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ITIL

Subjects : certifications, itil, it-skills

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. BCP
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
IT Service Management
Business Continuity Plan
Configuration Management System

2. Describe the Supplier Management process.
A service provider which functions within the business units they server.
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
The process that obtains value for money from suppliers.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

3. What are the two types of customers?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Service Knowledge Management System
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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

4. What are two kinds of IT Services?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.)
Share perspectives - ideas - experience & info to enable informed decisions
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

5. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1) Quality Service 2) Cost-effective Services
Internal Service Provider - Shared Service Unit - External Service Provider

6. What characteristics does a process have?
A role is defined in a process or function.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
A set of responsibilities defined in a process and assigned to a person or team.
Business Impact Analysis

7. What is the Organization Level Agreement?
The system used to collect and manage Config Items (CI's)
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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

8. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
By enhancing the performance of tasks and reducing the effect of constraints.
ensuer goals of service design stage are met with single point of coordination within this stage
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

9. What are the objectives of the Service Design phase?
Fit for purpose-the functionality of a product or service to meet a particular need.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
IT Service Management
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

10. What is Information?
Agreement between an IT service provider and another part of same organization that assists with service provision
It comes from providing context to data - Who? - What? - When? - Where?
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 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.

11. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To be accountable for the operational management of the process.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

12. What is a Business Continuity Plan?
Ensure assets required to deliver service are controlled and info is available for them
Define steps required to restore business process following disruption
The ability to detect events - make sense of them and determine right control action
Services that provide customer with wanted business outcomes.

13. What are the objectives of Access Management?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Manage access - Respond to requests for granting access - Oversee access
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)

14. What is the Service Design Package?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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 quantify the impact to the business that loss of service would have
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

15. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Fit for purpose-the functionality of a product or service to meet a particular need.
A set of responsibilities defined in a process and assigned to a person or team.
To provide and maintain a single source of info on all operational and ready to be introduced services

16. What is the Known Error Database (KEDB)?
The implementation and management of IT services that meet the needs of the business.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
intangible asset

17. What is the definition of a Service Review?
A formal proposal for major changes that involve high cost - risk or org. impact.
A set of best practice publications for IT service management
The services themselves - Service management processes - Technology (management of infrastructure) - People
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

18. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
It's he process responsible for managing the lifecycle of all service requests from users
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
- Vendor neutral - Non prescriptive - Best practice

19. What is a Business Case?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

20. SACM
A set of responsibilities defined in a process and assigned to a person or team.
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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Service Asset and Configuration Management

21. What is the purpose of Service Portfolio Management?
Tangible assets
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

22. What is IT Service Management?
It can identify weaknesses or areas of improvements.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The implementation and management of IT services that meet the needs of the business.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

23. What is the purpose of Incident Management?
1) Preferences 2) Past experiences 3) Communications
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.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- New service - Major change to service - Removal of service - Changes to the SDP itself

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

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25. What are the five aspects of Service Design?
Align new/changed services with business requirements - Maximize value to the business operations
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

26. What are the objectives of the seven steps to 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
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
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
Configuration Management Database

27. What is the purpose of Service Catalogue Management?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To provide a single source of information on all operational and ready for production services.
Ownership regardless of escalation remains with the service desk
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.)

28. How do you categorize an incident?
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)
Keep it simple - Use multi-level categorization - Use categorization for reporting
The basis for value creation including both resources and capabilities
A customer requirement for an aspect of an IT service

29. What are three types of events?

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30. What is the scope of the Service Design phase?
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 -
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
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...

31. What Service Transition processes primarily support the Service Transition phase?
A role is defined in a process or function.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Release & Deployment - Transition Planning & Support

32. What Service Transition processes support all lifecycle phases?
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.
- Change Management - Service Asset & Config Management - Knowledge Management
Service Desk - Technical management - IT Operation Management - Application Management
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.

33. What is a Change Proposal?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A formal proposal for major changes that involve high cost - risk or org. impact.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

34. What is an Alert?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Business Continuity Plan
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

35. Describe the Availability Management process.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The process to ensure that the level of availability in services needs agrees with the required needs

36. When do you conduct a major problem review?
Return on Investment
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
Up to each org to decide which service requests it will handle

37. What are the supplier categories??
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Quality Service 2) Cost-effective Services
Used to store and manage knowledge - info and data.
Strategic - Tactical - Operational - Commodity

38. What is a Capability?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Business Continuity Management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

39. Shared Services Unit
Any event which disrupts - or which could disrupt - a service
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)
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
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.

40. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

41. What is the purpose of Request Fulfillment?

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42. What is the purpose of the Design Coordination process?
ensuer goals of service design stage are met with single point of coordination within this stage
To provide a single source of information on all operational and ready for production services.
Emergency Change Advisory Board
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

43. Where is a role defined?
A role is defined in a process or function.
The phase that turns service strategy into a plan for delivering the business outcomes.
Business Impact Analysis
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

44. CAB
Change Advisory Board
- 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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc

45. What is the purpose of the Service Asset & Config Management (SACM) process?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A function that reflects the part of business process that is critical to success of business
Ensure assets required to deliver service are controlled and info is available for them

46. What are the design constraints for a service?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- Capability constraints - Resource constraints - Utility constraints - And more...
- New service - Major change to service - Removal of service - Changes to the SDP itself

47. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Provide overall planning for service transition and coordinate resources required for it
Addition - modification - removal of anything that could have an effect on IT services
A service asset that needs to be managed to deliver a service

48. What actvities does Business Relationship Management Activities refer to?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

49. What is the purpose of the supplier management process?
Up to each org to decide which service requests it will handle
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
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.

50. Detail the Process Owner's responsibilities
A formal proposal for a change
Executing the policies in information security management
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
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