT services
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

19. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Up to each org to decide which service requests it will handle
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
The process that obtains value for money from suppliers.

20. What are the objectives of the Capacity Management process?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
- 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
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!

21. What is the scope of Access Management?
Incidents never become problems. They co-exist
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
Executing the policies in information security management
The process that supports the Business Continuity Management process by managing risks that could affect services.

22. What is a workaround?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Executing the policies in information security management

23. CSI
To provide a single source of information on all operational and ready for production services.
Continual Service Improvement
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- 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

24. What is the purpose of Service Design??
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) 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.)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Any event which disrupts - or which could disrupt - a service

25. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To provide a balanced view of overall service
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

26. What is Value?

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27. What is Remediation Planning?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Action taken to recover after a failed change or release.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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

28. What is the scope of Service Strategy??

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29. When do you conduct a major problem review?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
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
After closure and it is linked to major incident review

30. What are the components of the ITIL framework?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1) Core Publications 2) Complimentary Guidance
All services under development - growth and Outlook.
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve

31. What are the five aspects of Service Design?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

32. What is Service Assets?
Services that provide customer with wanted business outcomes.
A set of best practice publications for IT service management
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.
The basis for value creation including both resources and capabilities

33. What is the scope of the seven steps to improvement?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Align new/changed services with business requirements - Maximize value to the business operations
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

34. What are the Service Transition processes??
- 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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Known Error Database
By enhancing the performance of tasks and reducing the effect of constraints.

35. What is Warranty?
- 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
Executing the policies in information security management
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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

36. What are the objectives of Incident Management?
- 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
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
After closure and it is linked to major incident review

37. What should Major Problem Review focus on?
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Service Asset and Configuration Management
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

38. DML
Definitive Media Library
Service Desk - Technical management - IT Operation Management - Application Management
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Define steps required to restore business process following disruption

39. CMS
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Configuration Management System
Speeds up resolution - Concern of data quality
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

40. What is a Process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A structured set of activities designed to accomplish a specific objective.
ensuer goals of service design stage are met with single point of coordination within this stage

41. What is the purpose of Service Operation?
- 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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A role is defined in a process or function.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

42. What is a Function?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A group of people - tools and resources used to carry out a process activity.
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 -

43. What is ITIL?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The basis for value creation including both resources and capabilities
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A set of best practice publications for IT service management

44. What is availability?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A role is defined in a process or function.

45. What is a Process Owner's responsibility?
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Fit for purpose-the functionality of a product or service to meet a particular need.

46. TCO
Total Cost of Ownership
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- 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
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

47. What is the purpose of Service Catalogue Management?
Lifecycle wide process and relevant to all lifecycles
To provide a single source of information on all operational and ready for production services.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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.

48. What are the Capacity Sun- Processes?
- Budgeting - Accounting - Charging (Billing)
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)
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.
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

49. How do services facilitate outcomes?
Services that provide customer with wanted business outcomes.
Total Cost of Ownership
By enhancing the performance of tasks and reducing the effect of constraints.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

50. What is an Event?
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.
It comes from providing context to data - Who? - What? - When? - Where?
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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service