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ITIL

Subjects : certifications, itil, it-skills

Instructions:

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

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

1. What is the Service Design Package?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
This is where the customer sees the actual value of the services
The services themselves - Service management processes - Technology (management of infrastructure) - People

2. What is an IT Service?
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)
A service provided by an IT service provider made up of a combination of IT - people and processes.
Services that are no longer available.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

3. What is the Business Value of Service Design?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Quality Service 2) Cost-effective Services
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

4. CSF
Internal Service Provider - Shared Service Unit - External Service Provider
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service Level Management
Critical Success Factor

5. How do services facilitate outcomes?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Qualitative and Quantitative
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
By enhancing the performance of tasks and reducing the effect of constraints.

6. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
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
Tp provide the right for users to be able to use a service or group of services
It's he process responsible for managing the lifecycle of all service requests from users

7. What are the Incident Management activities??
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
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 -
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
1) Preferences 2) Past experiences 3) Communications

8. How can the impact of risk be measured?
- 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
Qualitative and Quantitative
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
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.

9. What is the Business Value of Service Strategy?
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.
It defines performance and the alignment of IT services with the business.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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

10. How is risk measured?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Information Communication Technology
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

11. Volume/Phase 3: Service Transition - What is it?
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.
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.
Pattern of Business Activity
Includes management of the component lifecycle of every CI (config item)

12. What are the objectives of the Service Level Management process?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
- New service - Major change to service - Removal of service - Changes to the SDP itself

13. What is Vital Business Functions?
To control lifecycle of all changes to be made with minimal disruption to services
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A function that reflects the part of business process that is critical to success of business
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.

14. What is the Process Manager's responsibility?
ensuer goals of service design stage are met with single point of coordination within this stage
Vital Business Function
To be accountable for the operational management of the process.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

15. What is a Change Proposal?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It can identify weaknesses or areas of improvements.
A formal proposal for major changes that involve high cost - risk or org. impact.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

16. What are CSF's?
Keep it simple - Use multi-level categorization - Use categorization for reporting
- 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
It defines performance and the alignment of IT services with the business.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

17. What two processes is Problem Management made up of?
To control lifecycle of all changes to be made with minimal disruption to services
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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)
Configuration Management System

18. What is the relationship between Incidents and Problems?
Functional requirements - SLAs - benefits and design constraints
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Tp provide the right for users to be able to use a service or group of services
Incidents never become problems. They co-exist

19. What is the purpose of the supplier management process?
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.
It defines performance and the alignment of IT services with the business.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- Budgeting - Accounting - Charging (Billing)

20. What is the scope of Service Strategy??

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21. What is Request for Change (RFC)?
- 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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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
A formal proposal for a change

22. What are the Change Types?
After closure and it is linked to major incident review
Critical Success Factor
A set of discrete facts
- 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

23. What are the Service Operation Functions??
Request for Change
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 -
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
Service Desk - Technical management - IT Operation Management - Application Management

24. How is the Service Design Package used?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Tp provide the right for users to be able to use a service or group of services
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

25. VBF
Vital Business Function
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A formal proposal for a change
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

26. What is the business value of Service Transition?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
By enhancing the performance of tasks and reducing the effect of constraints.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Align new/changed services with business requirements - Maximize value to the business operations

27. What is a Config Item (CI)?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A service asset that needs to be managed to deliver a service

28. What is an Outcome?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Up to each org to decide which service requests it will handle
The result of an activity following a process or the delivery of a service.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

29. What are the three types of Service Providers??
Configuration Item
Internal Service Provider - Shared Service Unit - External Service Provider
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Speeds up resolution - Concern of data quality

30. What is a Process Owner's responsibility?
All services under development - growth and Outlook.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
The ability to detect events - make sense of them and determine right control action
The result of an activity following a process or the delivery of a service.

31. What do Change Models have?
Access - Identity - Rights - Service or Service Groups - Directory Services
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

32. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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
Pattern of Business Activity (PBA)
Action taken to recover after a failed change or release.

33. What are the three types of services?
1) Core Publications 2) Complimentary Guidance
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.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Problem that has a documented root cause and workaround

34. What is the scope of the Transition Planning & Support process?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Includes management of the component lifecycle of every CI (config item)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

35. What processes interfaces with Problem Management?
1) Preferences 2) Past experiences 3) Communications
To provide a single source of information on all operational and ready for production services.
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
Inputs - Outputs - Activities - Measurements - Roles

36. What are the seven steps to improvement?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The result of an activity following a process or the delivery of a service.

37. What are some Service Level Management Activities?
To provide a single source of information on all operational and ready for production services.
The ability to detect events - make sense of them and determine right control action
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management

38. What are the the 4 P's in Service Design?
Business Impact Analysis
- New service - Major change to service - Removal of service - Changes to the SDP itself
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

39. Describe the Service Level Management process.
Business Continuity Management
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Core Publications 2) Complimentary Guidance
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

40. What is the scope of the Service Design phase?
A formal proposal for major changes that involve high cost - risk or org. impact.
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

41. What is ITIL?
A set of best practice publications for IT service management
This is where the customer sees the actual value of the services
It covers: - design - implementation - measurement -management -improvement of service and component availability
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

42. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A set of activities to accomplish an objective.

43. What levels are baselines established at?

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44. What is the configuration baseline?
intangible asset
Set of responsibilities - activities and authorities granted to a person or a team.
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
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.

45. Why is ITIL successful?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Internal Service Provider - Shared Service Unit - External Service Provider
- Vendor neutral - Non prescriptive - Best practice
Configuration Item

46. What is the purpose of Service Catalogue Management?
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.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To provide a single source of information on all operational and ready for production services.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

47. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Action taken to recover after a failed change or release.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A customer requirement for an aspect of an IT service

48. What are the objectives of Continual Service Improvement??
Action taken to recover after a failed change or release.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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

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

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50. Name the characteristics of value
The process that supports the Business Continuity Management process by managing risks that could affect services.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The process to ensure that the level of availability in services needs agrees with the required needs
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features