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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. Resources are _____
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Tangible assets

2. Describe the Capacity Management process.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

3. What is Vital Business Functions?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A function that reflects the part of business process that is critical to success of business
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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)

4. When do you conduct a major problem review?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
After closure and it is linked to major incident review

5. KEDB
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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.
Known Error Database

6. What processes are related to of Service Operation??
- Vendor neutral - Non prescriptive - Best practice
Service Knowledge Management System
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Incident management - Problem management - Event management - Request Fulfillment - Access Management

7. What do Change Models have?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- 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

8. What are the objectives of the Knowledge Management process??
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Total Cost of Ownership
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
A service provided by an IT service provider made up of a combination of IT - people and processes.

9. CI
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
Tangible assets
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Configuration Item

10. What are the objectives of the Transition Planning & Support process?
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 formal proposal for a change
Is a request from a user for info - advice - standard change - or access to an IT service
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

11. SKMS
Continual Service Improvement
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.
Service Knowledge Management System
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

12. What is Business Value?
Tp provide the right for users to be able to use a service or group of services
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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.
Services that provide customer with wanted business outcomes.

13. DML
Definitive Media Library
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Up to each org to decide which service requests it will handle

14. What are the objectives of the Service Asset & Config Management (SACM) process??

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15. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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 implementation and management of IT services that meet the needs of the business.

16. RACI
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.
Services that provide customer with wanted business outcomes.
It defines performance and the alignment of IT services with the business.
Responsible - Accountable - Consult - Inform

17. ITSM
Application support
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 Service Management
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

18. What is the purpose of Problem Management?
A formal proposal for a change
Responsible - Accountable - Consult - Inform
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Tangible assets

19. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
A role is defined in a process or function.
- Change Management - Service Asset & Config Management - Knowledge Management

20. What is a Process?
Problem that has a documented root cause and workaround
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A set of activities to accomplish an objective.

21. What is the Service Design Package?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Continual Service Improvement
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
Operation Level Agreement

22. What are the five aspects of Service Design?
A set of best practice publications for IT service management
Inputs - Outputs - Activities - Measurements - Roles
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

23. What is the scope of Continual Service Improvement??
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Share perspectives - ideas - experience & info to enable informed decisions
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
A formal proposal for a change

24. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Qualitative and Quantitative
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
It can improve utility and warranty of services incresing value.

25. What is the scope of Access Management?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Executing the policies in information security management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The services themselves - Service management processes - Technology (management of infrastructure) - People

26. BIA
Data - Information - Knowledge - Wisdom
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
Business Impact Analysis
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.

27. What is the configuration baseline?
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 provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

28. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Includes management of the component lifecycle of every CI (config item)
Service Asset and Configuration Management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

29. CMS
Configuration Management System
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.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Business Continuity Management

30. What is a workaround?
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

31. What is a Role?
The underlying cause of one or more failures
A set of responsibilities defined in a process and assigned to a person or team.
- Vendor neutral - Non prescriptive - Best practice
A set of activities to accomplish an objective.

32. What is the purpose of the supplier management process?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Any event which disrupts - or which could disrupt - a service
Vital Business Function
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

33. What is Service Assets?
The basis for value creation including both resources and capabilities
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Any event which disrupts - or which could disrupt - a service
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

34. What is Value?

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35. What is the scope of Availability Management process?
Known Error Database
It covers: - design - implementation - measurement -management -improvement of service and component availability
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

36. What is Remediation Planning?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Action taken to recover after a failed change or release.
Known Error Database
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

37. How can the impact of risk be measured?
Agreement between an IT service provider and another part of same organization that assists with service provision
A formal proposal for a change
Qualitative and Quantitative
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

38. What is the purpose of Change Management?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
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.
To control lifecycle of all changes to be made with minimal disruption to services

39. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
A formal proposal for major changes that involve high cost - risk or org. impact.
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 service asset that needs to be managed to deliver a service

40. What is a Resource?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Any event which disrupts - or which could disrupt - a service

41. What does the service desk do??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The result of an activity following a process or the delivery of a service.
Addition - modification - removal of anything that could have an effect on IT services

42. CAM
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
Return on Investment
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Change Advisory Board

43. Who should the Information Security Policy be communicated to?
The phase that turns service strategy into a plan for delivering the business outcomes.
Continual Service Improvement
Everyone except for Type III service providers (third parties)
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.

44. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Assets such as server licenses and software licenses.

45. Technical and Application Management are involved in ___________________

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46. How is risk measured?
Service Level Management
Responsible - Accountable - Consult - Inform
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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 are the components of value?
1) Quality Service 2) Cost-effective Services
Addition - modification - removal of anything that could have an effect on IT services
Functional requirements - SLAs - benefits and design constraints
1) Customer Perception 2) Customer Preference 3) Business Outcomes

48. What is a problem?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The underlying cause of one or more failures
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.

49. What is the scope of Service Transition?
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 -
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- 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

50. Describe the Information Security Management process.
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.
1) Quality Service 2) Cost-effective Services
IT Service Management
All services under development - growth and Outlook.