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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. External Service Provider
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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)
Key Performance Indicator
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

2. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Pattern of Business Activity (PBA)
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.
A formal proposal for major changes that involve high cost - risk or org. impact.

3. ITSM
- 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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
IT Service Management
Service Desk - Technical management - IT Operation Management - Application Management

4. What are the objectives of Request Fulfillment?
Value of Investment
- Budgeting - Accounting - Charging (Billing)
Includes management of the component lifecycle of every CI (config item)
- 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

5. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A service provider which functions within the business units they server.

6. What is the purpose of Service Catalogue Management?
A set of discrete facts
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To quantify the impact to the business that loss of service would have
To provide a single source of information on all operational and ready for production services.

7. Internal Service Provider
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Problem that has a documented root cause and workaround
A structured set of activities designed to accomplish a specific objective.
A service provider which functions within the business units they server.

8. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Emergency Change Advisory Board
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

9. What are two levels of availability?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It comes from providing context to data - Who? - What? - When? - Where?

10. What are the supplier categories??
Design - testing - improvements of CI's
Strategic - Tactical - Operational - Commodity
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
Keep it simple - Use multi-level categorization - Use categorization for reporting

11. What are the seven steps to improvement?
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
Lifecycle wide process and relevant to all lifecycles
IT Service 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

12. What are the layers of the Configuration Management System (CMS)?
To control lifecycle of all changes to be made with minimal disruption to services
Tangible assets
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Define steps required to restore business process following disruption

13. When do you conduct a major problem review?
After closure and it is linked to major incident review
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
Service Desk - Technical management - IT Operation Management - Application Management
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)

14. BIA
Action taken to recover after a failed change or release.
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.
Pattern of Business Activity (PBA)
Business Impact Analysis

15. It's part of the SKMS (service knowledge management system)
By enhancing the performance of tasks and reducing the effect of constraints.
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
Speeds up resolution - Concern of data quality
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

16. What is the purpose of ITIL Complementatry Guidance?
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
Tp provide the right for users to be able to use a service or group of services
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

17. What is a Process?
A structured set of activities designed to accomplish a specific objective.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- Manage access - Respond to requests for granting access - Oversee access

18. Facilities Management
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
Governs the org's approach to Information Security Management
To provide a balanced view of overall service
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

19. What are the objectives of Service Transition?
1) Quality Service 2) Cost-effective Services
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
Business Impact Analysis
Application support

20. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
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
It defines performance and the alignment of IT services with the business.

21. What is Vital Business Functions?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A function that reflects the part of business process that is critical to success of business
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

22. What is the Business Value of Service Design?
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
A set of activities to accomplish an objective.
1) Quality Service 2) Cost-effective Services
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

23. How is the Service Design Package used?
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
Is a request from a user for info - advice - standard change - or access to an IT service
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The process that supports the Business Continuity Management process by managing risks that could affect services.

24. CSF
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The ability to detect events - make sense of them and determine right control action
Critical Success Factor
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

25. VBF
Vital Business Function
To quantify the impact to the business that loss of service would have
Known Error Database
Operation Level Agreement

26. Detail the Process Owner's responsibilities
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.
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 set of activities to accomplish an objective.
Information Communication Technology

27. Describe the Capacity Management process.
A formal proposal for major changes that involve high cost - risk or org. impact.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Configuration Management System
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

28. What is an Event?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

29. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
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
Responsible - Accountable - Consult - Inform
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

30. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
Data - Information - Knowledge - Wisdom
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Is a notification that a threshold has been reached - something has changed - or a failure has occured

31. What is Data?
A set of discrete facts
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A set of best practice publications for IT service management
The process in which goals and objectives of service design stage are met

32. Technical and Application Management are involved in ___________________
Design - testing - improvements of CI's
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.
Return on Investment
A formal proposal for major changes that involve high cost - risk or org. impact.

33. What is Wisdom?
Vital Business Function
Makes use of knowledge to create value through well-informed decisions
To provide best practice guidance to all types of organizations.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

34. What is the purpose of Service Strategy?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
The underlying cause of one or more failures
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

35. What is Information?
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.
It comes from providing context to data - Who? - What? - When? - Where?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- 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

36. What are the Change Types?
Action taken to recover after a failed change or release.
- 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
Executing the policies in information security management
- 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

37. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
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
- Budgeting - Accounting - Charging (Billing)
It takes inputs and turn them into outputs.

38. What are the phases of Release & Deployment?
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.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

39. ICT
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 function that reflects the part of business process that is critical to success of business
Information Communication Technology
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

40. How do you prioritize an incident?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Internal Service Provider - Shared Service Unit - External Service Provider
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

41. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The system used to collect and manage Config Items (CI's)
Tangible assets
- 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

42. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
ensuer goals of service design stage are met with single point of coordination within this stage

43. What is the purpose of Business Relationship 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 process in which goals and objectives of service design stage are met
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- Budgeting - Accounting - Charging (Billing)

44. What are the basic concepts of Access Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
It comes from providing context to data - Who? - What? - When? - Where?
Access - Identity - Rights - Service or Service Groups - Directory Services

45. Volume/Phase 4: Service Operation - What is it?
Ownership regardless of escalation remains with the service desk
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

46. What are the the 4 P's in Service Design?
Action taken to recover after a failed change or release.
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

47. DIKW
Data - Information - Knowledge - Wisdom
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Up to each org to decide which service requests it will handle
The ability to detect events - make sense of them and determine right control action

48. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Data - Information - Knowledge - Wisdom
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.

49. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1. Business Service Catalogue 2. Technical Service Catalogue.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

50. What is ITIL?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A set of best practice publications for IT service management
Configuration Management System

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