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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 Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Access - Identity - Rights - Service or Service Groups - Directory Services
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

2. What is the Service Design Package?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To quantify the impact to the business that loss of service would have

3. What is a Process?
Change Advisory Board
A structured set of activities designed to accomplish a specific objective.
The process that obtains value for money from suppliers.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

4. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

5. What is the Known Error Database (KEDB)?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Business Continuity Plan
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

6. What is Service Assets?
The basis for value creation including both resources and capabilities
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
Define steps required to restore business process following disruption
Design - testing - improvements of CI's

7. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Definitive Media Library
Internal Service Provider - Shared Service Unit - External Service Provider

8. What is a Problem Model??
Information Technology Infrastructure Library
Similar to incident model - For problems that have an expensive solution
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
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...

9. What are the objectives of the service desk??
Service Level Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

10. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Assets such as server licenses and software licenses.

11. What is an IT Service?
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.
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

12. What interfacing processes are associated with Incident Management??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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

13. What is the purpose of ITIL Core Publications?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Supplier and Contract Management Information System
Services that provide customer with wanted business outcomes.
To provide best practice guidance to all types of organizations.

14. SLA
Accountable for the delivery of a specific service.
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
Service Level Agreement
To quantify the impact to the business that loss of service would have

15. What is the scope of Availability Management process?
Ensure assets required to deliver service are controlled and info is available for them
- 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
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
It covers: - design - implementation - measurement -management -improvement of service and component availability

16. VOI
Value of Investment
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.

17. 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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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
- Release & Deployment - Transition Planning & Support

18. What are the five Service Operation processes?
Change Advisory Board
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- Change Management - Service Asset & Config Management - Knowledge Management
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

19. What is Emergency Change Advisory Board (ECAB)?
- 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 service provided by an IT service provider made up of a combination of IT - people and processes.
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.
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a

20. What is a Service Catalogue?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The level to which the service meets a customer's expectation.
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.

21. What are the options of organizational structures of a service desk?
- 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
1) Quality Service 2) Cost-effective Services
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

22. What are the seven steps to improvement?
Up to each org to decide which service requests it will handle
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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
Share perspectives - ideas - experience & info to enable informed decisions

23. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Similar to incident model - For problems that have an expensive solution
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.
- 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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

24. What is a Service Portfolio?
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
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
A group of people and the tools they use to perform one or more processes or activities.
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.

25. 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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

26. How do you categorize an incident?
- Change Management - Service Asset & Config Management - Knowledge Management
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Continual Service Improvement
Keep it simple - Use multi-level categorization - Use categorization for reporting

27. What is the scope of Incident Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Any event which disrupts - or which could disrupt - a service
- Release & Deployment - Transition Planning & Support
To provide a single source of information on all operational and ready for production services.

28. What are the processes related to Service Design?
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.
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
After closure and it is linked to major incident review

29. What is the purpose of the Release & Deployment Management process?
Service Knowledge Management System
To plan - schedule & control the build - test & deployment of releases
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid

30. What is risk?
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Total Cost of Ownership
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

31. ECAB
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The system used to collect and manage Config Items (CI's)
Emergency Change Advisory Board
Tangible assets

32. What is Vital Business Functions?
It can identify weaknesses or areas of improvements.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A function that reflects the part of business process that is critical to success of business
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

33. What is the scope of Event Management?

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34. Who are the Key Stakeholders?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
1) Preferences 2) Past experiences 3) Communications
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

35. What is a Process Owner's responsibility?
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
- Manage access - Respond to requests for granting access - Oversee access
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

36. What is the purpose of Business Relationship Management??
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

37. How do you prioritize an incident?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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 -
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
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

38. What Service Transition processes primarily support the Service Transition phase?
A set of activities to accomplish an objective.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- Release & Deployment - Transition Planning & Support
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)

39. RFC
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Request for Change
Addition - modification - removal of anything that could have an effect on IT services
To quantify the impact to the business that loss of service would have

40. What is the Process Practitioner's responsibility?
Information Communication Technology
1. Business Service Catalogue 2. Technical Service Catalogue.
Carry out one or more process activities
IT Service Management

41. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

42. What is a Service Pipeline?
All services under development - growth and Outlook.
- 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
intangible asset
Makes use of knowledge to create value through well-informed decisions

43. What is an Event?
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1. Business Service Catalogue 2. Technical Service Catalogue.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

44. What are the objectives of Service Transition?
To control lifecycle of all changes to be made with minimal disruption to services
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 to ensure that the level of availability in services needs agrees with the required needs
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve

45. What are the objectives of Event Management?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

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

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47. Name the characteristics of value
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Emergency Change Advisory Board

48. What is the Deming Cycle?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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.

49. CI
1) Preferences 2) Past experiences 3) Communications
Configuration Item
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 Continual Service Improvement Register: Is kept to record all the improvement opportunities

50. What are four Service Level Agreement Frameworks??
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
All services under development - growth and Outlook.