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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What are the objectives of IT Operations Management?
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.

2. What are the two views of the Service Catalogue?
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
1) 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)
- 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
The process that supports the Business Continuity Management process by managing risks that could affect services.

3. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
A set of best practice publications for IT service 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
Service Knowledge Management System

4. What is the purpose of Problem Management?
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

5. What are the 4 P's in Service Design used for?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide a balanced view of overall service
1) Preferences 2) Past experiences 3) Communications

6. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
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
The ability to detect events - make sense of them and determine right control action
A group of people - tools and resources used to carry out a process activity.

7. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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
Speeds up resolution - Concern of data quality

8. What is the role of technical management?
A function that reflects the part of business process that is critical to success of business
A formal proposal for major changes that involve high cost - risk or org. impact.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- 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

9. What are the objectives of the Transition Planning & Support process?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1) Utility 2) Warranty
The ability to detect events - make sense of them and determine right control action
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...

10. What are the seven steps to improvement?
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
Lifecycle wide process and relevant to all lifecycles
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- 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

11. What is an IT Service?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A service provided by an IT service provider made up of a combination of IT - people and processes.
Request for Change
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

12. VBF
A group of people - tools and resources used to carry out a process activity.
Vital Business Function
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

13. What is an Alert?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Fit for purpose-the functionality of a product or service to meet a particular need.
Continual Service Improvement
Is a notification that a threshold has been reached - something has changed - or a failure has occured

14. What is the scope of the Service Asset & Config Management (SACM) process?
Fit for purpose-the functionality of a product or service to meet a particular need.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Includes management of the component lifecycle of every CI (config item)
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

15. PBA
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
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.
Pattern of Business Activity
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)

16. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It defines performance and the alignment of IT services with the business.

17. What is the Definitive Media Library?

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18. What is the Service Design phase?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It covers: - design - implementation - measurement -management -improvement of service and component availability
The phase that turns service strategy into a plan for delivering the business outcomes.
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

19. What is the definition of a Service Review?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

20. What is the purpose of the Release & Deployment Management process?
Ensure assets required to deliver service are controlled and info is available for them
To plan - schedule & control the build - test & deployment of releases
A structured set of activities designed to accomplish a specific objective.
A service provider which functions within the business units they server.

21. What actvities does Business Relationship Management Activities refer to?
Information Communication Technology
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
The process to ensure that the level of availability in services needs agrees with the required needs
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

22. What are the Capacity Sun- Processes?
Service Knowledge Management System
Fit for purpose-the functionality of a product or service to meet a particular need.
By enhancing the performance of tasks and reducing the effect of constraints.
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)

23. What is the purpose of Business Impact Analysis (BISA?
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To quantify the impact to the business that loss of service would have
Fit for Purpose - The functionality of a product or service from a customer's perspective.

24. What is Utility?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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 -
Fit for purpose-the functionality of a product or service to meet a particular need.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

25. Why is ITIL successful?
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.
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.
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
- Vendor neutral - Non prescriptive - Best practice

26. Describe the Service Level Management process.
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Change Advisory Board
Strategic - Tactical - Operational - Commodity

27. What is a Function?
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
A group of people - tools and resources used to carry out a process activity.
1) Quality Service 2) Cost-effective Services
The process to ensure that the level of availability in services needs agrees with the required needs

28. What is technical management?
Application support
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The process that obtains value for money from suppliers.
Used to store and manage knowledge - info and data.

29. Describe the Availability Management process.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Utility 2) Warranty
The process to ensure that the level of availability in services needs agrees with the required needs

30. What is the Process Manager's responsibility?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To be accountable for the operational management of the process.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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

31. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
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
The process that obtains value for money from suppliers.
It covers: - design - implementation - measurement -management -improvement of service and component availability

32. What are Change Management Activities?
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...
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Request for Change

33. What is the business value of the service desk?
Qualitative and Quantitative
Emergency Change Advisory Board
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Manage access - Respond to requests for granting access - Oversee access

34. What should Major Problem Review focus on?
Services that are no longer available.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Key Performance Indicator
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

35. What are the Change Types?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- 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
Pattern of Business Activity (PBA)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

36. What drives service design?
Functional requirements - SLAs - benefits and design constraints
Continual Service Improvement
This is where the customer sees the actual value of the services
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)

37. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
Service Knowledge Management System
To provide best practice guidance to all types of organizations.
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.

38. What is a Business Continuity Plan?
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!
Define steps required to restore business process following disruption
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

39. 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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- Budgeting - Accounting - Charging (Billing)
Single Point Of Contact

40. Technical and Application Management are involved in ___________________

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41. What are the four Service Operation functions?
Problem that has a documented root cause and workaround
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Accountable for the delivery of a specific service.
Information Technology Infrastructure Library

42. What processes interfaces with Problem Management?
Operation Level Agreement
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
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
Underpinning Contract

43. What is the content of a Business Case?
Service Level Agreement
The process in which goals and objectives of service design stage are met
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

44. What topics are covered in Service Strategy?
- Vendor neutral - Non prescriptive - Best practice
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Includes the processes - systems & functions to package - build - test and deploy a release in live use
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

45. What is the scope of Service Strategy??

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46. What are the options of organizational structures of a service desk?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- 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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

47. What is the scope of Service Operation??
- 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
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
The services themselves - Service management processes - Technology (management of infrastructure) - People
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

48. What is the definition of Service Improvement Plan?
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
Configuration Management System
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

49. What communication is part of Service Operation?
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...
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

50. What is Emergency Change Advisory Board (ECAB)?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Business Impact Analysis
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.