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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 the scope of the seven steps to improvement?
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) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Assets such as server licenses and software licenses.
The implementation and management of IT services that meet the needs of the business.

2. What is Emergency Change Advisory Board (ECAB)?
The system used to collect and manage Config Items (CI's)
Align new/changed services with business requirements - Maximize value to the business operations
1) Utility 2) Warranty
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.

3. What is the role of technical management?
Application support
- 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
1) Preferences 2) Past experiences 3) Communications
A set of discrete facts

4. What is the Capacity Plan?
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Service Knowledge Management System
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

5. What are CSF's?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

6. KPI
Key Performance Indicator
Ownership regardless of escalation remains with the service desk
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.
Speeds up resolution - Concern of data quality

7. What is the purpose of Change Management?
Service Level Management
1) Quality Service 2) Cost-effective Services
Everyone except for Type III service providers (third parties)
To control lifecycle of all changes to be made with minimal disruption to services

8. What is the content of a Business Case?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The process in which goals and objectives of service design stage are met
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

9. What are the components of the ITIL framework?
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 justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Core Publications 2) Complimentary Guidance
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

10. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Information Technology Infrastructure Library
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

11. What are the three types of Service Providers??
Single Point Of Contact
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
Everyone except for Type III service providers (third parties)
Internal Service Provider - Shared Service Unit - External Service Provider

12. What is the definition of a Service Level Agreement Monitoring Chart?
Used to store and manage knowledge - info and data.
Ensure assets required to deliver service are controlled and info is available for them
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Fit for purpose-the functionality of a product or service to meet a particular need.

13. BCP
IT Service Management
Business Continuity Plan
Lifecycle wide process and relevant to all lifecycles
Single Point Of Contact

14. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Supplier and Contract Management Information System

15. Facilities Management
Similar to incident model - For problems that have an expensive solution
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

16. Shared Services Unit
Includes management of the component lifecycle of every CI (config item)
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.

17. Technical and Application Management are involved in ___________________

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18. What is the objective of Service Strategy
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

19. What is the scope of Problem Management?
Define steps required to restore business process following disruption
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
Known Error Database
Return on Investment

20. How is the Service Design Package used?
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
A group of people and the tools they use to perform one or more processes or activities.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Action taken to recover after a failed change or release.

21. What is the purpose of Service Catalogue Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To provide a single source of information on all operational and ready for production services.

22. What are the objectives of the seven steps to improvement?
Critical Success Factor
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

23. Describe the IT Service Continuity Management process.
All services under development - growth and Outlook.
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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The process that supports the Business Continuity Management process by managing risks that could affect services.

24. What does the service desk do??
- 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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
It can improve utility and warranty of services incresing value.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

25. What is the purpose of Service Transition?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
To be accountable for the operational management of the process.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

26. How do you prioritize an incident?
To provide a single source of information on all operational and ready for production services.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
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.

27. What is the CSI approach?

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28. What is governance and what does it do?

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29. What is Information?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It comes from providing context to data - Who? - What? - When? - Where?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
IT Service Management

30. Detail the Service Owner's repsonsibility.
1) Quality Service 2) Cost-effective Services
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
After closure and it is linked to major incident review
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

31. IT Ops and Application Management are involved in _____________________
Application support
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Services that provide customer with wanted business outcomes.

32. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A function that reflects the part of business process that is critical to success of business
1. Business Service Catalogue 2. Technical Service Catalogue.
Functional requirements - SLAs - benefits and design constraints

33. What are the basic concepts of Access Management?
Definitive Media Library
Access - Identity - Rights - Service or Service Groups - Directory Services
Tangible assets
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

34. Define Patterns of Business Activity (PBA)?
intangible asset
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

35. What two processes is Problem Management made up of?
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)
Define steps required to restore business process following disruption
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

36. What does a process do?
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.
Problem that has a documented root cause and workaround
It takes inputs and turn them into outputs.
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

37. What is the purpose of Service Operation?
- Budgeting - Accounting - Charging (Billing)
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The process to ensure that the level of availability in services needs agrees with the required needs

38. What is the business value of Service Transition?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
Align new/changed services with business requirements - Maximize value to the business operations
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

39. CSF
To provide a single source of information on all operational and ready for production services.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Critical Success Factor
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

40. What are the two views of the Service Catalogue?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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)
It takes inputs and turn them into outputs.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

41. SPOC
Change Advisory Board
Single Point Of Contact
- New service - Major change to service - Removal of service - Changes to the SDP itself
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

42. Describe the Supplier Management process.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The process that obtains value for money from suppliers.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- 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

43. What are KPI's?
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)
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To provide a single source of information on all operational and ready for production services.

44. UC
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Underpinning Contract
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

45. What are the objectives of the Knowledge Management process??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Makes use of knowledge to create value through well-informed decisions
1) Core Publications 2) Complimentary Guidance
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

46. What interfacing processes are associated with Incident Management??
Qualitative and Quantitative
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
All services under development - growth and Outlook.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

47. Describe the Service Catalogue Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
- Vendor neutral - Non prescriptive - Best practice
To provide and maintain a single source of info on all operational and ready to be introduced services

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

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49. What is the purpose of Incident Management?
It comes from providing context to data - Who? - What? - When? - Where?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Information Technology Infrastructure Library
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

50. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.