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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. What is the purpose of Request Fulfillment?
IT Service Management
Configuration Item
It's he process responsible for managing the lifecycle of all service requests from users
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

2. What are the objectives of the Service Asset & Config Management (SACM) process??
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
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
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
Critical Success Factor

3. What is the definition of a Service Level Agreement Monitoring Chart?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

4. What drives service design?
Functional requirements - SLAs - benefits and design constraints
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The process to ensure that the level of availability in services needs agrees with the required needs

5. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Addition - modification - removal of anything that could have an effect on IT services
- Change Management - Service Asset & Config Management - Knowledge 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

6. What is the purpose of Service Catalogue Management?
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
A service asset that needs to be managed to deliver a service
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To provide a single source of information on all operational and ready for production services.

7. What is the purpose of the IT Service Continuity Management (ITSCM) process?
It comes from providing context to data - Who? - What? - When? - Where?
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
Any event which disrupts - or which could disrupt - a service
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

8. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The process that supports the Business Continuity Management process by managing risks that could affect services.

9. What is the purpose of the supplier management process?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
IT Service Management
Is a notification that a threshold has been reached - something has changed - or a failure has occured

10. What is Vital Business Functions?
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.
A function that reflects the part of business process that is critical to success of business
IT Service Management
A set of responsibilities defined in a process and assigned to a person or team.

11. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

12. What are the five aspects of Service Design?
Service Level Agreement
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Services that are no longer available.

13. What is Change?
- 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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Addition - modification - removal of anything that could have an effect on IT services
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

14. What is a Change Proposal?
Assets such as server licenses and software licenses.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A formal proposal for major changes that involve high cost - risk or org. impact.
It can identify weaknesses or areas of improvements.

15. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
The phase that turns service strategy into a plan for delivering the business outcomes.
Application support
The process in which goals and objectives of service design stage are met

16. ECAB
Emergency Change Advisory Board
To provide a single source of information on all operational and ready for production services.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Application support

17. What processes interfaces with Problem Management?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The process that obtains value for money from suppliers.
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

18. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
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.)

19. Detail the Process Owner's responsibilities
A group of people - tools and resources used to carry out a process activity.
Share perspectives - ideas - experience & info to enable informed decisions
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

20. What is the purpose of Service Strategy?
It covers: - design - implementation - measurement -management -improvement of service and component availability
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
- Vendor neutral - Non prescriptive - Best practice
Pattern of Business Activity

21. What is the scope of Service Transition?
Is a request from a user for info - advice - standard change - or access to an IT service
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

22. What are the Incident Management activities??
Share perspectives - ideas - experience & info to enable informed decisions
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 process that obtains value for money from suppliers.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

23. IT Ops and Application Management are involved in _____________________
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Known Error Database
Application support

24. CAB
Services that are no longer available.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Change Advisory Board
The result of an activity following a process or the delivery of a service.

25. What are the Service Strategy processes and functions?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The services themselves - Service management processes - Technology (management of infrastructure) - People

26. What is risk?
A service provided by an IT service provider made up of a combination of IT - people and processes.
The result of an activity following a process or the delivery of a service.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
It's he process responsible for managing the lifecycle of all service requests from users

27. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

28. What is the CSI approach?
A service provider which functions within the business units they server.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Is a request from a user for info - advice - standard change - or access to an IT service
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m

29. What are four Service Level Agreement Frameworks??
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1. Business Service Catalogue 2. Technical Service Catalogue.
Functional requirements - SLAs - benefits and design constraints

30. What are the components of the ITIL framework?
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.
- Change Management - Service Asset & Config Management - Knowledge Management
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Core Publications 2) Complimentary Guidance

31. What are the objectives of Availability Management process?
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
The process that obtains value for money from suppliers.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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

32. What is the purpose of ITIL Complementatry Guidance?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Tangible assets
A function that reflects the part of business process that is critical to success of business

33. What are the objectives of the Change Management Process?
Vital Business Function
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A customer requirement for an aspect of an IT service
- 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

34. What are the objectives of the Release & Deployment Management process?
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.
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)
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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 -

35. What is the Known Error Database (KEDB)?
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
Set of responsibilities - activities and authorities granted to a person or a team.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
All services under development - growth and Outlook.

36. What are the three Service Design Agreements?
Internal Service Provider - Shared Service Unit - External Service Provider
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

37. What types of metrics are there and what are they??
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
- 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
To provide and maintain a single source of info on all operational and ready to be introduced services
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

38. What are the objectives of Event 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
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
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

39. Name the characteristics of value
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

40. What is a Function?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Share perspectives - ideas - experience & info to enable informed decisions
A group of people - tools and resources used to carry out a process activity.
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

41. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Strategic - Tactical - Operational - Commodity
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

42. ITSM
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
- 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
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
IT Service Management

43. RACI
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
Key Performance Indicator
Responsible - Accountable - Consult - Inform
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

44. What are the Change Types?
Service Asset and Configuration Management
The process that supports the Business Continuity Management process by managing risks that could affect services.
Strategic - Tactical - Operational - Commodity
- 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

45. ROI
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Return on Investment
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
Is a request from a user for info - advice - standard change - or access to an IT service

46. What are the objectives of the Service Level Management process?
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Release & Deployment - Transition Planning & Support
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

47. What does process definitions describe??
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
Inputs - Outputs - Activities - Measurements - Roles
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Single Point Of Contact

48. What is Value?
The level to which the service meets a customer's expectation.
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.
Problem that has a documented root cause and workaround
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

49. What is the purpose of the Service Asset & Config Management (SACM) process?
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
Information Technology Infrastructure Library
Ensure assets required to deliver service are controlled and info is available for them
Business Impact Analysis

50. Describe the IT Service Continuity Management process.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Used to store and manage knowledge - info and data.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and

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