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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 is the role of technical management?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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
Agreement between an IT service provider and another part of same organization that assists with service provision
A structured set of activities designed to accomplish a specific objective.

2. What are the design constraints for a service?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
- Capability constraints - Resource constraints - Utility constraints - And more...
Assets such as server licenses and software licenses.
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.

3. What does a Release Policy include?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A group of people and the tools they use to perform one or more processes or activities.

4. What is Wisdom?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Tangible assets
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
Makes use of knowledge to create value through well-informed decisions

5. What is the scope of the Capacity Management process?
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
1) Preferences 2) Past experiences 3) Communications
Change Advisory Board
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

6. What is the purpose of Request Fulfillment?

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7. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
IT Service Management

8. ITSM
IT Service Management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A customer requirement for an aspect of an IT service
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

9. CAM
Is a request from a user for info - advice - standard change - or access to an IT service
Change Advisory Board
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.

10. Name the characteristics of value
Align new/changed services with business requirements - Maximize value to the business operations
A customer requirement for an aspect of an IT service
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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

11. What is a Config Item (CI)?
To provide a balanced view of overall service
Internal Service Provider - Shared Service Unit - External Service Provider
Change Advisory Board
A service asset that needs to be managed to deliver a service

12. What is the scope of the Service Asset & Config Management (SACM) process?
Critical Success Factor
Includes management of the component lifecycle of every CI (config item)
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
IT Service Management

13. SLM
The process in which goals and objectives of service design stage are met
Service Level Management
The ability to detect events - make sense of them and determine right control action
Emergency Change Advisory Board

14. What is the RACI matrix?
This is where the customer sees the actual value of the services
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Used to store and manage knowledge - info and data.

15. What is the Deming Cycle?
Is a request from a user for info - advice - standard change - or access to an IT service
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
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.
Configuration Management Database

16. What is the Organization Level Agreement?
Single Point Of Contact
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.
Agreement between an IT service provider and another part of same organization that assists with service provision
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions

17. What is a Business Continuity Plan?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A service provided by an IT service provider made up of a combination of IT - people and processes.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Define steps required to restore business process following disruption

18. What are examples of Config Items?
Assets such as server licenses and software licenses.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
This is where the customer sees the actual value of the services

19. What is the Business Value of Service Strategy?
It defines performance and the alignment of IT services with the business.
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
It's he process responsible for managing the lifecycle of all service requests from users
- New service - Major change to service - Removal of service - Changes to the SDP itself

20. What is Vital Business Functions?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Tp provide the right for users to be able to use a service or group of services
Similar to incident model - For problems that have an expensive solution
A function that reflects the part of business process that is critical to success of business

21. What is Service Assets?
Supplier and Contract Management Information System
Value of Investment
ensuer goals of service design stage are met with single point of coordination within this stage
The basis for value creation including both resources and capabilities

22. How do you escalate an incident?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service Asset and Configuration Management
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

23. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Executing the policies in information security management
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Utility 2) Warranty

24. SKMS
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) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service Knowledge Management System
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

25. What is the scope of Service Operation??
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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
The services themselves - Service management processes - Technology (management of infrastructure) - People
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

26. What are three types of events?

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27. What are the objectives of the Service Level Management process?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
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
Addition - modification - removal of anything that could have an effect on IT services
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

28. What is an Event?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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
Configuration Item
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

29. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Configuration Item
Problem that has a documented root cause and workaround
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

30. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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)

31. What is a Service?
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.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.
Continual Service Improvement

32. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1) Utility 2) Warranty
To provide and maintain a single source of info on all operational and ready to be introduced services

33. What are the objectives of Incident Management?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
Total Cost of Ownership

34. What is the Process Practitioner's responsibility?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
After closure and it is linked to major incident review
Carry out one or more process activities
Service Knowledge Management System

35. What is the Process Manager's responsibility?
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
Operation Level Agreement
Pattern of Business Activity (PBA)
To be accountable for the operational management of the process.

36. What are the objectives of Service Operation?
Ensure assets required to deliver service are controlled and info is available for them
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

37. What is Change Advisory Board (CAB)?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
1) Utility 2) Warranty

38. What is the scope of Availability Management process?
Functional requirements - SLAs - benefits and design constraints
Service Level Management
Tp provide the right for users to be able to use a service or group of services
It covers: - design - implementation - measurement -management -improvement of service and component availability

39. What is Change?
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
To provide best practice guidance to all types of organizations.
Addition - modification - removal of anything that could have an effect on IT services
Service Knowledge Management System

40. A workload profile is also referred to as?
A service provided by an IT service provider made up of a combination of IT - people and processes.
A role is defined in a process or function.
The process that obtains value for money from suppliers.
Pattern of Business Activity (PBA)

41. What is the objective of Service Strategy
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)
A formal proposal for major changes that involve high cost - risk or org. impact.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Total Cost of Ownership

42. Describe the Design Coordination process.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The process in which goals and objectives of service design stage are met

43. What is the business value of Service Operation?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Data - Information - Knowledge - Wisdom
This is where the customer sees the actual value of the services
Tp provide the right for users to be able to use a service or group of services

44. What is the purpose of Service Transition?
Speeds up resolution - Concern of data quality
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 new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A service asset that needs to be managed to deliver a service

45. CSI
Continual Service Improvement
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

46. 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 -
Set of responsibilities - activities and authorities granted to a person or a team.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

47. How is risk measured?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Includes management of the component lifecycle of every CI (config item)
To provide a balanced view of overall service
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

48. What is the purpose of Business Impact Analysis (BISA?
Incidents never become problems. They co-exist
To quantify the impact to the business that loss of service would have
This is where the customer sees the actual value of the services
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

49. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

50. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Critical Success Factor
1) Preferences 2) Past experiences 3) Communications

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