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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.
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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 are the objectives of Application Management?

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2. What is a Process?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
It's he process responsible for managing the lifecycle of all service requests from users
A set of activities to accomplish an objective.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

3. What is Emergency Change Advisory Board (ECAB)?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Release & Deployment - Transition Planning & Support
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.

4. CAB
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
Change Advisory Board
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Manage access - Respond to requests for granting access - Oversee access

5. What is the purpose of Service Portfolio 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.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Incidents never become problems. They co-exist

6. What is a Service Pipeline?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
All services under development - growth and Outlook.

7. What is the scope of the Release & Deployment Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Includes the processes - systems & functions to package - build - test and deploy a release in live use

8. What drives service design?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Functional requirements - SLAs - benefits and design constraints
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Set of responsibilities - activities and authorities granted to a person or a team.

9. What are the objectives of Event 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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

10. What are the Service Transition processes??
To provide best practice guidance to all types of organizations.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Action taken to recover after a failed change or release.

11. What are two levels of availability?
Business Continuity Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

12. What is the scope of Request Fulfillment?
A customer requirement for an aspect of an IT service
Up to each org to decide which service requests it will handle
- Capability constraints - Resource constraints - Utility constraints - And more...
A service provider which functions within the business units they server.

13. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Business Impact Analysis
Executing the policies in information security management
intangible asset

14. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
Change Advisory Board
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

15. What is the purpose of Service Catalogue Management?
The process that supports the Business Continuity Management process by managing risks that could affect services.
To provide a single source of information on all operational and ready for production services.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Ownership regardless of escalation remains with the service desk

16. A capability is an _________________
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
intangible asset
Provide overall planning for service transition and coordinate resources required for it
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

17. What is a Role?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A customer requirement for an aspect of an IT service
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A set of responsibilities defined in a process and assigned to a person or team.

18. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
The process in which goals and objectives of service design stage are met

19. What topics are covered in Service Strategy?
Everyone except for Type III service providers (third parties)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
After closure and it is linked to major incident review
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

20. Describe the Service Level Management process.
- 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 process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.

21. What is Remediation Planning?
Problem that has a documented root cause and workaround
Action taken to recover after a failed change or release.
ensuer goals of service design stage are met with single point of coordination within this stage
Align new/changed services with business requirements - Maximize value to the business operations

22. What is availability?
It can improve utility and warranty of services incresing value.
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.
Governs the org's approach to Information Security Management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

23. What is the Definitive Media Library?

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24. What is an Outcome?
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
The result of an activity following a process or the delivery of a service.
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.

25. How can the impact of risk be measured?
Qualitative and Quantitative
Used to store and manage knowledge - info and data.
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)
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

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

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27. 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)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Ownership regardless of escalation remains with the service desk

28. SLM
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Service Level Management
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.

29. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Up to each org to decide which service requests it will handle
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.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

30. What is the scope of Continual Service Improvement??
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A group of people and the tools they use to perform one or more processes or activities.

31. What is the Snapshot?
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.
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.
Executing the policies in information security management
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

32. Who are the Key Stakeholders?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
A group of people - tools and resources used to carry out a process activity.

33. What is the scope of the seven steps to improvement?
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
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.

34. BCP
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Business Continuity Plan
Return on Investment
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.

35. What is the purpose of the Transition Planning & Support process?
Application support
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Provide overall planning for service transition and coordinate resources required for it

36. What is the purpose of IT Operations Management?
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
Request for Change
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.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

37. What is the scope of the Knowledge Management process?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Lifecycle wide process and relevant to all lifecycles
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

38. What is the RACI matrix?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Responsible - Accountable - Consult - Inform

39. What is the purpose of the Capacity Management process?
The process that supports the Business Continuity Management process by managing risks that could affect services.
To provide a single source of information on all operational and ready for production services.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A service provider which functions within the business units they server.

40. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Functional requirements - SLAs - benefits and design constraints
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

41. What are the objectives of the Release & Deployment Management process?
The process in which goals and objectives of service design stage are met
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 -
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Services that provide customer with wanted business outcomes.

42. Who owns an incident?
Ownership regardless of escalation remains with the service desk
It covers: - design - implementation - measurement -management -improvement of service and component availability
The services themselves - Service management processes - Technology (management of infrastructure) - People
Includes management of the component lifecycle of every CI (config item)

43. What is a Service Request?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
A set of activities to accomplish an objective.
Is a request from a user for info - advice - standard change - or access to an IT service
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.

44. PBA
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Provide overall planning for service transition and coordinate resources required for it
Pattern of Business Activity
- Manage access - Respond to requests for granting access - Oversee access

45. How do you prioritize an incident?
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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- New service - Major change to service - Removal of service - Changes to the SDP itself
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

46. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Inputs - Outputs - Activities - Measurements - Roles
It takes inputs and turn them into outputs.
The implementation and management of IT services that meet the needs of the business.

47. What is a Process Owner's responsibility?
The result of an activity following a process or the delivery of a service.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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 -

48. What is Value?

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49. What are the layers of the Configuration Management System (CMS)?
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
Application support
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

50. What is the business value of Continual Service Improvement?
Makes use of knowledge to create value through well-informed decisions
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
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 service provided by an IT service provider made up of a combination of IT - people and processes.

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