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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 Problem Management?
- Vendor neutral - Non prescriptive - Best practice
Service Level Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

2. What is the scope of Service Transition?
- 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
- 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 based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- 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

3. What is a Function?
It can identify weaknesses or areas of improvements.
A group of people and the tools they use to perform one or more processes or activities.
Service Knowledge Management System
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

4. What are KPI's?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

5. What is the scope of the Release & Deployment Management process?
- 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
ensuer goals of service design stage are met with single point of coordination within this stage
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 -
Includes the processes - systems & functions to package - build - test and deploy a release in live use

6. What does the service desk do??
1) Utility 2) Warranty
Everyone except for Type III service providers (third parties)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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

7. What is a workaround?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Provide overall planning for service transition and coordinate resources required for it
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

8. What is Value?

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9. What is Data?
- Manage access - Respond to requests for granting access - Oversee access
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
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
A set of discrete facts

10. SCMIS
The level to which the service meets a customer's expectation.
Supplier and Contract Management Information System
The phase that turns service strategy into a plan for delivering the business outcomes.
A set of responsibilities defined in a process and assigned to a person or team.

11. What is Change Advisory Board (CAB)?
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)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A formal proposal for major changes that involve high cost - risk or org. impact.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

12. What is a Process?
A structured set of activities designed to accomplish a specific objective.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Change Advisory Board
To control lifecycle of all changes to be made with minimal disruption to services

13. What are the objectives of IT Operations Management?
- Manage access - Respond to requests for granting access - Oversee access
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

14. What is the purpose of the Transition Planning & Support process?
A service asset that needs to be managed to deliver a service
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...
Provide overall planning for service transition and coordinate resources required for it
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.

15. What is Request for Change (RFC)?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A formal proposal for a change

16. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
1) Utility 2) Warranty
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
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

17. What is the Snapshot?
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.
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) 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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

18. What is the role of technical management?
- 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
Tangible assets
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

19. What is the Business Value of Service Design?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- 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
1) Quality Service 2) Cost-effective Services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

20. What is IT Service Management?
It defines performance and the alignment of IT services with the business.
The implementation and management of IT services that meet the needs of the business.
- Vendor neutral - Non prescriptive - Best practice
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.

21. What is a Process Owner's responsibility?
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Strategic - Tactical - Operational - Commodity
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

22. How is the Service Design Package used?
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Service Asset and Configuration Management

23. What is the scope of Continual Service Improvement??
Access - Identity - Rights - Service or Service Groups - Directory Services
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
intangible asset

24. What is an incident?
Responsible - Accountable - Consult - Inform
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A service provided by an IT service provider made up of a combination of IT - people and processes.

25. What are the two types of customers?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.

26. Technical and Application Management are involved in ___________________

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27. What is Change?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
It's he process responsible for managing the lifecycle of all service requests from users
Addition - modification - removal of anything that could have an effect on IT services
- Release & Deployment - Transition Planning & Support

28. What are the Service Operation Functions??
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Service Desk - Technical management - IT Operation Management - Application Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
The basis for value creation including both resources and capabilities

29. What are the processes related to Service Design?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

30. What is the scope of the Capacity Management process?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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.
Tangible assets
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

31. What is the purpose of the Knowledge Management process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Share perspectives - ideas - experience & info to enable informed decisions

32. Where is a role defined?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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
A service provider which functions within the business units they server.
A role is defined in a process or function.

33. What is the purpose of the Service Asset & Config Management (SACM) process?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Lifecycle wide process and relevant to all lifecycles
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Ensure assets required to deliver service are controlled and info is available for them

34. Detail the Process Manager's responsibilities
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
1. Business Service Catalogue 2. Technical Service Catalogue.
Is responsible for managing applications through their lifecycle
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

35. What are the three types of services?
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.
ensuer goals of service design stage are met with single point of coordination within this stage
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

36. What are the objectives of Incident Management?
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
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.
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
- 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

37. What is Vital Business Functions?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A function that reflects the part of business process that is critical to success of business
Makes use of knowledge to create value through well-informed decisions

38. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Any event which disrupts - or which could disrupt - a service
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)
It takes inputs and turn them into outputs.

39. Describe the Service Catalogue Management process.
A formal proposal for major changes that involve high cost - risk or org. impact.
Service Desk - Technical management - IT Operation Management - Application Management
Action taken to recover after a failed change or release.
To provide and maintain a single source of info on all operational and ready to be introduced services

40. What does a Service Strategy define??
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

41. What is the Service Owner's responsibility?
Align new/changed services with business requirements - Maximize value to the business operations
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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.
Accountable for the delivery of a specific service.

42. What is the Information Security Policy?

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43. What is the purpose of Service Operation?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Known Error Database
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

44. BCM
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Business Continuity Management
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!
- Manage access - Respond to requests for granting access - Oversee access

45. What do Change Models have?
Functional requirements - SLAs - benefits and design constraints
The process to ensure that the level of availability in services needs agrees with the required needs
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

46. What are the objectives of technical management?

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47. Volume/Phase 4: Service Operation - What is it?
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
A set of discrete facts
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

48. IT Ops and Application Management are involved in _____________________
Information Technology Infrastructure Library
Application support
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
A formal proposal for major changes that involve high cost - risk or org. impact.

49. CSF
Lifecycle wide process and relevant to all lifecycles
Critical Success Factor
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

50. PBA
Pattern of Business Activity
Vital Business Function
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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