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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 the purpose of Availability Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
A role is defined in a process or function.
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.
Vital Business Function

2. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Makes use of knowledge to create value through well-informed decisions

3. What are Retired Services?
Services that are no longer available.
Fit for purpose-the functionality of a product or service to meet a particular need.
IT Service Management
Is a request from a user for info - advice - standard change - or access to an IT service

4. What are the the 4 P's in Service Design?
Addition - modification - removal of anything that could have an effect on IT services
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To provide a single source of information on all operational and ready for production services.
1) Quality Service 2) Cost-effective Services

5. How do you escalate an incident?
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)
Tp provide the right for users to be able to use a service or group of services
Inputs - Outputs - Activities - Measurements - Roles
Underpinning Contract

6. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
intangible asset

7. What is a Process?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Used to store and manage knowledge - info and data.
A set of activities to accomplish an objective.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

8. PBA
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Pattern of Business Activity
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.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

9. What is an incident?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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

10. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Inputs - Outputs - Activities - Measurements - Roles
To quantify the impact to the business that loss of service would have
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.

11. What are the ITSCM process activities??
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Business Impact Analysis
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Governs the org's approach to Information Security Management

12. What are examples of Config Items?
- 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
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.
Assets such as server licenses and software licenses.
- 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

13. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Align new/changed services with business requirements - Maximize value to the business operations
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
By enhancing the performance of tasks and reducing the effect of constraints.

14. What are two kinds of IT Services?
Emergency Change Advisory Board
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 help plan - implement and maintain stable technical infrastructure to support the org's business processes
To be accountable for the operational management of the process.

15. CMDB
Configuration Management Database
- Manage access - Respond to requests for granting access - Oversee access
The result of an activity following a process or the delivery of a service.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

16. What is a Service Request?
The result of an activity following a process or the delivery of a service.
To provide best practice guidance to all types of organizations.
Is a request from a user for info - advice - standard change - or access to an IT service
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

17. What is the purpose of the Knowledge Management process?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Share perspectives - ideas - experience & info to enable informed decisions
The system used to collect and manage Config Items (CI's)
- Budgeting - Accounting - Charging (Billing)

18. What is the Service Design phase?
To provide a balanced view of overall service
A service asset that needs to be managed to deliver a service
The phase that turns service strategy into a plan for delivering the business outcomes.
The ability to detect events - make sense of them and determine right control action

19. IT Ops and Application Management are involved in _____________________
Application support
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
The result of an activity following a process or the delivery of a service.

20. What are the objectives of the Transition Planning & Support process?
Assets such as server licenses and software licenses.
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...
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

21. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

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

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23. What is the Deming Cycle?
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.
It can identify weaknesses or areas of improvements.
Tangible assets
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

24. What Service Transition processes support all lifecycle phases?
Used to store and manage knowledge - info and data.
Problem that has a documented root cause and workaround
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
- Change Management - Service Asset & Config Management - Knowledge Management

25. What are the five aspects of Service Design?
Strategic - Tactical - Operational - Commodity
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

26. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
Agreement between an IT service provider and another part of same organization that assists with service provision
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider

27. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Tp provide the right for users to be able to use a service or group of services
By enhancing the performance of tasks and reducing the effect of constraints.
Services that provide customer with wanted business outcomes.

28. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Define steps required to restore business process following disruption
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Known Error Database

29. What are the ISM concepts?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Is responsible for managing applications through their lifecycle
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1) Quality Service 2) Cost-effective Services

30. What are the objectives of Request Fulfillment?
- 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
Information Communication Technology
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

31. What is a Function?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A group of people and the tools they use to perform one or more processes or activities.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

32. What are the objectives of Access Management?
Services that are no longer available.
- Manage access - Respond to requests for granting access - Oversee access
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
Operation Level Agreement

33. Technical and Application Management are involved in ___________________

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34. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

35. What is the scope of the Knowledge Management process?
To control lifecycle of all changes to be made with minimal disruption to services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Align new/changed services with business requirements - Maximize value to the business operations
Lifecycle wide process and relevant to all lifecycles

36. When do you conduct a major problem review?
After closure and it is linked to major incident review
1) Core Publications 2) Complimentary Guidance
Functional requirements - SLAs - benefits and design constraints
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

37. What is the definition of a Service Review?
Strategic - Tactical - Operational - Commodity
The result of an activity following a process or the delivery of a service.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

38. What is the role of technical management?
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.
- 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
Similar to incident model - For problems that have an expensive solution
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab

39. How is risk measured?
Lifecycle wide process and relevant to all lifecycles
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

40. SPOC
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Single Point Of Contact
Provide overall planning for service transition and coordinate resources required for it
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

41. What processes interfaces with Problem Management?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

42. What is a Function?
A group of people - tools and resources used to carry out a process activity.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

43. What is a workaround?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Value of Investment
- Change Management - Service Asset & Config Management - Knowledge Management

44. What is Utilitiy?

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45. What levels are baselines established at?

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46. Describe the Supplier Management process.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The process that obtains value for money from suppliers.
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve

47. ECAB
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- 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
Emergency Change Advisory Board

48. TCO
A set of activities to accomplish an objective.
The system used to collect and manage Config Items (CI's)
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.
Total Cost of Ownership

49. Why is ITIL successful?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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 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
- Vendor neutral - Non prescriptive - Best practice

50. Describe the Service Level Management process.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The process in which goals and objectives of service design stage are met