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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
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
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
- 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

2. SKMS
Service Knowledge Management System
Service Desk - Technical management - IT Operation Management - Application Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Change Advisory Board

3. What is the Capacity Plan?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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

4. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
To provide best practice guidance to all types of organizations.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Internal Service Provider - Shared Service Unit - External Service Provider

5. What is risk?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Strategic - Tactical - Operational - Commodity
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

6. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The system used to collect and manage Config Items (CI's)
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

7. A capability is an _________________
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)
Incident management - Problem management - Event management - Request Fulfillment - Access Management
intangible asset
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 -

8. How can the impact of risk be measured?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Information Communication Technology
Qualitative and Quantitative
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.)

9. What is the business value of the service desk?
Pattern of Business Activity
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

10. Name the characteristics of value
- 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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

11. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
To provide best practice guidance to all types of organizations.
Definitive Media Library
Action taken to recover after a failed change or release.

12. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
To control lifecycle of all changes to be made with minimal disruption to services
- 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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

13. What are the Capacity Sun- Processes?
Define steps required to restore business process following disruption
Internal Service Provider - Shared Service Unit - External Service Provider
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)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

14. What is Vital Business Functions?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A function that reflects the part of business process that is critical to success of business

15. What are examples of Config Items?
Return on Investment
Definitive Media Library
Assets such as server licenses and software licenses.
To quantify the impact to the business that loss of service would have

16. What is Data?
A set of discrete facts
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
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

17. What are the five aspects of Service Design?
To provide a single source of information on all operational and ready for production services.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

18. What is the Business Value of Service Strategy?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
It defines performance and the alignment of IT services with the business.

19. What are the components of the ITIL framework?
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
1) Core Publications 2) Complimentary Guidance
Internal Service Provider - Shared Service Unit - External Service Provider
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

20. How do you prioritize an incident?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Includes management of the component lifecycle of every CI (config item)

21. What is the RACI matrix?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Keep it simple - Use multi-level categorization - Use categorization for reporting
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

22. What is the UC?
- Capability constraints - Resource constraints - Utility constraints - And more...
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
Executing the policies in information security management
Information Communication Technology

23. What is the scope of change?
The underlying cause of one or more failures
Supplier and Contract Management Information System
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

24. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
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
- Vendor neutral - Non prescriptive - Best practice
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

25. What is the purpose of Event Management?
- Capability constraints - Resource constraints - Utility constraints - And more...
The ability to detect events - make sense of them and determine right control action
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Align new/changed services with business requirements - Maximize value to the business operations

26. What is the role of Application Management?
Carry out one or more process activities
- 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
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

27. RACI
It comes from providing context to data - Who? - What? - When? - Where?
Responsible - Accountable - Consult - Inform
1) Core Publications 2) Complimentary Guidance
The services themselves - Service management processes - Technology (management of infrastructure) - People

28. What is Utility?
Share perspectives - ideas - experience & info to enable informed decisions
Fit for purpose-the functionality of a product or service to meet a particular need.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A formal proposal for a change

29. SLM
Service Level Management
1) Preferences 2) Past experiences 3) Communications
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

30. What are the 4 P's in Service Design used for?
1. Business Service Catalogue 2. Technical Service Catalogue.
To provide a balanced view of overall service
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

31. What does a Release Policy include?
- 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
Accountable for the delivery of a specific service.
The process that supports the Business Continuity Management process by managing risks that could affect services.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

32. What is technical management?
Governs the org's approach to Information Security Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Speeds up resolution - Concern of data quality

33. What are the objectives of Continual Service Improvement??
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.
Value of Investment

34. What is a Problem Model??
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Similar to incident model - For problems that have an expensive solution
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Strategic - Tactical - Operational - Commodity

35. CMDB
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Configuration Management Database

36. What is the scope of the seven steps to improvement?
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...
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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

37. What types of metrics are there and what are they??

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38. Detail the Service Owner's repsonsibility.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
Define steps required to restore business process following disruption
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

39. What is the purpose of Continual Service Improvement?
- 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
Services that are no longer available.
It comes from providing context to data - Who? - What? - When? - Where?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

40. What Service Transition processes primarily support the Service Transition phase?
All services under development - growth and Outlook.
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Release & Deployment - Transition Planning & Support
The result of an activity following a process or the delivery of a service.

41. What are the objectives of IT Operations Management?
To control lifecycle of all changes to be made with minimal disruption to services
A role is defined in a process or function.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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

42. What are the seven steps to improvement?
Services that provide customer with wanted business outcomes.
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
A formal proposal for a change
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

43. What is the purpose of the Knowledge Management process?
The level to which the service meets a customer's expectation.
intangible asset
By enhancing the performance of tasks and reducing the effect of constraints.
Share perspectives - ideas - experience & info to enable informed decisions

44. PBA
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.
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Pattern of Business Activity

45. What is a Business Continuity Plan?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Define steps required to restore business process following disruption
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Manage access - Respond to requests for granting access - Oversee access

46. What are the the 4 P's in Service Design?
To plan - schedule & control the build - test & deployment of releases
Configuration Item
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

47. What is the scope of the Transition Planning & Support process?
Inputs - Outputs - Activities - Measurements - Roles
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.
Functional requirements - SLAs - benefits and design constraints
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

48. What are the objectives of the seven steps to improvement?
Everyone except for Type III service providers (third parties)
1) Core Publications 2) Complimentary Guidance
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
The process that obtains value for money from suppliers.

49. What is the scope of Event Management?

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50. What is the purpose of Service Strategy?

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