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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. ITIL
Keep it simple - Use multi-level categorization - Use categorization for reporting
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Preferences 2) Past experiences 3) Communications
Information Technology Infrastructure Library

2. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
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
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

3. RFC
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Request for Change
- Release & Deployment - Transition Planning & Support
- New service - Major change to service - Removal of service - Changes to the SDP itself

4. What are the objectives of the Knowledge Management process??
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
Pattern of Business Activity (PBA)
intangible asset
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

5. What are four Service Level Agreement Frameworks??
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk

6. What is Warranty?
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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

7. What are the objectives of the service desk??
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define steps required to restore business process following disruption
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

8. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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 is a basline measurement?
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
It takes inputs and turn them into outputs.
Information Technology Infrastructure Library
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

10. What is a Problem Model??
- 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
Similar to incident model - For problems that have an expensive solution
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
- 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

11. What is the purpose of Service Transition?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.
Is a notification that a threshold has been reached - something has changed - or a failure has occured

12. Volume/Phase 3: Service Transition - What is it?
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.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- 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 is a Function?
Business Continuity Management
A service asset that needs to be managed to deliver a service
Known Error Database
A group of people - tools and resources used to carry out a process activity.

14. What is an Alert?
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
1) Preferences 2) Past experiences 3) Communications
Is a notification that a threshold has been reached - something has changed - or a failure has occured

15. What is the purpose of the Design Coordination process?
Known Error Database
ensuer goals of service design stage are met with single point of coordination within this stage
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
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.

16. What is Business Value?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Functional requirements - SLAs - benefits and design constraints
1) Core Publications 2) Complimentary Guidance
Services that provide customer with wanted business outcomes.

17. What is stored in the Service Knowledge Management System (SKMS)??

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18. What is a Business Case?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Key Performance Indicator
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

19. What is a major incident?
To provide a balanced view of overall service
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Includes management of the component lifecycle of every CI (config item)
Change Advisory Board

20. What is a Business Continuity Plan?
Agreement between an IT service provider and another part of same organization that assists with service provision
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
Define steps required to restore business process following disruption
Continual Service Improvement

21. CMDB
Qualitative and Quantitative
Configuration Management Database
Similar to incident model - For problems that have an expensive solution
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

22. What are the Capacity Sun- Processes?
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)
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- 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

23. When do you conduct a major problem review?
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.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
After closure and it is linked to major incident review
Data - Information - Knowledge - Wisdom

24. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1) Preferences 2) Past experiences 3) Communications
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

25. What is Utilitiy?

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26. Describe the IT Service Continuity Management process.
A set of best practice publications for IT service management
The process that supports the Business Continuity Management process by managing risks that could affect services.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Release & Deployment - Transition Planning & Support

27. BIA
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Change Management - Service Asset & Config Management - Knowledge Management
Business Impact Analysis

28. Shared Services Unit
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.)
A role is defined in a process or function.
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.
A set of discrete facts

29. ECAB
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.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Emergency Change Advisory Board
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

30. OLA
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Business Continuity Plan
Operation Level Agreement
Internal Service Provider - Shared Service Unit - External Service Provider

31. What are the objectives of Service Transition?
The process that obtains value for money from suppliers.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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.

32. What is a Resource?
1) Preferences 2) Past experiences 3) Communications
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
The services themselves - Service management processes - Technology (management of infrastructure) - People
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

33. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Change Advisory Board
Makes use of knowledge to create value through well-informed decisions
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

34. What is the purpose of ITIL Complementatry Guidance?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The ability to detect events - make sense of them and determine right control action
- Change Management - Service Asset & Config Management - Knowledge Management

35. What is Service Management?
Assets such as server licenses and software licenses.
Supplier and Contract Management Information System
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

36. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
A role is defined in a process or function.
Known Error Database
Speeds up resolution - Concern of data quality

37. What is a Role?
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 -
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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.
A set of responsibilities defined in a process and assigned to a person or team.

38. What is a Service Catalogue?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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.
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.)
A service provided by an IT service provider made up of a combination of IT - people and processes.

39. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Services that provide customer with wanted business outcomes.
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
A group of people and the tools they use to perform one or more processes or activities.

40. Why is automation of technology and architecture beneficial?
After closure and it is linked to major incident review
It can improve utility and warranty of services incresing value.
Request for Change
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

41. What should an incident model include??
Similar to incident model - For problems that have an expensive solution
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
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.

42. What are the objectives of Problem Management?
Responsible - Accountable - Consult - Inform
A service provided by an IT service provider made up of a combination of IT - people and processes.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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)

43. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
It's he process responsible for managing the lifecycle of all service requests from users

44. What is the purpose of Access Management?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Vital Business Function
Tp provide the right for users to be able to use a service or group of services
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

45. What is the relationship between Incidents and Problems?
It comes from providing context to data - Who? - What? - When? - Where?
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.
Incidents never become problems. They co-exist
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

46. What are Retired Services?
Key Performance Indicator
Services that are no longer available.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Fit for Purpose - The functionality of a product or service from a customer's perspective.

47. What are Change Management Activities?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

48. What are the objectives of Access Management?
intangible asset
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
- Manage access - Respond to requests for granting access - Oversee access
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

49. What is Remediation Planning?
Action taken to recover after a failed change or release.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
Key Performance Indicator

50. What is the scope of the Transition Planning & Support process?
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.
Services that provide customer with wanted business outcomes.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A formal proposal for a change