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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 is a Change Proposal?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.)
By enhancing the performance of tasks and reducing the effect of constraints.
A formal proposal for major changes that involve high cost - risk or org. impact.

2. What topics are covered in Service Strategy?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to

3. What is a known error?
Problem that has a documented root cause and workaround
To control lifecycle of all changes to be made with minimal disruption to services
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The ability to detect events - make sense of them and determine right control action

4. What is the business value of Continual Service Improvement?
The phase that turns service strategy into a plan for delivering the business outcomes.
Pattern of Business Activity (PBA)
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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

5. What is a Service Portfolio?
Operation Level Agreement
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
Used to store and manage knowledge - info and data.
Ensure assets required to deliver service are controlled and info is available for them

6. What are the objectives of technical management?

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7. What is the scope of the Capacity Management process?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Service Level Agreement
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Internal Service Provider - Shared Service Unit - External Service Provider

8. What is a Business Continuity Plan?
Pattern of Business Activity (PBA)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Define steps required to restore business process following disruption
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

9. What characteristics does a process have?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
To quantify the impact to the business that loss of service would have
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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)

10. What is the purpose of the Knowledge Management process?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Share perspectives - ideas - experience & info to enable informed decisions
Known Error Database

11. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Manage access - Respond to requests for granting access - Oversee access
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

12. Volume/Phase 3: Service Transition - What is it?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
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

13. What are the four Service Operation functions?
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)
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Carry out one or more process activities
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

14. What are the ISM concepts?
- New service - Major change to service - Removal of service - Changes to the SDP itself
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

15. What is Request for Change (RFC)?
Incidents never become problems. They co-exist
Service Knowledge Management System
Any event which disrupts - or which could disrupt - a service
A formal proposal for a change

16. BIA
Business Impact Analysis
A role is defined in a process or function.
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

17. What are the two types of customers?
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!
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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 -

18. What is an Alert?
To provide a single source of information on all operational and ready for production services.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Used to store and manage knowledge - info and data.

19. Resources are _____
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
Tangible assets
It's he process responsible for managing the lifecycle of all service requests from users
To quantify the impact to the business that loss of service would have

20. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Everyone except for Type III service providers (third parties)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

21. What does the service desk do??
A set of responsibilities defined in a process and assigned to a person or team.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Budgeting - Accounting - Charging (Billing)

22. What is an Outcome?
Continual Service Improvement
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The result of an activity following a process or the delivery of a service.

23. What are CSF's?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

24. What processes does the Change Management process interface with?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

25. PBA
Pattern of Business Activity
Internal Service Provider - Shared Service Unit - External Service Provider
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
After closure and it is linked to major incident review

26. What are the five aspects of Service Design?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To provide best practice guidance to all types of organizations.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

27. What are the two views of the Service Catalogue?
Critical Success Factor
Vital Business Function
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)
IT Service Management

28. DIKW
A formal proposal for a change
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Data - Information - Knowledge - Wisdom
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

29. Why is ITIL successful?
All services under development - growth and Outlook.
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!
A function that reflects the part of business process that is critical to success of business
- Vendor neutral - Non prescriptive - Best practice

30. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
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.
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
Ownership regardless of escalation remains with the service desk

31. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Key Performance Indicator
Incidents never become problems. They co-exist
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

32. IT Ops and Application Management are involved in _____________________
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Value of Investment
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Application support

33. What are the objectives of Service Operation?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- 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

34. How is the Service Design Package used?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Fit for Purpose - The functionality of a product or service from a customer's perspective.
A function that reflects the part of business process that is critical to success of business
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

35. What is a Function?
A group of people - tools and resources used to carry out a process activity.
The services themselves - Service management processes - Technology (management of infrastructure) - People
A structured set of activities designed to accomplish a specific objective.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

36. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A set of discrete facts
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

37. Volume/Phase 4: Service Operation - What is it?
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)
Data - Information - Knowledge - Wisdom
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

38. UC
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Underpinning Contract
To be accountable for the operational management of the process.
A group of people - tools and resources used to carry out a process activity.

39. What is a Role?
- 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
Set of responsibilities - activities and authorities granted to a person or a team.
Continual Service Improvement
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

40. CAM
Change Advisory Board
Business Continuity Plan
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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.

41. What are the three Service Design Agreements?

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42. Detail the Service Owner's repsonsibility.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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

43. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Service Level Agreement
Emergency Change Advisory Board
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

44. What are the objectives of Access Management?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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 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.
- Manage access - Respond to requests for granting access - Oversee access

45. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Emergency Change Advisory Board
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.
Return on Investment

46. What are the technical management groups?
Pattern of Business Activity (PBA)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A set of discrete facts
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

47. What is the Known Error Database (KEDB)?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Ensure assets required to deliver service are controlled and info is available for them
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.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

48. What is governance and what does it do?

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49. 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
To provide and maintain a single source of info on all operational and ready to be introduced services
Up to each org to decide which service requests it will handle
Incident management - Problem management - Event management - Request Fulfillment - Access Management

50. CSI
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Change Advisory Board
Is responsible for managing applications through their lifecycle
Continual Service Improvement