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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. What is Request for Change (RFC)?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
A formal proposal for a change
To control lifecycle of all changes to be made with minimal disruption to services

2. What are the basic concepts of Access Management?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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.
Access - Identity - Rights - Service or Service Groups - Directory Services
Pattern of Business Activity

3. What is a Business Case?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Single Point Of Contact
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

4. BCM
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Action taken to recover after a failed change or release.
Business Continuity Management

5. KPI
Key Performance Indicator
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
All services under development - growth and Outlook.
Configuration Management System

6. What is the purpose of Service Strategy?

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7. ROI
Service Desk - Technical management - IT Operation Management - Application Management
Information Communication Technology
Return on Investment
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

8. Name the characteristics of value
A set of best practice publications for IT service management
To be accountable for the operational management of the process.
All services under development - growth and Outlook.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

9. CAM
Change Advisory Board
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

10. What are the three Service Design Agreements?

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11. SKMS
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Service Knowledge Management System
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

12. Facilities Management
Tp provide the right for users to be able to use a service or group of services
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

13. What are the components of the ITIL framework?
A group of people - tools and resources used to carry out a process activity.
1) Core Publications 2) Complimentary Guidance
Is a request from a user for info - advice - standard change - or access to an IT service
Application support

14. What drives service design?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
IT Service Management
Functional requirements - SLAs - benefits and design constraints

15. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Critical Success Factor
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.

16. What is a Process Owner's responsibility?
Up to each org to decide which service requests it will handle
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.
- Capability constraints - Resource constraints - Utility constraints - And more...
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

17. Describe the Capacity Management process.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
It defines performance and the alignment of IT services with the business.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

18. What are the objectives of the Capacity Management process?
Qualitative and Quantitative
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
Share perspectives - ideas - experience & info to enable informed decisions
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

19. What is the content of a Business Case?
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Return on Investment

20. What is a Process?
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
A structured set of activities designed to accomplish a specific objective.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
- 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

21. What are the objectives of Service Operation?
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...
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
- 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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

22. What influences the expected service?
Configuration Item
Service Asset and Configuration Management
1) Preferences 2) Past experiences 3) Communications
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

23. What are two kinds of IT Services?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
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.)
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

24. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
By enhancing the performance of tasks and reducing the effect of constraints.
Incidents never become problems. They co-exist

25. KEDB
Known Error Database
Provide overall planning for service transition and coordinate resources required for it
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.
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

26. What is ITIL?
Includes management of the component lifecycle of every CI (config item)
ensuer goals of service design stage are met with single point of coordination within this stage
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A set of best practice publications for IT service management

27. What are Change Management Activities?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
It can identify weaknesses or areas of improvements.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
It covers: - design - implementation - measurement -management -improvement of service and component availability

28. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente

29. What is a Function?
Is a request from a user for info - advice - standard change - or access to an IT service
The phase that turns service strategy into a plan for delivering the business outcomes.
Business Continuity Management
A group of people - tools and resources used to carry out a process activity.

30. DIKW
Problem that has a documented root cause and workaround
It can identify weaknesses or areas of improvements.
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
Data - Information - Knowledge - Wisdom

31. How do services facilitate outcomes?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
By enhancing the performance of tasks and reducing the effect of constraints.
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
Speeds up resolution - Concern of data quality

32. What is Data?
Total Cost of Ownership
- Manage access - Respond to requests for granting access - Oversee access
A set of discrete facts
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

33. What is the purpose of the Knowledge Management process?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Emergency Change Advisory Board
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Share perspectives - ideas - experience & info to enable informed decisions

34. PBA
- 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
Pattern of Business Activity
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.

35. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Manage access - Respond to requests for granting access - Oversee access
A set of responsibilities defined in a process and assigned to a person or team.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

36. What are KPI's?
It can improve utility and warranty of services incresing value.
A formal proposal for major changes that involve high cost - risk or org. impact.
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)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

37. What is a Resource?
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

38. What is a Business Continuity Plan?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Define steps required to restore business process following disruption
1) Utility 2) Warranty
This is where the customer sees the actual value of the services

39. What should Major Problem Review focus on?
The underlying cause of one or more failures
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

40. What is a known error?
Problem that has a documented root cause and workaround
Single Point Of Contact
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

41. 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.
A service asset that needs to be managed to deliver a service
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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

42. What are the Change Types?
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Design - testing - improvements of CI's
Application support
Pattern of Business Activity

43. What are the objectives of the seven steps to improvement?
Pattern of Business Activity (PBA)
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
A role is defined in a process or function.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

44. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Up to each org to decide which service requests it will handle
Configuration Management System
The implementation and management of IT services that meet the needs of the business.

45. What is the purpose of Problem Management?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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 prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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 -

46. What does a Release Policy include?
1) Utility 2) Warranty
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
intangible asset
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

47. What is the Service Design Package?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To provide and maintain a single source of info on all operational and ready to be introduced services
The implementation and management of IT services that meet the needs of the business.

48. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Vital Business Function
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.
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)

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

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50. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Share perspectives - ideas - experience & info to enable informed decisions
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes