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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the Definitive Media Library?

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2. What is a Process?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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
A structured set of activities designed to accomplish a specific objective.
Governs the org's approach to Information Security Management

3. What is Emergency Change Advisory Board (ECAB)?
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.
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
ensuer goals of service design stage are met with single point of coordination within this stage

4. PBA
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- 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 set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Pattern of Business Activity

5. Technical and Application Management are involved in ___________________

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6. KPI
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Key Performance Indicator
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Pattern of Business Activity (PBA)

7. A workload profile is also referred to as?
1) Preferences 2) Past experiences 3) Communications
By enhancing the performance of tasks and reducing the effect of constraints.
Pattern of Business Activity (PBA)
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.)

8. When is the Service Design Package created or edited?
Emergency Change Advisory Board
- New service - Major change to service - Removal of service - Changes to the SDP itself
A service provided by an IT service provider made up of a combination of IT - people and processes.
A set of responsibilities defined in a process and assigned to a person or team.

9. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
After closure and it is linked to major incident review
The process in which goals and objectives of service design stage are met

10. What is a Service Request?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Is a request from a user for info - advice - standard change - or access to an IT service
Assets such as server licenses and software licenses.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

11. What should Major Problem Review focus on?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
It can identify weaknesses or areas of improvements.

12. What is stored in the Service Knowledge Management System (SKMS)??

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13. Detail the Process Manager's responsibilities
Fit for purpose-the functionality of a product or service to meet a particular need.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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

14. What is a known error?
Problem that has a documented root cause and workaround
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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

15. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Request for Change
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

16. What is the scope of Availability Management process?
Service Knowledge Management System
Set of responsibilities - activities and authorities granted to a person or a team.
- Change Management - Service Asset & Config Management - Knowledge Management
It covers: - design - implementation - measurement -management -improvement of service and component availability

17. What is the purpose of Access Management?
Internal Service Provider - Shared Service Unit - External Service Provider
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Tp provide the right for users to be able to use a service or group of services
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

18. What is the business value of Service Transition?
Executing the policies in information security management
Design - testing - improvements of CI's
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
Align new/changed services with business requirements - Maximize value to the business operations

19. What are the objectives of the Capacity Management process?
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It's he process responsible for managing the lifecycle of all service requests from users

20. What is IT Service Management?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Value of Investment
The implementation and management of IT services that meet the needs of the business.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

21. How do you escalate an incident?
A formal proposal for a change
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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)
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

22. What is the purpose of the Design Coordination process?
Supplier and Contract Management Information System
ensuer goals of service design stage are met with single point of coordination within this stage
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 config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.

23. What is the role of Application Management?
- 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
Services that are no longer available.
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.
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.

24. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Service Desk - Technical management - IT Operation Management - Application Management
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

25. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Business Impact Analysis
- Change Management - Service Asset & Config Management - Knowledge Management
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)

26. What is Utility?
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.
Fit for purpose-the functionality of a product or service to meet a particular need.
Ensure assets required to deliver service are controlled and info is available for them
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

27. What is the configuration baseline?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Business Continuity Plan
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.
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

28. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.)

29. What are the Change Types?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Provide overall planning for service transition and coordinate resources required for it
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- 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

30. What are the objectives of the Service Design phase?
Used to store and manage knowledge - info and data.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

31. What are the objectives of Continual Service Improvement??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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.

32. A capability is an _________________
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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.
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
intangible asset

33. What are the technical management groups?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

34. Resources are _____
The services themselves - Service management processes - Technology (management of infrastructure) - People
Tangible assets
Access - Identity - Rights - Service or Service Groups - Directory Services
The implementation and management of IT services that meet the needs of the business.

35. What is the scope of change?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

36. What are the Service Strategy processes and functions?
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
Critical Success Factor
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

37. DIKW
Data - Information - Knowledge - Wisdom
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

38. What is the scope of the Transition Planning & Support process?
A group of people and the tools they use to perform one or more processes or activities.
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
Operation Level Agreement
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

39. Describe the Design Coordination process.
It takes inputs and turn them into outputs.
The process that obtains value for money from suppliers.
The process in which goals and objectives of service design stage are met
- 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

40. What should an incident model include??
Assets such as server licenses and software licenses.
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
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.
Define steps required to restore business process following disruption

41. What is the purpose of IT Operations Management?
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
Business Continuity Management
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
All services under development - growth and Outlook.

42. What is the purpose of Event Management?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
The ability to detect events - make sense of them and determine right control action
A function that reflects the part of business process that is critical to success of business
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

43. What are the activities associated with Problem Management?
Fit for purpose-the functionality of a product or service to meet a particular need.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Governs the org's approach to Information Security Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

44. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1) Core Publications 2) Complimentary Guidance
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

45. What are the objectives of the Knowledge Management process??
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
- 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
A service provider which functions within the business units they server.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

46. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
1) Utility 2) Warranty
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Up to each org to decide which service requests it will handle

47. What is technical management?
Continual Service Improvement
Internal Service Provider - Shared Service Unit - External Service Provider
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Tangible assets

48. What are the three types of services?
- 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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- Manage access - Respond to requests for granting access - Oversee access
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

49. What are the objectives of the Service Level Management process?
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Tangible assets
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

50. What are the objectives of Access Management?
- 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
Single Point Of Contact
Includes management of the component lifecycle of every CI (config item)
- Manage access - Respond to requests for granting access - Oversee access

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