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. What topics are covered in Service Strategy?
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
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.)
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


2. How do services facilitate outcomes?
- 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
By enhancing the performance of tasks and reducing the effect of constraints.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Operation Level Agreement


3. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
- 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. Business Service Catalogue 2. Technical Service Catalogue.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


4. What is the scope of Incident Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Any event which disrupts - or which could disrupt - a service
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.
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)


5. What are the options of organizational structures of a service desk?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Information Technology Infrastructure Library
A service provided by an IT service provider made up of a combination of IT - people and processes.
- 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


6. CAM
Assets such as server licenses and software licenses.
Change Advisory Board
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


7. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Operation Level Agreement
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions


8. What are the five Service Operation processes?
Tangible assets
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Makes use of knowledge to create value through well-informed decisions
The basis for value creation including both resources and capabilities


9. What is a Service Pipeline?
Responsible - Accountable - Consult - Inform
All services under development - growth and Outlook.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To provide and maintain a single source of info on all operational and ready to be introduced services


10. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
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.
Configuration Management System
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


11. What is the scope of the Release & Deployment Management process?
Provide overall planning for service transition and coordinate resources required for it
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Change Advisory Board
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


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

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13. What is the purpose of Application Management?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Manage access - Respond to requests for granting access - Oversee access
Is responsible for managing applications through their lifecycle


14. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
Internal Service Provider - Shared Service Unit - External Service Provider
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
Ensure assets required to deliver service are controlled and info is available for them


15. How is the Service Design Package used?
Fit for purpose-the functionality of a product or service to meet a particular need.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Definitive Media Library
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


16. IT Ops and Application Management are involved in _____________________
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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.
Fit for purpose-the functionality of a product or service to meet a particular need.
Application support


17. ROI
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.
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
Return on Investment
- Change Management - Service Asset & Config Management - Knowledge Management


18. What are the two primary elements of value?
A structured set of activities designed to accomplish a specific objective.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1) Utility 2) Warranty


19. What types of metrics are there and what are they??

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20. What does a Release Policy include?
Continual Service Improvement
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Pattern of Business Activity (PBA)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


21. What is the scope of Continual Service Improvement??
Align new/changed services with business requirements - Maximize value to the business operations
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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
Carry out one or more process activities


22. BCP
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
The implementation and management of IT services that meet the needs of the business.
Business Continuity Plan


23. KEDB
Known Error Database
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Define steps required to restore business process following disruption
Everyone except for Type III service providers (third parties)


24. What is the definition of Service Level Requirements?
A customer requirement for an aspect of an IT service
- 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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


25. What is the scope of Event Management?

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

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27. RFC
- 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
Request for Change
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


28. What is the role of Application Management?
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
Business Continuity Plan
Speeds up resolution - Concern of data quality
- 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


29. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A group of people and the tools they use to perform one or more processes or activities.
Fit for purpose-the functionality of a product or service to meet a particular need.
The level to which the service meets a customer's expectation.


30. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
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
The process to ensure that the level of availability in services needs agrees with the required needs
This is where the customer sees the actual value of the services


31. TCO
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Total Cost of Ownership
A group of people and the tools they use to perform one or more processes or activities.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


32. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
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
Carry out one or more process activities
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


33. What is the objective of Service Strategy
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- 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
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


34. What is the scope of change?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Supplier and Contract Management Information System
It comes from providing context to data - Who? - What? - When? - Where?


35. What are the Service Transition processes??
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


36. Why is ITIL successful?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
- Vendor neutral - Non prescriptive - Best practice
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


37. What is the Deming Cycle?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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.
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.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


38. What are the 4 P's in Service Design used for?
The process in which goals and objectives of service design stage are met
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service Asset and Configuration Management
To provide a balanced view of overall service


39. What is the purpose of ITIL Complementatry Guidance?
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
The process in which goals and objectives of service design stage are met
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


40. What are KPI's?
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 workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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)
Define steps required to restore business process following disruption


41. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Provide overall planning for service transition and coordinate resources required for it
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


42. What is Wisdom?
Similar to incident model - For problems that have an expensive solution
Critical Success Factor
Makes use of knowledge to create value through well-informed decisions
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


43. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
Service Level Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
A set of activities to accomplish an objective.


44. What is Knowledge?
Qualitative and Quantitative
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
Incidents never become problems. They co-exist


45. What are the objectives of Service Operation?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A service provider which functions within the business units they server.
Operation Level Agreement
- 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


46. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Accountable for the delivery of a specific service.
Business Continuity Plan
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


47. What are the objectives of the Change Management Process?

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48. ITSM
- 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
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
The basis for value creation including both resources and capabilities
IT Service Management


49. What is the business value of the service desk?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1) Preferences 2) Past experiences 3) Communications
1) Utility 2) Warranty
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info


50. PBA
To provide best practice guidance to all types of organizations.
Underpinning Contract
Pattern of Business Activity
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