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 processes does the Change Management process interface with?
To control lifecycle of all changes to be made with minimal disruption to services
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Application support
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


2. What are Change Management Activities?
Critical Success Factor
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A service provider which functions within the business units they server.
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!


3. What are the objectives of the Change Management Process?

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4. What are the Service Operation Functions??
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Information Communication Technology
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Service Desk - Technical management - IT Operation Management - Application Management


5. What is an IT Service?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A service provided by an IT service provider made up of a combination of IT - people and processes.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The ability to detect events - make sense of them and determine right control action


6. What is the purpose of Request Fulfillment?

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7. What are Retired Services?
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
Services that are no longer available.
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


8. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A group of people - tools and resources used to carry out a process activity.
Configuration Item
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


9. BCP
A group of people and the tools they use to perform one or more processes or activities.
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Application support
Business Continuity Plan


10. What is the role of Application Management?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
- 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


11. What processes interfaces with Problem Management?
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
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


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

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13. ICT
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
- Change Management - Service Asset & Config Management - Knowledge Management
Information Communication Technology
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


14. What is the scope of Problem Management?
Align new/changed services with business requirements - Maximize value to the business operations
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
Action taken to recover after a failed change or release.
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


15. CI
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
Configuration Item
Design - testing - improvements of CI's
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


16. What are KPI's?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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)
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


17. What are three types of events?

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18. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- 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
Executing the policies in information security management


19. SKMS
- New service - Major change to service - Removal of service - Changes to the SDP itself
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.
Service Knowledge Management System
1) Customer Perception 2) Customer Preference 3) Business Outcomes


20. What is the scope of the Release & Deployment Management process?
A structured set of activities designed to accomplish a specific objective.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
To provide a single source of information on all operational and ready for production services.


21. What is the purpose of the Knowledge Management process?
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
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
Share perspectives - ideas - experience & info to enable informed decisions
It defines performance and the alignment of IT services with the business.


22. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Speeds up resolution - Concern of data quality
The basis for value creation including both resources and capabilities
All services under development - growth and Outlook.


23. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
Tangible assets
The process to ensure that the level of availability in services needs agrees with the required needs
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!


24. What is the Information Security Policy?

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25. What are the two views of the Service Catalogue?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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)
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.
Qualitative and Quantitative


26. What is the purpose of Incident Management?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


27. IT Ops and Application Management are involved in _____________________
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Up to each org to decide which service requests it will handle
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Application support


28. What processes are related to of Service Operation??
Services that provide customer with wanted business outcomes.
Accountable for the delivery of a specific service.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Incident management - Problem management - Event management - Request Fulfillment - Access Management


29. Internal Service Provider
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A service provider which functions within the business units they server.
Vital Business Function
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


30. CSI
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
Continual Service Improvement
It can improve utility and warranty of services incresing value.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


31. DML
To plan - schedule & control the build - test & deployment of releases
Set of responsibilities - activities and authorities granted to a person or a team.
Definitive Media Library
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.


32. What is availability?
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.
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.
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...
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


33. What is a Role?
Ensure assets required to deliver service are controlled and info is available for them
Set of responsibilities - activities and authorities granted to a person or a team.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Similar to incident model - For problems that have an expensive solution


34. What is the definition of a Service Level Agreement Monitoring Chart?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Request for Change
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
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


35. What communication is part of Service Operation?
Ensure assets required to deliver service are controlled and info is available for them
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- Manage access - Respond to requests for granting access - Oversee access
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


36. What is a Process?
Everyone except for Type III service providers (third parties)
Service Asset and Configuration Management
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
A structured set of activities designed to accomplish a specific objective.


37. What are CSF's?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
The system used to collect and manage Config Items (CI's)
Change Advisory Board
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


38. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


39. What is the scope of Access Management?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Executing the policies in information security management
Application support


40. What is Utilitiy?

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41. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Critical Success Factor
To provide best practice guidance to all types of organizations.


42. What are the objectives of Incident Management?
Critical Success Factor
Return on Investment
Fit for purpose-the functionality of a product or service to meet a particular need.
- 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


43. SCMIS
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
Key Performance Indicator
Underpinning Contract
Supplier and Contract Management Information System


44. What is the business value of Service Operation?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
This is where the customer sees the actual value of the services
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


45. What do Change Models have?
Carry out one or more process activities
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Service Asset and Configuration Management
1) Core Publications 2) Complimentary Guidance


46. BIA
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.
Business Impact Analysis
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. OLA
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
Operation Level Agreement
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


48. What are some Service Level Management Activities?
A formal proposal for a change
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Business Continuity Plan
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


49. What is an Outcome?
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Makes use of knowledge to create value through well-informed decisions
The result of an activity following a process or the delivery of a service.


50. CSF
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
This is where the customer sees the actual value of the services
Critical Success Factor
Service Desk - Technical management - IT Operation Management - Application Management