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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
A function that reflects the part of business process that is critical to success of business
Lifecycle wide process and relevant to all lifecycles

2. What is the definition of a Service Review?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A formal proposal for major changes that involve high cost - risk or org. impact.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Responsible - Accountable - Consult - Inform

3. What are the objectives of the Knowledge Management process??
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
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 -
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

4. VBF
A service asset that needs to be managed to deliver a service
Value of Investment
Vital Business Function
A service provided by an IT service provider made up of a combination of IT - people and processes.

5. What activities support Continual Service Improvement?
- 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
- Vendor neutral - Non prescriptive - Best practice
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
It can improve utility and warranty of services incresing value.

6. What is an IT Service?
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 -
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

7. What is the definition of a Service Level Agreement Monitoring Chart?
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?
A group of people - tools and resources used to carry out a process activity.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

8. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
It takes inputs and turn them into outputs.
- Capability constraints - Resource constraints - Utility constraints - And more...
The level to which the service meets a customer's expectation.

9. Where is a role defined?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A role is defined in a process or function.
Share perspectives - ideas - experience & info to enable informed decisions

10. What are the activities associated with Problem Management?
Ownership regardless of escalation remains with the service desk
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

11. What should Major Problem Review focus on?
Pattern of Business Activity
Assets such as server licenses and software licenses.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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

12. What is a Problem Model??
Share perspectives - ideas - experience & info to enable informed decisions
Addition - modification - removal of anything that could have an effect on IT services
Similar to incident model - For problems that have an expensive solution
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.

13. What is Change?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
After closure and it is linked to major incident review
Makes use of knowledge to create value through well-informed decisions
Addition - modification - removal of anything that could have an effect on IT services

14. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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

15. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

16. What is a Function?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Configuration Management System
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A group of people and the tools they use to perform one or more processes or activities.

17. BCP
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- 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
Business Continuity 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

18. What is an incident?
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
To quantify the impact to the business that loss of service would have
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Service Asset and Configuration Management

19. What is the Process Manager's responsibility?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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
To be accountable for the operational management of the process.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and

20. How do you escalate an incident?
Configuration Item
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)
Value of Investment
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

21. What is the purpose of Business Relationship Management??
To provide best practice guidance to all types of organizations.
The process to ensure that the level of availability in services needs agrees with the required needs
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

22. When do you conduct a major problem review?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Problem that has a documented root cause and workaround
Business Impact Analysis
After closure and it is linked to major incident review

23. What is a known error?
Problem that has a documented root cause and workaround
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Lifecycle wide process and relevant to all lifecycles

24. What is the scope of Service Operation??
By enhancing the performance of tasks and reducing the effect of constraints.
The services themselves - Service management processes - Technology (management of infrastructure) - People
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Core Publications 2) Complimentary Guidance

25. What are the objectives of Continual Service Improvement??
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
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
Service Desk - Technical management - IT Operation Management - Application Management
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

26. What is the Configuration Management System (CMS)?

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27. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To be accountable for the operational management of the process.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

28. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
After closure and it is linked to major incident review
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

29. Who should the Information Security Policy be communicated to?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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...
Everyone except for Type III service providers (third parties)
To plan - schedule & control the build - test & deployment of releases

30. What are two kinds of IT Services?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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.)
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

31. CAM
Change Advisory Board
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To be accountable for the operational management of the process.

32. What is Information?
- Manage access - Respond to requests for granting access - Oversee access
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
It comes from providing context to data - Who? - What? - When? - Where?
Key Performance Indicator

33. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
Align new/changed services with business requirements - Maximize value to the business operations

34. VOI
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Single Point Of Contact
Value of Investment

35. When is the Service Design Package created or edited?
A service provider which functions within the business units they server.
It can improve utility and warranty of services incresing value.
Lifecycle wide process and relevant to all lifecycles
- New service - Major change to service - Removal of service - Changes to the SDP itself

36. What is the Definitive Media Library?

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37. What is the scope of Availability Management process?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
It covers: - design - implementation - measurement -management -improvement of service and component availability
A group of people and the tools they use to perform one or more processes or activities.
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.

38. What are two levels of availability?
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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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

39. Why do organizations use ITIL?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.
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
Application support

40. Detail the Process Manager's responsibilities
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Critical Success Factor
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

41. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
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
- 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
The process that obtains value for money from suppliers.

42. Technical and Application Management are involved in ___________________

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43. What is Wisdom?
A formal proposal for major changes that involve high cost - risk or org. impact.
Makes use of knowledge to create value through well-informed decisions
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
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)

44. What are the objectives of Event Management?
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
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Lifecycle wide process and relevant to all lifecycles

45. What is Warranty?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
After closure and it is linked to major incident review

46. What are Change Management Activities?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To control lifecycle of all changes to be made with minimal disruption to services
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Governs the org's approach to Information Security Management

47. What is the purpose of the even steps to improvement?
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)

48. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A customer requirement for an aspect of an IT service
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

49. TCO
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Total Cost of Ownership

50. What is the scope of change?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Tp provide the right for users to be able to use a service or group of services
Up to each org to decide which service requests it will handle
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

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