ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is a Service?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Service Asset and Configuration Management
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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.


2. What is the business value of Service Operation?
- 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
intangible asset
This is where the customer sees the actual value of the services
- New service - Major change to service - Removal of service - Changes to the SDP itself


3. What is the CSI approach?

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4. What is the content of a Business Case?
The ability to detect events - make sense of them and determine right control action
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A structured set of activities designed to accomplish a specific objective.


5. What is the Information Security Policy?

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6. What is the purpose of ITIL Core Publications?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To provide and maintain a single source of info on all operational and ready to be introduced services
To provide best practice guidance to all types of organizations.
The basis for value creation including both resources and capabilities


7. Who should the Information Security Policy be communicated to?
1) Utility 2) Warranty
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Everyone except for Type III service providers (third parties)


8. What are the objectives of the Service Level Management process?
Service Knowledge Management System
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Access - Identity - Rights - Service or Service Groups - Directory Services
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


9. What should Major Problem Review focus on?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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


10. What is the business value of Continual Service Improvement?
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
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The process to ensure that the level of availability in services needs agrees with the required needs


11. What does the service desk do??
The process that obtains value for money from suppliers.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


12. SLM
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service Level Management
A service asset that needs to be managed to deliver a service


13. What is a workaround?
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.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


14. What are four Service Level Agreement Frameworks??
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
Qualitative and Quantitative
IT Service Management
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


15. What interfacing processes are associated with Incident Management??
All services under development - growth and Outlook.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


16. What are the objectives of the Change Management Process?

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17. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Everyone except for Type III service providers (third parties)
A formal proposal for major changes that involve high cost - risk or org. impact.
Critical Success Factor


18. What are the objectives of Continual Service Improvement??
A customer requirement for an aspect of an IT service
Responsible - Accountable - Consult - Inform
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
Pattern of Business Activity


19. What are the five aspects of Service Design?
- Manage access - Respond to requests for granting access - Oversee access
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Vital Business Function
Ownership regardless of escalation remains with the service desk


20. What actvities does Business Relationship Management Activities refer to?
A set of discrete facts
Key Performance Indicator
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


21. What does process definitions describe??
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 Continuity Plan
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
Inputs - Outputs - Activities - Measurements - Roles


22. What is Wisdom?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Makes use of knowledge to create value through well-informed decisions
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The implementation and management of IT services that meet the needs of the business.


23. What are the processes related to Service Design?
Provide overall planning for service transition and coordinate resources required for it
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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.


24. Describe Time Scales of Incident Management

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25. What is the business value of the service desk?
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


26. External Service Provider
It can identify weaknesses or areas of improvements.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A formal proposal for major changes that involve high cost - risk or org. impact.
Define steps required to restore business process following disruption


27. What is the purpose of the IT Service Continuity Management (ITSCM) process?
The underlying cause of one or more failures
Service Level Management
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.)
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


28. SACM
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
Service Asset and Configuration Management
To provide a balanced view of overall service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info


29. What are the objectives of Service Transition?
Responsible - Accountable - Consult - Inform
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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


30. 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) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Makes use of knowledge to create value through well-informed decisions
The level to which the service meets a customer's expectation.


31. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
It can improve utility and warranty of services incresing value.
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 -
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.)


32. Detail the Process Manager's responsibilities
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
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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


33. What is the purpose of Request Fulfillment?

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34. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
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 -
- 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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


35. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Share perspectives - ideas - experience & info to enable informed decisions
The underlying cause of one or more failures
Business Continuity Management


36. What are the objectives of the Capacity Management process?
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
A structured set of activities designed to accomplish a specific objective.
Share perspectives - ideas - experience & info to enable informed decisions
A function that reflects the part of business process that is critical to success of business


37. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Value of Investment
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


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

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39. What is Information?
Request for Change
- 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
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.
It comes from providing context to data - Who? - What? - When? - Where?


40. What is a Service Catalogue?
Problem that has a documented root cause and workaround
A service asset that needs to be managed to deliver a service
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.
A set of discrete facts


41. CSI
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Continual Service Improvement
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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


42. What is Utilitiy?

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43. What is the purpose of Problem Management?
A service provider which functions within the business units they server.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Assets such as server licenses and software licenses.
A formal proposal for major changes that involve high cost - risk or org. impact.


44. What is ITIL?
A set of best practice publications for IT service management
A group of people - tools and resources used to carry out a process activity.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Core Publications 2) Complimentary Guidance


45. What Service Transition processes primarily support the Service Transition phase?
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)
- 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
Addition - modification - removal of anything that could have an effect on IT services
- Release & Deployment - Transition Planning & Support


46. What is Change?
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 Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Problem that has a documented root cause and workaround
Addition - modification - removal of anything that could have an effect on IT services


47. What is the definition of Service Level Requirements?
- Manage access - Respond to requests for granting access - Oversee access
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A customer requirement for an aspect of an IT service
Set of responsibilities - activities and authorities granted to a person or a team.


48. What are the Service Strategy processes and functions?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It can improve utility and warranty of services incresing value.
Assets such as server licenses and software licenses.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


49. BCP
Operation Level Agreement
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
Functional requirements - SLAs - benefits and design constraints
Business Continuity Plan


50. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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.
Information Technology Infrastructure Library