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 benefit of a RACI matrix?
- Capability constraints - Resource constraints - Utility constraints - And more...
It can identify weaknesses or areas of improvements.
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


2. 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.
To quantify the impact to the business that loss of service would have
1. Business Service Catalogue 2. Technical Service Catalogue.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


3. DML
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Definitive Media Library
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Keep it simple - Use multi-level categorization - Use categorization for reporting


4. Detail the Process Owner's responsibilities
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Operation Level Agreement
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


5. What is Information?
The implementation and management of IT services that meet the needs of the business.
It comes from providing context to data - Who? - What? - When? - Where?
Change Advisory Board
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


6. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Addition - modification - removal of anything that could have an effect on IT services
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.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


7. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Action taken to recover after a failed change or release.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes


8. What is Value?

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9. What are two availability management activities?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Is a request from a user for info - advice - standard change - or access to an IT service
Is responsible for managing applications through their lifecycle


10. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Application support
Information Technology Infrastructure Library


11. What are the objectives of the Service Design phase?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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


12. What is the Process Manager's responsibility?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Definitive Media Library
Align new/changed services with business requirements - Maximize value to the business operations
To be accountable for the operational management of the process.


13. What should an incident model include??
Configuration Item
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
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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


14. What are the objectives of the Transition Planning & Support process?
Responsible - Accountable - Consult - Inform
To be accountable for the operational management of the process.
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


15. SLM
Service Level Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Continual Service Improvement
Value of Investment


16. What is the business value of the service desk?
To provide a single source of information on all operational and ready for production services.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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
Tangible assets


17. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
To provide best practice guidance to all types of organizations.
Incidents never become problems. They co-exist
Service Desk - Technical management - IT Operation Management - Application Management


18. SKMS
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
Service Knowledge Management System
- 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


19. What is a Function?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A group of people and the tools they use to perform one or more processes or activities.


20. What is the Information Security Policy?

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21. What are three types of events?

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22. BIA
Business Impact Analysis
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Pattern of Business Activity


23. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Configuration Management System


24. What is the purpose of Request Fulfillment?

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25. What is the purpose of ITIL Complementatry Guidance?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A structured set of activities designed to accomplish a specific objective.


26. What is the scope of the Capacity Management process?
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.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1) Preferences 2) Past experiences 3) Communications


27. KPI
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Capability constraints - Resource constraints - Utility constraints - And more...
Services that are no longer available.
Key Performance Indicator


28. What are the three Service Design Agreements?

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29. What is the scope of the Release & Deployment Management process?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Assets such as server licenses and software licenses.
Includes the processes - systems & functions to package - build - test and deploy a release in live use


30. What is the purpose of Incident Management?
IT Service Management
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- 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


31. What is the scope of the Service Asset & Config Management (SACM) process?
Configuration Item
Includes management of the component lifecycle of every CI (config item)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Up to each org to decide which service requests it will handle


32. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- 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
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.


33. What are Change Management Activities?
To provide and maintain a single source of info on all operational and ready to be introduced services
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Change Advisory Board
The process that obtains value for money from suppliers.


34. Resources are _____
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
Tangible assets


35. What are four Service Level Agreement Frameworks??
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Set of responsibilities - activities and authorities granted to a person or a team.
A service provider which functions within the business units they server.


36. What is a Service Catalogue?
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
The process that obtains value for money from suppliers.
Share perspectives - ideas - experience & info to enable informed decisions
The level to which the service meets a customer's expectation.


37. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Known Error Database
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Customer Perception 2) Customer Preference 3) Business Outcomes


38. Detail the Process Manager's responsibilities
A set of activities to accomplish an objective.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


39. How is risk measured?
- Budgeting - Accounting - Charging (Billing)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


40. What is the purpose of Service Design??
It can improve utility and warranty of services incresing value.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
Tp provide the right for users to be able to use a service or group of services


41. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
A set of responsibilities defined in a process and assigned to a person or team.
To provide a single source of information on all operational and ready for production services.
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.


42. What should Major Problem Review focus on?
- New service - Major change to service - Removal of service - Changes to the SDP itself
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.
- 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


43. What are the activities associated with Problem Management?
- 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
intangible asset
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Information Technology Infrastructure Library


44. RFC
Value of Investment
The result of an activity following a process or the delivery of a service.
Request for Change
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


45. What are the two primary elements of value?
ensuer goals of service design stage are met with single point of coordination within this stage
Up to each org to decide which service requests it will handle
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
1) Utility 2) Warranty


46. What is a Service Pipeline?
A formal proposal for a change
Addition - modification - removal of anything that could have an effect on IT services
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
All services under development - growth and Outlook.


47. What does process definitions describe??
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
Inputs - Outputs - Activities - Measurements - Roles
Agreement between an IT service provider and another part of same organization that assists with service provision
A formal proposal for a change


48. What is the purpose of the Information Security Management (ISM) process?

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49. What is the configuration baseline?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Governs the org's approach to Information Security Management
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
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.


50. What are the objectives of Request Fulfillment?
- 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
Any event which disrupts - or which could disrupt - a service
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures