ITIL

Instructions:

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

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

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

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2. What is Remediation Planning?
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
Configuration Item
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.
Action taken to recover after a failed change or release.


3. What is the purpose of Access Management?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Tp provide the right for users to be able to use a service or group of services
Used to store and manage knowledge - info and data.


4. What is the purpose of the Transition Planning & Support process?
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 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.
Align new/changed services with business requirements - Maximize value to the business operations
Provide overall planning for service transition and coordinate resources required for it


5. What processes interfaces with Problem Management?
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.
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
To quantify the impact to the business that loss of service would have
Pattern of Business Activity


6. What levels are baselines established at?

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7. What is the purpose of Business Impact Analysis (BISA?
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 quantify the impact to the business that loss of service would have
Services that are no longer available.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


8. What are the two types of customers?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
This is where the customer sees the actual value of the services
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


9. What is a basline measurement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Service Level Management
By enhancing the performance of tasks and reducing the effect of constraints.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


10. Resources are _____
Tangible assets
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
Operation Level Agreement
The process that obtains value for money from suppliers.


11. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


12. KPI
Key Performance Indicator
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)
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The result of an activity following a process or the delivery of a service.


13. What is the CSI register?
Share perspectives - ideas - experience & info to enable informed decisions
A service provided by an IT service provider made up of a combination of IT - people and processes.
It defines performance and the alignment of IT services with the business.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


14. What is the Known Error Database (KEDB)?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


15. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Pattern of Business Activity (PBA)
Tangible assets
Similar to incident model - For problems that have an expensive solution


16. Who owns an incident?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Functional requirements - SLAs - benefits and design constraints
A customer requirement for an aspect of an IT service
Ownership regardless of escalation remains with the service desk


17. What are the objectives of the seven steps to improvement?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
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.


18. What is Utility?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The result of an activity following a process or the delivery of a service.
1) Quality Service 2) Cost-effective Services
Fit for purpose-the functionality of a product or service to meet a particular need.


19. TCO
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Core Publications 2) Complimentary Guidance
Total Cost of Ownership


20. DIKW
Data - Information - Knowledge - Wisdom
Request for Change
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- 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


21. What is the purpose of IT Operations Management?
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
- Release & Deployment - Transition Planning & Support
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes


22. What are the objectives of the Service Design phase?
To be accountable for the operational management of the process.
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


23. What is availability?
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.
After closure and it is linked to major incident review
Up to each org to decide which service requests it will handle
Tangible assets


24. OLA
Operation Level Agreement
Configuration Management Database
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.
A role is defined in a process or function.


25. What is the purpose of Problem Management?
The level to which the service meets a customer's expectation.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Ownership regardless of escalation remains with the service desk


26. What is an Alert?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Configuration Management System
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.
Is a notification that a threshold has been reached - something has changed - or a failure has occured


27. What two processes is Problem Management made up of?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Change Advisory Board
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)
Assets such as server licenses and software licenses.


28. How can the impact of risk be measured?
Problem that has a documented root cause and workaround
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
To plan - schedule & control the build - test & deployment of releases
Qualitative and Quantitative


29. What are the Capacity Sun- Processes?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Addition - modification - removal of anything that could have an effect on IT services
Service Level Agreement
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)


30. What is the scope of Availability Management process?
Value of Investment
Access - Identity - Rights - Service or Service Groups - Directory Services
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability


31. Where is a role defined?
A role is defined in a process or function.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Is responsible for managing applications through their lifecycle
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.


32. Define Patterns of Business Activity (PBA)?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The ability to detect events - make sense of them and determine right control action
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


33. What processes does Financial Management include?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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
- Budgeting - Accounting - Charging (Billing)
- 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


34. What is the purpose of the supplier management process?
Total Cost of Ownership
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Service Knowledge Management System
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


35. What is the scope of the Release & Deployment Management process?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use


36. What are the objectives of the Change Management Process?

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37. What are the objectives of the Capacity Management process?
Addition - modification - removal of anything that could have an effect on IT services
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
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...


38. What is the purpose of the Knowledge Management process?
Configuration Management System
Total Cost of Ownership
Share perspectives - ideas - experience & info to enable informed decisions
Keep it simple - Use multi-level categorization - Use categorization for reporting


39. What is the Deming Cycle?
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.
To provide best practice guidance to all types of organizations.
It covers: - design - implementation - measurement -management -improvement of service and component availability
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


40. What are the phases of Release & Deployment?
Set of responsibilities - activities and authorities granted to a person or a team.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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


41. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
Similar to incident model - For problems that have an expensive solution
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A structured set of activities designed to accomplish a specific objective.


42. What is a Process?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
A structured set of activities designed to accomplish a specific objective.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Carry out one or more process activities


43. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The phase that turns service strategy into a plan for delivering the business outcomes.
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.


44. What Service Transition processes primarily support the Service Transition phase?
Service Level Agreement
- Release & Deployment - Transition Planning & Support
Services that provide customer with wanted business outcomes.
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.


45. What is the purpose of Request Fulfillment?

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46. What is a Service Pipeline?
Configuration Management System
This is where the customer sees the actual value of the services
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
All services under development - growth and Outlook.


47. Detail the Process Owner's responsibilities
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


48. UC
Underpinning Contract
Provide overall planning for service transition and coordinate resources required for it
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


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

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50. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Assets such as server licenses and software licenses.
Business Impact Analysis
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.