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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

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

1. What are KPI's?
Carry out one or more process activities
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)
- 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
This is where the customer sees the actual value of the services

2. What is Service Assets?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The basis for value creation including both resources and capabilities
Configuration Management Database
Key Performance Indicator

3. What are the five aspects of Service Design?
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

4. What is an Outcome?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
The result of an activity following a process or the delivery of a service.

5. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

6. What are CSF's?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Underpinning Contract
Set of responsibilities - activities and authorities granted to a person or a team.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

7. Who should the Information Security Policy be communicated to?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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.
Everyone except for Type III service providers (third parties)
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.

8. What is the Known Error Database (KEDB)?
It defines performance and the alignment of IT services with the business.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The level to which the service meets a customer's expectation.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

9. What are Change Management Activities?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The level to which the service meets a customer's expectation.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

10. SLA
- 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
Service Level Agreement
Incidents never become problems. They co-exist
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

11. What is a Role?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Continual Service Improvement
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
Set of responsibilities - activities and authorities granted to a person or a team.

12. What are the Service Strategy processes and functions?
- Release & Deployment - Transition Planning & Support
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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)

13. What are the objectives of Service Transition?
A set of responsibilities defined in a process and assigned to a person or team.
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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

14. What are the objectives of IT Operations Management?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

15. What is the Information Security Policy?

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16. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.
After closure and it is linked to major incident review
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

17. What are four Service Level Agreement Frameworks??
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
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...
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

18. What is the Organization Level Agreement?
1) Quality Service 2) Cost-effective Services
Agreement between an IT service provider and another part of same organization that assists with service provision
A formal proposal for major changes that involve high cost - risk or org. impact.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

19. What is the Process Practitioner's responsibility?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Everyone except for Type III service providers (third parties)
Carry out one or more process activities

20. What are the objectives of Availability Management process?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- 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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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

21. What interfacing processes are associated with Incident Management??
This is where the customer sees the actual value of the services
The level to which the service meets a customer's expectation.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Service Knowledge Management System

22. RFC
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!
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
Value of Investment
Request for Change

23. Why is ITIL successful?
1) Core Publications 2) Complimentary Guidance
Tangible assets
- Vendor neutral - Non prescriptive - Best practice
A set of responsibilities defined in a process and assigned to a person or team.

24. What are examples of Config Items?
Assets such as server licenses and software licenses.
Configuration Item
Emergency Change Advisory Board
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

25. What is a Process?
Includes management of the component lifecycle of every CI (config item)
Known Error Database
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A set of activities to accomplish an objective.

26. What are the objectives of the Knowledge Management process??
Operation Level Agreement
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
It comes from providing context to data - Who? - What? - When? - Where?
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

27. What is the configuration baseline?
Continual Service Improvement
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) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.

28. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Continual Service Improvement
Governs the org's approach to Information Security Management
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a

29. What are the supplier categories??
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 -
To provide a balanced view of overall service
Strategic - Tactical - Operational - Commodity
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

30. BCP
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Business Continuity Plan
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)
Pattern of Business Activity

31. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Lifecycle wide process and relevant to all lifecycles
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Governs the org's approach to Information Security Management

32. What are the Incident Management activities??
It can identify weaknesses or areas of improvements.
Up to each org to decide which service requests it will handle
Define steps required to restore business process following disruption
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 -

33. What are the seven steps to improvement?
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
Services that are no longer available.
A service provider which functions within the business units they server.
A set of discrete facts

34. CSF
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Critical Success Factor
Single Point Of Contact
A set of discrete facts

35. CAB
Change Advisory Board
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

36. What is the purpose of Access Management?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The phase that turns service strategy into a plan for delivering the business outcomes.
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
Tp provide the right for users to be able to use a service or group of services

37. Volume/Phase 4: Service Operation - What is it?
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 phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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

38. What does a process do?
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
The result of an activity following a process or the delivery of a service.
It takes inputs and turn them into outputs.

39. What are the objectives of technical management?

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40. OLA
Is a request from a user for info - advice - standard change - or access to an IT service
Operation Level Agreement
A formal proposal for major changes that involve high cost - risk or org. impact.
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

41. KEDB
Data - Information - Knowledge - Wisdom
Known Error Database
Define steps required to restore business process following disruption
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

42. Describe the Supplier Management process.
Design - testing - improvements of CI's
Configuration Management System
The process that obtains value for money from suppliers.
Pattern of Business Activity (PBA)

43. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Change Advisory Board
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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

44. TCO
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Total Cost of Ownership
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Strategic - Tactical - Operational - Commodity

45. What are the activities associated with Problem Management?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Business Continuity Management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

46. What are the objectives of the seven steps to improvement?
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)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A structured set of activities designed to accomplish a specific objective.
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom

47. What is the Process Manager's responsibility?
Up to each org to decide which service requests it will handle
Ensure assets required to deliver service are controlled and info is available for them
To be accountable for the operational management of the process.
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

48. DML
Key Performance Indicator
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The phase that turns service strategy into a plan for delivering the business outcomes.
Definitive Media Library

49. What is a Function?
Configuration Management Database
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A group of people and the tools they use to perform one or more processes or activities.

50. What is the purpose of Service Strategy?

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