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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 examples of Config Items?
This is where the customer sees the actual value of the services
The process that supports the Business Continuity Management process by managing risks that could affect services.
Assets such as server licenses and software licenses.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

2. What is the RACI matrix?
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

3. What is the Service Design Package?
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 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 document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

4. CI
The ability to detect events - make sense of them and determine right control action
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Configuration Item
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.

5. What is the scope of the Service Level Management process?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
ensuer goals of service design stage are met with single point of coordination within this stage
Service Asset and Configuration Management
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

6. What is the scope of Access Management?
Executing the policies in information security management
Value of Investment
Change Advisory Board
Information Technology Infrastructure Library

7. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The basis for value creation including both resources and capabilities
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Request for Change

8. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Service Asset and Configuration Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)

9. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It defines performance and the alignment of IT services with the business.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
After closure and it is linked to major incident review

10. What is the scope of Continual Service Improvement??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Similar to incident model - For problems that have an expensive solution
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

11. RACI
Data - Information - Knowledge - Wisdom
Configuration Management Database
Change Advisory Board
Responsible - Accountable - Consult - Inform

12. What are the five stages of the Service Lifecycle?
It defines performance and the alignment of IT services with the business.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The system used to collect and manage Config Items (CI's)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

13. What are two availability management activities?
Ownership regardless of escalation remains with the service desk
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

14. CMDB
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Configuration Management Database

15. What are Retired Services?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Inputs - Outputs - Activities - Measurements - Roles
Services that are no longer available.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

16. SLM
ensuer goals of service design stage are met with single point of coordination within this stage
Definitive Media Library
Service Level Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

17. What is the purpose of ITIL Complementatry Guidance?
Everyone except for Type III service providers (third parties)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of 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 provide guidance for specific to industry sectors - org types - operating models and technology architectures.

18. Resources are _____
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
Tangible assets
Pattern of Business Activity

19. Describe the Service Level Management process.
Known Error Database
To provide best practice guidance to all types of organizations.
Single Point Of Contact
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

20. KEDB
Is a request from a user for info - advice - standard change - or access to an IT service
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
Known Error Database
Fit for purpose-the functionality of a product or service to meet a particular need.

21. What is a major incident?
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

22. What is the scope of the seven steps to improvement?
Single Point Of Contact
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 defines how to deliver services to meet a customer's business outcome - It defines how to manage services
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

23. What are the Capacity Sun- Processes?
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
Addition - modification - removal of anything that could have an effect on IT services
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
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)

24. What is the definition of a Service Review?
To be accountable for the operational management of the process.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To provide a balanced view of overall service

25. What are the objectives of the Transition Planning & Support process?
Application support
A set of best practice publications for IT service management
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...
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.

26. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Critical Success Factor
Services that are no longer available.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

27. Describe the Service Catalogue Management process.
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
- 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
Value of Investment
To provide and maintain a single source of info on all operational and ready to be introduced services

28. What is the definition of Service Improvement Plan?
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
Accountable for the delivery of a specific service.
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

29. What is the business value of Continual Service Improvement?
Is a request from a user for info - advice - standard change - or access to an IT service
Information Technology Infrastructure Library
1) Utility 2) Warranty
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities

30. What is a Function?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A group of people - tools and resources used to carry out a process activity.
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.
A set of responsibilities defined in a process and assigned to a person or team.

31. What is a Business Case?
To provide a single source of information on all operational and ready for production services.
Return on Investment
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
This is where the customer sees the actual value of the services

32. What is the business value of the service desk?
Change Advisory Board
- 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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

33. What is a Business Continuity Plan?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Define steps required to restore business process following disruption
1) Quality Service 2) Cost-effective Services

34. When do you conduct a major problem review?
After closure and it is linked to major incident review
Addition - modification - removal of anything that could have an effect on IT services
Design - testing - improvements of CI's
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

35. What cycles are associated with budgeting - accounting - charging?
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

36. How do you escalate an incident?
Emergency Change Advisory Board
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
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)

37. What are KPI's?
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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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)

38. ROI
Return on Investment
The phase that turns service strategy into a plan for delivering the business outcomes.
Configuration Management Database
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

39. What are some Service Level Management Activities?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
A service provider which functions within the business units they server.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

40. What are the 4 levels of service provision expectations?

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41. What are the objectives of the Knowledge Management process??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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
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
- Vendor neutral - Non prescriptive - Best practice

42. What is the purpose of Continual Service Improvement?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
1) Utility 2) Warranty
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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

43. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

44. What is Value?

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45. What is the configuration baseline?
- Release & Deployment - Transition Planning & Support
It takes inputs and turn them into outputs.
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.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

46. Detail the Process Manager's responsibilities
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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 group of people - tools and resources used to carry out a process activity.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

47. What do Change Models have?
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
Definitive Media Library
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close 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

48. What is an Outcome?
The result of an activity following a process or the delivery of a service.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

49. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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)
A function that reflects the part of business process that is critical to success of business

50. What is a Service Portfolio?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A formal proposal for major changes that involve high cost - risk or org. impact.
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.