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. BIA
Business Impact Analysis
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


2. What are the objectives of the Capacity Management 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
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
Functional requirements - SLAs - benefits and design constraints
Service Level Agreement


3. What are the objectives of Request Fulfillment?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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.
- 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


4. What is a Function?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service Knowledge Management System
A group of people and the tools they use to perform one or more processes or activities.


5. What is Wisdom?
ensuer goals of service design stage are met with single point of coordination within this stage
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Makes use of knowledge to create value through well-informed decisions
Service Level Agreement


6. What are two kinds of IT Services?
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.)


7. What is Emergency Change Advisory Board (ECAB)?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.


8. What is Information?
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
It comes from providing context to data - Who? - What? - When? - Where?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Access - Identity - Rights - Service or Service Groups - Directory Services


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

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10. What is the scope of Event Management?

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11. Describe Time Scales of Incident Management

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12. What are the phases of the ITIL Service Lifecycle?
Ensure assets required to deliver service are controlled and info is available for them
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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


13. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Used to store and manage knowledge - info and data.
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)


14. What is the purpose of the Knowledge Management process?
Align new/changed services with business requirements - Maximize value to the business operations
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
Share perspectives - ideas - experience & info to enable informed decisions
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


15. When do you conduct a major problem review?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
After closure and it is linked to major incident review
To control lifecycle of all changes to be made with minimal disruption to services


16. What are the objectives of Service Operation?
Internal Service Provider - Shared Service Unit - External Service Provider
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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


17. Detail the Service Owner's repsonsibility.
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Data - Information - Knowledge - Wisdom
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


18. What is an Alert?
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Fit for purpose-the functionality of a product or service to meet a particular need.


19. RACI
A service asset that needs to be managed to deliver a service
Data - Information - Knowledge - Wisdom
Lifecycle wide process and relevant to all lifecycles
Responsible - Accountable - Consult - Inform


20. Volume/Phase 4: Service Operation - What is it?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Addition - modification - removal of anything that could have an effect on IT services
Application support


21. What are the three Service Design Agreements?

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22. What should Major Problem Review focus on?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


23. What is the relationship between Incidents and Problems?
Makes use of knowledge to create value through well-informed decisions
Incidents never become problems. They co-exist
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
Everyone except for Type III service providers (third parties)


24. Where is a role defined?
Qualitative and Quantitative
Total Cost of Ownership
A role is defined in a process or function.
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.


25. What processes are related to of Service Operation??
Assets such as server licenses and software licenses.
All services under development - growth and Outlook.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Incident management - Problem management - Event management - Request Fulfillment - Access Management


26. What are the the 4 P's in Service Design?
Addition - modification - removal of anything that could have an effect on IT services
Service Level Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Includes management of the component lifecycle of every CI (config item)


27. Describe the Information Security Management process.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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.
All services under development - growth and Outlook.
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.


28. VBF
Operation Level Agreement
Vital Business Function
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
It can identify weaknesses or areas of improvements.


29. What processes interfaces with Problem Management?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- 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


30. What is a Service Pipeline?
Business Continuity Management
All services under development - growth and Outlook.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Services that are no longer available.


31. What does a Service Strategy define??
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Set of responsibilities - activities and authorities granted to a person or a team.
intangible asset


32. What is Data?
A set of discrete facts
- Vendor neutral - Non prescriptive - Best practice
The underlying cause of one or more failures
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


33. What is the Known Error Database (KEDB)?
It can identify weaknesses or areas of improvements.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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


34. What is a Function?
Carry out one or more process activities
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
A group of people - tools and resources used to carry out a process activity.
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


35. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Known Error Database


36. What is the purpose of the Service Asset & Config Management (SACM) process?
This is where the customer sees the actual value of the services
A role is defined in a process or function.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Ensure assets required to deliver service are controlled and info is available for them


37. What Service Transition processes support all lifecycle phases?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Supplier and Contract Management Information System
1) Quality Service 2) Cost-effective Services
- Change Management - Service Asset & Config Management - Knowledge Management


38. What is the business value of Continual Service Improvement?
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
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)
Information Technology Infrastructure Library
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


39. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A service asset that needs to be managed to deliver a service
By enhancing the performance of tasks and reducing the effect of constraints.
Critical Success Factor


40. What is a basline measurement?
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
A formal proposal for a change
The result of an activity following a process or the delivery of a service.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


41. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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


42. What does a process do?
It takes inputs and turn them into outputs.
The underlying cause of one or more failures
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


43. What is governance and what does it do?

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44. SACM
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.
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.)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Service Asset and Configuration Management


45. What are the objectives of technical management?

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46. What is the UC?
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.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
intangible asset
To plan - schedule & control the build - test & deployment of releases


47. What is Utilitiy?

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

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49. What is the role of Application Management?
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 set of discrete facts
- 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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


50. What is an IT Service?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A service provided by an IT service provider made up of a combination of IT - people and processes.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Business Continuity Plan