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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. How do you escalate an incident?
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
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
Share perspectives - ideas - experience & info to enable informed decisions
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)

2. SCMIS
Supplier and Contract Management Information System
A function that reflects the part of business process that is critical to success of business
- Change Management - Service Asset & Config Management - Knowledge Management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

3. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
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.)
It can identify weaknesses or areas of improvements.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

4. TCO
Assets such as server licenses and software licenses.
To control lifecycle of all changes to be made with minimal disruption to services
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.
Total Cost of Ownership

5. Who owns an incident?
Ownership regardless of escalation remains with the service desk
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A formal proposal for a change
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

6. What communication is part of Service Operation?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Core Publications 2) Complimentary Guidance
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

7. What are the Capacity Sun- Processes?
1) Core Publications 2) Complimentary Guidance
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)
Emergency Change Advisory Board
Data - Information - Knowledge - Wisdom

8. What is a Config Item (CI)?
Keep it simple - Use multi-level categorization - Use categorization for reporting
The ability to detect events - make sense of them and determine right control action
A service asset that needs to be managed to deliver a service
Is a request from a user for info - advice - standard change - or access to an IT service

9. What is the role of technical management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Strategic - Tactical - Operational - Commodity
- 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
Governs the org's approach to Information Security Management

10. What are the objectives of Problem Management?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To provide a single source of information on all operational and ready for production services.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

11. What are two levels of availability?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
The process that supports the Business Continuity Management process by managing risks that could affect services.
A set of best practice publications for IT service management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

12. What are three types of events?

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13. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Service Asset and Configuration Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

14. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Configuration Item
Service Knowledge Management System
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

15. What interfacing processes are associated with Incident Management??
To provide a balanced view of overall service
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 -
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

16. Define Patterns of Business Activity (PBA)?
Qualitative and Quantitative
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Speeds up resolution - Concern of data quality
A customer requirement for an aspect of an IT service

17. What is the purpose of IT Operations Management?
It defines performance and the alignment of IT services with the business.
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
- 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
Continual Service Improvement

18. ICT
Underpinning Contract
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Information Communication Technology

19. Who should the Information Security Policy be communicated to?
Provide overall planning for service transition and coordinate resources required for it
Everyone except for Type III service providers (third parties)
Services that provide customer with wanted business outcomes.
- 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

20. What is a major incident?
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Tangible assets
Configuration Item

21. What are the components of the ITIL framework?
Governs the org's approach to Information Security Management
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Responsible - Accountable - Consult - Inform
1) Core Publications 2) Complimentary Guidance

22. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
A function that reflects the part of business process that is critical to success of business
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- Manage access - Respond to requests for granting access - Oversee access

23. What are the objectives of technical management?

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24. What is a Function?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A group of people and the tools they use to perform one or more processes or activities.
Addition - modification - removal of anything that could have an effect on IT services
Service Knowledge Management System

25. ECAB
Emergency Change Advisory Board
Service Desk - Technical management - IT Operation Management - Application Management
The implementation and management of IT services that meet the needs of the business.
Makes use of knowledge to create value through well-informed decisions

26. What processes are related to of Service Operation??
Tangible assets
- Change Management - Service Asset & Config Management - Knowledge Management
It takes inputs and turn them into outputs.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

27. What influences the expected service?
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
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
1) Preferences 2) Past experiences 3) Communications
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.

28. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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.

29. What are the 4 levels of service provision expectations?

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30. What is the definition of Service Level Requirements?
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.
Service Desk - Technical management - IT Operation Management - Application Management
A customer requirement for an aspect of an IT service
Key Performance Indicator

31. What are the objectives of Continual Service Improvement??
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A set of discrete facts
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

32. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The process that obtains value for money from suppliers.
A group of people - tools and resources used to carry out a process activity.
Fit for Purpose - The functionality of a product or service from a customer's perspective.

33. What is Service Management?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Executing the policies in information security management

34. What is the purpose of Change Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
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)
To control lifecycle of all changes to be made with minimal disruption to services
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

35. IT Ops and Application Management are involved in _____________________
- 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
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
Application support
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.

36. 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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Similar to incident model - For problems that have an expensive solution
- 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

37. What is Remediation Planning?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Action taken to recover after a failed change or release.

38. What is the content of a Business Case?
Emergency Change Advisory Board
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A group of people and the tools they use to perform one or more processes or activities.

39. Technical and Application Management are involved in ___________________

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40. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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

41. Describe the Supplier Management process.
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
Addition - modification - removal of anything that could have an effect on IT services
The process that obtains value for money from suppliers.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

42. What is the Process Manager's responsibility?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To be accountable for the operational management of the process.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

43. What are the options of organizational structures of a service desk?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
- 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
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation

44. What is a workaround?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- Budgeting - Accounting - Charging (Billing)
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

45. What is the purpose of Service Portfolio Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
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)
Request for Change

46. What is the purpose of Service Transition?
A service asset that needs to be managed to deliver a service
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

47. What drives service design?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Functional requirements - SLAs - benefits and design constraints
The phase that turns service strategy into a plan for delivering the business outcomes.

48. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
To plan - schedule & control the build - test & deployment of releases
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Customer Perception 2) Customer Preference 3) Business Outcomes

49. What is the Organization Level Agreement?
- 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
- 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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Agreement between an IT service provider and another part of same organization that assists with service provision

50. What is Warranty?
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
It takes inputs and turn them into outputs.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.