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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 is the scope of the Service Design phase?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Is a notification that a threshold has been reached - something has changed - or a failure has occured

2. Who should the Information Security Policy be communicated to?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Value of Investment
Everyone except for Type III service providers (third parties)
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

3. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
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.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

4. DIKW
Service Level Management
Data - Information - Knowledge - Wisdom
- 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
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

5. What is the role of technical management?
- 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
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...
The process that obtains value for money from suppliers.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

6. What is the definition of Service Improvement Plan?
Continual Service Improvement
Service Level Agreement
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Access - Identity - Rights - Service or Service Groups - Directory Services

7. What are the objectives of the Release & Deployment Management process?
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 -
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.
The level to which the service meets a customer's expectation.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

8. What is the purpose of the Transition Planning & Support process?
To quantify the impact to the business that loss of service would have
Is responsible for managing applications through their lifecycle
Provide overall planning for service transition and coordinate resources required for it
It's he process responsible for managing the lifecycle of all service requests from users

9. What is a Role?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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
A set of responsibilities defined in a process and assigned to a person or team.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

10. What is the business value of the service desk?
Business Continuity Management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Functional requirements - SLAs - benefits and design constraints
Is a request from a user for info - advice - standard change - or access to an IT service

11. What is the Process Practitioner's responsibility?
Carry out one or more process activities
Services that provide customer with wanted business outcomes.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- Capability constraints - Resource constraints - Utility constraints - And more...

12. What is Warranty?
The process to ensure that the level of availability in services needs agrees with the required needs
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Any event which disrupts - or which could disrupt - a service

13. ECAB
- Capability constraints - Resource constraints - Utility constraints - And more...
Service Desk - Technical management - IT Operation Management - Application Management
Emergency Change Advisory Board
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.

14. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
Underpinning Contract
Key Performance Indicator
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

15. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
ensuer goals of service design stage are met with single point of coordination within this stage
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

16. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
- 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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

17. What is the configuration baseline?
Qualitative and Quantitative
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.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

18. What is the Definitive Media Library?

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19. What is the purpose of Application Management?
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
Is responsible for managing applications through their lifecycle
Service Level Management
Design - testing - improvements of CI's

20. What processes does the Change Management process interface with?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- 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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

21. CAB
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To be accountable for the operational management of the process.
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.)
Change Advisory Board

22. How do you prioritize an incident?
Business Impact Analysis
Vital Business Function
Request for Change
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

23. What is the scope of Event Management?

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24. What is the objective of Service Strategy
Accountable for the delivery of a specific service.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To provide a single source of information on all operational and ready for production services.

25. What is Service Assets?
The basis for value creation including both resources and capabilities
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
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

26. What are the layers of the Configuration Management System (CMS)?
Is responsible for managing applications through their lifecycle
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
1) Preferences 2) Past experiences 3) Communications
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

27. What is the Snapshot?
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.
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
- Release & Deployment - Transition Planning & Support
Executing the policies in information security management

28. SACM
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Service Asset and Configuration Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Tp provide the right for users to be able to use a service or group of services

29. SCMIS
- 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
It can improve utility and warranty of services incresing value.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Supplier and Contract Management Information System

30. What influences the expected service?
Data - Information - Knowledge - Wisdom
1) Preferences 2) Past experiences 3) Communications
A role is defined in a process or function.
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

31. What is the scope of the Knowledge Management process?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Lifecycle wide process and relevant to all lifecycles
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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 -

32. UC
Underpinning Contract
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Value of Investment
Tangible assets

33. What is the scope of Problem Management?
It defines performance and the alignment of IT services with the business.
A service provider which functions within the business units they server.
The implementation and management of IT services that meet the needs of the business.
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

34. What is the business value of Service Transition?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Align new/changed services with business requirements - Maximize value to the business operations
Service Desk - Technical management - IT Operation Management - Application Management
A group of people - tools and resources used to carry out a process activity.

35. What is the purpose of the Information Security Management (ISM) process?

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36. What is an IT Service?
Continual Service Improvement
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
- 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 service provided by an IT service provider made up of a combination of IT - people and processes.

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

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38. What is the scope of Service Transition?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Underpinning Contract
Operation Level Agreement
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

39. What is the definition of a Service Level Agreement Monitoring Chart?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.
ensuer goals of service design stage are met with single point of coordination within this stage

40. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- Capability constraints - Resource constraints - Utility constraints - And more...
To be accountable for the operational management of the process.
It comes from providing context to data - Who? - What? - When? - Where?

41. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Configuration Management Database
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To plan - schedule & control the build - test & deployment of releases

42. What are the Service Transition processes??
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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 -
A set of responsibilities defined in a process and assigned to a person or team.

43. VOI
Keep it simple - Use multi-level categorization - Use categorization for reporting
Value of Investment
Provide overall planning for service transition and coordinate resources required for it
Change Advisory Board

44. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

45. What are the components of the ITIL framework?
To quantify the impact to the business that loss of service would have
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
1) Core Publications 2) Complimentary Guidance
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

46. What is the scope of Service Operation??
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The services themselves - Service management processes - Technology (management of infrastructure) - People
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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

47. What is a Service Portfolio?
Emergency Change Advisory Board
Services that are no longer available.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.

48. SLM
Service Level Management
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
1) Core Publications 2) Complimentary Guidance

49. What are the objectives of Service Transition?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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

50. DML
Definitive Media Library
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Define steps required to restore business process following disruption