ITIL

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. IT Ops and Application Management are involved in _____________________
The result of an activity following a process or the delivery of a service.
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.
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
Application support


2. What are Change Management Activities?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Is responsible for managing applications through their lifecycle


3. What is Data?
A set of discrete facts
Pattern of Business Activity
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Pattern of Business Activity (PBA)


4. ITSM
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The process that obtains value for money from suppliers.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
IT Service Management


5. How is the Service Design Package used?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Operation Level Agreement
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.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


6. What are the components of IT Operations Management?
Service Level Agreement
Return on Investment
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


7. Why do organizations use ITIL?
This is where the customer sees the actual value of the services
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.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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 -


8. Describe the Capacity Management process.
A set of best practice publications for IT service management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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
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 -


9. What are the Service Transition processes??
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


10. What are examples of Config Items?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
- 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 can improve utility and warranty of services incresing value.
Assets such as server licenses and software licenses.


11. What is the purpose of the Service Asset & Config Management (SACM) process?
Business Impact Analysis
Ensure assets required to deliver service are controlled and info is available for them
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The process to ensure that the level of availability in services needs agrees with the required needs


12. When is the Service Design Package created or edited?
To provide a balanced view of overall service
Pattern of Business Activity
- New service - Major change to service - Removal of service - Changes to the SDP itself
Configuration Management Database


13. Describe the IT Service Continuity Management process.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
The process that supports the Business Continuity Management process by managing risks that could affect services.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


14. What should an incident model include??
A function that reflects the part of business process that is critical to success of business
Internal Service Provider - Shared Service Unit - External Service Provider
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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


15. What are the objectives of Incident Management?
- 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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement


16. What is the CSI approach?

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17. What is the Service Design Package?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Return on Investment
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


18. BIA
It can identify weaknesses or areas of improvements.
- 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 Impact Analysis
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


19. ICT
Information Communication Technology
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.)
To provide and maintain a single source of info on all operational and ready to be introduced services
Service Asset and Configuration Management


20. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


21. What are two levels of availability?
Continual Service Improvement
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


22. What are CSF's?
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.


23. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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


24. CMS
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.
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.
To provide a single source of information on all operational and ready for production services.
Configuration Management System


25. What is an incident?
Business Impact Analysis
A structured set of activities designed to accomplish a specific objective.
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


26. What is the Service Owner's responsibility?
- 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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Accountable for the delivery of a specific service.
It comes from providing context to data - Who? - What? - When? - Where?


27. What are the three Service Design Agreements?

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28. What Service Transition processes support all lifecycle phases?
- 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
Functional requirements - SLAs - benefits and design constraints
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Change Management - Service Asset & Config Management - Knowledge Management


29. What is Information?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- Capability constraints - Resource constraints - Utility constraints - And more...
It comes from providing context to data - Who? - What? - When? - Where?
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.


30. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The ability to detect events - make sense of them and determine right control action
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
Inputs - Outputs - Activities - Measurements - Roles


31. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Known Error Database


32. What is the purpose of Service Operation?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The process that obtains value for money from suppliers.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


33. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
It can improve utility and warranty of services incresing value.
Addition - modification - removal of anything that could have an effect on IT services
Data - Information - Knowledge - Wisdom


34. SPOC
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Single Point Of Contact
Business Continuity Management


35. What are the four Service Operation functions?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A set of responsibilities defined in a process and assigned to a person or team.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


36. ROI
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Service Desk - Technical management - IT Operation Management - Application Management
1) Quality Service 2) Cost-effective Services
Return on Investment


37. What is a Service Pipeline?
A service asset that needs to be managed to deliver a service
All services under development - growth and Outlook.
This is where the customer sees the actual value of the services
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!


38. What is the scope of Event Management?

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39. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


40. What is the definition of Service Level Requirements?
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
A customer requirement for an aspect of an IT service
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


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

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42. CI
- 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
Configuration Item
Incidents never become problems. They co-exist
Agreement between an IT service provider and another part of same organization that assists with service provision


43. What are the activities associated with Problem Management?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


44. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Speeds up resolution - Concern of data quality
ensuer goals of service design stage are met with single point of coordination within this stage
Single Point Of Contact


45. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
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 -
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- New service - Major change to service - Removal of service - Changes to the SDP itself


46. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Total Cost of Ownership


47. What are three types of events?

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48. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Key Performance Indicator
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


49. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The ability to detect events - make sense of them and determine right control action
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.
Access - Identity - Rights - Service or Service Groups - Directory Services


50. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Functional requirements - SLAs - benefits and design constraints
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
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