ITIL

Instructions:

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

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

1. What is the purpose of Service Strategy?

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2. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
intangible asset
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Strategic - Tactical - Operational - Commodity


3. What are examples of Config Items?
Service Knowledge Management System
Speeds up resolution - Concern of data quality
Assets such as server licenses and software licenses.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


4. What is the Service Owner's responsibility?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Accountable for the delivery of a specific service.
Data - Information - Knowledge - Wisdom
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules


5. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Design - testing - improvements of CI's
intangible asset
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


6. What is the purpose of Service Operation?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
IT Service Management
Carry out one or more process activities


7. What is the purpose of Business Relationship Management??
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- 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


8. What are the 4 P's in Service Design used for?
The implementation and management of IT services that meet the needs of the business.
Is responsible for managing applications through their lifecycle
To provide a balanced view of overall service
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


9. What are the objectives of the seven steps to improvement?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
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.
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


10. ICT
Change Advisory Board
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A group of people and the tools they use to perform one or more processes or activities.
Information Communication Technology


11. What is the purpose of the Transition Planning & Support process?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Provide overall planning for service transition and coordinate resources required for it
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Total Cost of Ownership


12. What is the purpose of the Capacity 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
It can identify weaknesses or areas of improvements.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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


13. What are the options of organizational structures of a service desk?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Information Communication Technology
- 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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


14. What is the scope of Request Fulfillment?
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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Up to each org to decide which service requests it will handle


15. CI
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A role is defined in a process or function.
A set of activities to accomplish an objective.
Configuration Item


16. What should Major Problem Review focus on?
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
A structured set of activities designed to accomplish a specific objective.
Addition - modification - removal of anything that could have an effect on IT services
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


17. What actvities does Business Relationship Management Activities refer to?
Business Continuity Plan
The process to ensure that the level of availability in services needs agrees with the required needs
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


18. What is a major incident?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
A customer requirement for an aspect of an IT service
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


19. What are the objectives of technical management?

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20. Who owns an incident?
- 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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Ownership regardless of escalation remains with the service desk
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


21. What are the objectives of the Service Design phase?
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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


22. What is a Function?
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A group of people and the tools they use to perform one or more processes or activities.
Used to store and manage knowledge - info and data.


23. What is a Resource?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Data - Information - Knowledge - Wisdom
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Responsible - Accountable - Consult - Inform


24. What is Value?

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25. What is the purpose of the Design Coordination process?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To provide and maintain a single source of info on all operational and ready to be introduced services
ensuer goals of service design stage are met with single point of coordination within this stage
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


26. Internal Service Provider
Critical Success Factor
Configuration Item
1) Utility 2) Warranty
A service provider which functions within the business units they server.


27. What is the Known Error Database (KEDB)?
The process in which goals and objectives of service design stage are met
Is a request from a user for info - advice - standard change - or access to an IT service
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Ensure assets required to deliver service are controlled and info is available for them


28. What is Business Value?
Services that provide customer with wanted business outcomes.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


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

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30. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
Responsible - Accountable - Consult - Inform
The ability to detect events - make sense of them and determine right control action
Everyone except for Type III service providers (third parties)


31. What are the phases of Release & Deployment?
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
- 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) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


32. What is the purpose of Availability Management process?
It's he process responsible for managing the lifecycle of all service requests from users
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
- 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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


33. What is the business value of the service desk?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Accountable for the delivery of a specific service.
- 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


34. What are the objectives of Request Fulfillment?
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
Pattern of Business Activity (PBA)
Value of Investment
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni


35. What is a Process Owner's responsibility?
Known Error Database
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To quantify the impact to the business that loss of service would have


36. What is the content of a Business Case?
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.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint


37. What is Request for Change (RFC)?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A formal proposal for a change
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Change Advisory Board


38. 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.
Similar to incident model - For problems that have an expensive solution
Makes use of knowledge to create value through well-informed decisions
Change Advisory Board


39. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
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
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.
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.


40. What are the objectives of Service Transition?
Provide overall planning for service transition and coordinate resources required for it
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- 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
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


41. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
1. Business Service Catalogue 2. Technical Service Catalogue.
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


42. What is the Configuration Management System (CMS)?

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43. What is the scope of the Knowledge Management process?
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.
A group of people and the tools they use to perform one or more processes or activities.
Lifecycle wide process and relevant to all lifecycles
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


44. Where is a role defined?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A role is defined in a process or function.
1. Business Service Catalogue 2. Technical Service Catalogue.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


45. What is a Process?
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.
A set of activities to accomplish an objective.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


46. Define Patterns of Business Activity (PBA)?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To plan - schedule & control the build - test & deployment of releases
Business Continuity Management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


47. CMDB
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Configuration Management Database
Known Error Database
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


48. What is Change?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
A set of discrete facts
Addition - modification - removal of anything that could have an effect on IT services


49. What is the scope of the Service Design phase?
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
After closure and it is linked to major incident review
1) Utility 2) Warranty
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


50. What is the scope of the seven steps to improvement?
Total Cost of Ownership
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 takes inputs and turn them into outputs.
- 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