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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.
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 Continual Service Improvement??
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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.
Makes use of knowledge to create value through well-informed decisions

2. What is the UC?
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
To provide a balanced view of overall service
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
1) 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)

3. What is a Function?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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 group of people - tools and resources used to carry out a process activity.

4. What is the CSI register?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

5. SLA
Service Level Agreement
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Configuration Management Database
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

6. What is the purpose of Access Management?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Tp provide the right for users to be able to use a service or group of services
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The result of an activity following a process or the delivery of a service.

7. What is the Information Security Policy?
Value of Investment
Information Communication Technology
Governs the org's approach to Information Security Management
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

8. What is a Config Item (CI)?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A service asset that needs to be managed to deliver a service
Design - testing - improvements of CI's

9. Detail the Process Manager's responsibilities
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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
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

10. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Data - Information - Knowledge - Wisdom
Emergency Change Advisory Board
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

11. What should an incident model include??
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
Set of responsibilities - activities and authorities granted to a person or a team.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model

12. Who owns an incident?
Ownership regardless of escalation remains with the service desk
The system used to collect and manage Config Items (CI's)
It defines how to deliver services to meet a customer's business outcome - It defines how to manage 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

13. What are the Service Operation Functions??
Business Continuity Management
Includes management of the component lifecycle of every CI (config item)
- 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
Service Desk - Technical management - IT Operation Management - Application Management

14. What are the processes related to Service Design?
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Speeds up resolution - Concern of data quality

15. What is Request for Change (RFC)?
A function that reflects the part of business process that is critical to success of business
A formal proposal for a change
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Business Impact Analysis

16. BCP
The system used to collect and manage Config Items (CI's)
This is where the customer sees the actual value of the services
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Business Continuity Plan

17. Why is ITIL successful?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Vendor neutral - Non prescriptive - Best practice
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

18. What communication is part of Service Operation?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Set of responsibilities - activities and authorities granted to a person or a team.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

19. How do services facilitate outcomes?
To provide and maintain a single source of info on all operational and ready to be introduced services
By enhancing the performance of tasks and reducing the effect of constraints.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

20. What is Change Advisory Board (CAB)?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
To provide a balanced view of overall service
- Change Management - Service Asset & Config Management - Knowledge Management

21. What is the Configuration Management System (CMS)?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The system used to collect and manage Config Items (CI's)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Responsible - Accountable - Consult - Inform

22. What is the scope of the Knowledge Management process?
- 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
Return on Investment
Lifecycle wide process and relevant to all lifecycles
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

23. What are the layers of the Configuration Management System (CMS)?
Qualitative and Quantitative
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 -
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

24. What are the five Service Operation processes?
The result of an activity following a process or the delivery of a service.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It's he process responsible for managing the lifecycle of all service requests from users

25. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
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

26. What is the Business Value of Service Strategy?
Inputs - Outputs - Activities - Measurements - Roles
The process that obtains value for money from suppliers.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
It defines performance and the alignment of IT services with the business.

27. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
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 set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

28. What are the objectives of technical management?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
To provide best practice guidance to all types of organizations.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

29. What is Service Assets?
The basis for value creation including both resources and capabilities
A set of best practice publications for IT service management
Access - Identity - Rights - Service or Service Groups - Directory Services
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

30. How do you escalate an incident?
A structured set of activities designed to accomplish a specific objective.
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)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

31. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
To provide and maintain a single source of info on all operational and ready to be introduced services

32. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Incident management - Problem management - Event management - Request Fulfillment - Access Management
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

33. ITIL
Single Point Of Contact
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)
Information Technology Infrastructure Library
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

34. ECAB
Application support
Executing the policies in information security management
Emergency Change Advisory Board
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

35. What is the purpose of ITIL Core Publications?
ensuer goals of service design stage are met with single point of coordination within this stage
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
To provide best practice guidance to all types of organizations.
Everyone except for Type III service providers (third parties)

36. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
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.
Used to store and manage knowledge - info and data.
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

37. Describe the Supplier Management process.
Underpinning Contract
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
The process that obtains value for money from suppliers.

38. What is the Service Design phase?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
The phase that turns service strategy into a plan for delivering the business outcomes.
Addition - modification - removal of anything that could have an effect on IT services
Incident management - Problem management - Event management - Request Fulfillment - Access Management

39. DML
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
1) Preferences 2) Past experiences 3) Communications
Definitive Media Library
- 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

40. What is a major incident?
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- 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

41. What are the three types of Service Providers??
A set of discrete facts
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Internal Service Provider - Shared Service Unit - External Service Provider
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

42. RFC
Pattern of Business Activity (PBA)
1. Business Service Catalogue 2. Technical Service Catalogue.
To provide a single source of information on all operational and ready for production services.
Request for Change

43. 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
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.
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
To quantify the impact to the business that loss of service would have

44. What is Value?
The result of an activity following a process or the delivery of a service.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The level to which the service meets a customer's expectation.

45. What does the service desk do??
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- 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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente

46. What is the purpose of Availability Management process?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Used to store and manage knowledge - info and data.

47. Describe the Design Coordination process.
Tp provide the right for users to be able to use a service or group of services
Fit for purpose-the functionality of a product or service to meet a particular need.
- 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
The process in which goals and objectives of service design stage are met

48. Describe the Information Security Management process.
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.
- 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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
It takes inputs and turn them into outputs.

49. SLM
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Service Level Management

50. What is the Process Practitioner's responsibility?
Carry out one or more process activities
Fit for Purpose - The functionality of a product or service from a customer's perspective.
IT Service Management
A set of best practice publications for IT service management

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