ITIL

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 scope of the Service Level Management process?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


2. BCP
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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...
Business Continuity Plan


3. What is Change?
Internal Service Provider - Shared Service Unit - External Service Provider
Addition - modification - removal of anything that could have an effect on IT services
Is a request from a user for info - advice - standard change - or access to an IT service
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


4. What is ITIL?
Services that provide customer with wanted business outcomes.
A set of best practice publications for IT service management
The system used to collect and manage Config Items (CI's)
To provide a single source of information on all operational and ready for production services.


5. What is the configuration baseline?
1) Quality Service 2) Cost-effective Services
The system used to collect and manage Config Items (CI's)
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.
- Release & Deployment - Transition Planning & Support


6. What are some Service Level Management Activities?
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)
Supplier and Contract Management Information System
A customer requirement for an aspect of an IT service
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


7. Resources are _____
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Tangible assets
Is a request from a user for info - advice - standard change - or access to an IT service


8. What is IT Service Management?
Governs the org's approach to Information Security Management
The implementation and management of IT services that meet the needs of the business.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


9. What are the objectives of Request Fulfillment?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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.
- 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 Knowledge Management System


10. What is the Definitive Media Library?

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11. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Operation Level Agreement


12. Why is ITIL successful?
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Vendor neutral - Non prescriptive - Best practice
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


13. CMDB
Business Continuity Management
The system used to collect and manage Config Items (CI's)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Configuration Management Database


14. What is Knowledge?
Business Continuity Management
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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)


15. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To provide a balanced view of overall service
Vital Business Function
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


16. What is the CSI approach?

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17. What is the scope of Service Strategy??

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18. ICT
Information Communication Technology
Operation Level Agreement
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Change Advisory Board


19. ITIL
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.
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
Information Technology Infrastructure Library


20. What is a Process?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A set of activities to accomplish an objective.
Set of responsibilities - activities and authorities granted to a person or a team.
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.


21. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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.
All services under development - growth and Outlook.
- 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


22. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
The phase that turns service strategy into a plan for delivering the business outcomes.


23. What is a Business Continuity Plan?
Accountable for the delivery of a specific service.
The system used to collect and manage Config Items (CI's)
Used to store and manage knowledge - info and data.
Define steps required to restore business process following disruption


24. What is an incident?
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.
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.
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


25. IT Ops and Application Management are involved in _____________________
Application support
By enhancing the performance of tasks and reducing the effect of constraints.
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Incident management - Problem management - Event management - Request Fulfillment - Access Management


26. SLM
Service Level Management
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


27. VOI
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Value of Investment
Configuration Management Database
Return on Investment


28. What are the objectives of Problem Management?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To provide a single source of information on all operational and ready for production services.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


29. What characteristics does a process have?
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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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


30. What are the Change Types?
Ensure assets required to deliver service are controlled and info is available for them
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente


31. What are the objectives of the Service Asset & Config Management (SACM) process??

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32. What is a Process Owner's responsibility?
ensuer goals of service design stage are met with single point of coordination within this stage
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


33. What are KPI's?
Provide overall planning for service transition and coordinate resources required for it
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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)
A formal proposal for a change


34. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To quantify the impact to the business that loss of service would have
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


35. What is a Capability?
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
Definitive Media Library
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


36. How do you prioritize an incident?
- 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
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.
1) Core Publications 2) Complimentary Guidance
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


37. RFC
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Emergency Change Advisory Board
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Request for Change


38. What are the two primary elements of value?
1) Utility 2) Warranty
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- 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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


39. What is the purpose of Service Design??
It can improve utility and warranty of services incresing value.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Design - testing - improvements of CI's


40. What is a Change Proposal?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A formal proposal for major changes that involve high cost - risk or org. impact.
Known Error Database


41. What is the scope of Access Management?
All services under development - growth and Outlook.
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
Executing the policies in information security management
The process to ensure that the level of availability in services needs agrees with the required needs


42. What are CSF's?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
The basis for value creation including both resources and capabilities
Underpinning Contract
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


43. What drives service design?
Everyone except for Type III service providers (third parties)
Incidents never become problems. They co-exist
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.
Functional requirements - SLAs - benefits and design constraints


44. What are the objectives of Continual Service Improvement??
Tangible assets
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


45. Detail the Service Owner's repsonsibility.
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
Action taken to recover after a failed change or release.
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
Configuration Item


46. What are the objectives of Application Management?

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47. 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
Fit for purpose-the functionality of a product or service to meet a particular need.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business


48. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It can improve utility and warranty of services incresing value.
A formal proposal for major changes that involve high cost - risk or org. impact.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


49. What is Wisdom?
The system used to collect and manage Config Items (CI's)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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
Makes use of knowledge to create value through well-informed decisions


50. What interfacing processes are associated with Incident Management??
The process that supports the Business Continuity Management process by managing risks that could affect services.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access 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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management