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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 purpose of the Transition Planning & Support process?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
Provide overall planning for service transition and coordinate resources required for it
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

2. What are the three Service Design Agreements?

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3. What are four Service Level Agreement Frameworks??
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to

4. What are the seven steps to improvement?
The implementation and management of IT services that meet the needs of the business.
A service provider which functions within the business units they server.
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 role is defined in a process or function.

5. What are the objectives of the service desk??
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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

6. Who owns an incident?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A set of activities to accomplish an objective.
Ownership regardless of escalation remains with the service desk

7. RFC
Request for Change
Total Cost of Ownership
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

8. 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
- Release & Deployment - Transition Planning & Support
- 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

9. What is Data?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A set of discrete facts
Keep it simple - Use multi-level categorization - Use categorization for reporting
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.

10. What is availability?
Pattern of Business Activity (PBA)
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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.

11. What is the CSI register?
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
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Makes use of knowledge to create value through well-informed decisions
Is a request from a user for info - advice - standard change - or access to an IT service

12. How is risk measured?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

13. What is the purpose of the Design Coordination process?
ensuer goals of service design stage are met with single point of coordination within this stage
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.
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
The process that supports the Business Continuity Management process by managing risks that could affect services.

14. SKMS
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To provide and maintain a single source of info on all operational and ready to be introduced services
Service Knowledge Management System

15. TCO
Total Cost of Ownership
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Design - testing - improvements of CI's
Speeds up resolution - Concern of data quality

16. CMDB
Configuration Management Database
Underpinning Contract
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

17. What is the scope of Problem Management?
Critical Success Factor
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

18. What is the Business Value of Service Strategy?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Single Point Of Contact
It defines performance and the alignment of IT services with the business.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

19. What is the purpose of the Capacity Management process?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To provide a single source of information on all operational and ready for production services.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

20. What is the purpose of the Knowledge Management process?
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.
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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Share perspectives - ideas - experience & info to enable informed decisions

21. How do you escalate an incident?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
A group of people and the tools they use to perform one or more processes or activities.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

22. What is the Process Manager's responsibility?
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)
- Change Management - Service Asset & Config Management - Knowledge Management
To be accountable for the operational management of the process.
ensuer goals of service design stage are met with single point of coordination within this stage

23. How do you prioritize an incident?
Pattern of Business Activity (PBA)
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.
Data - Information - Knowledge - Wisdom
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

24. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The process that supports the Business Continuity Management process by managing risks that could affect services.
Key Performance Indicator
Emergency Change Advisory Board

25. What is the purpose of Event Management?
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The ability to detect events - make sense of them and determine right control action

26. External Service Provider
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
After closure and it is linked to major incident review
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

27. What do Change Models have?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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 refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

28. What is the definition of a Service Level Agreement Monitoring Chart?
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 is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

29. Resources are _____
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
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
Tangible assets
Value of Investment

30. What should Major Problem Review focus on?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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

31. What are the three types of Service Providers??
The ability to detect events - make sense of them and determine right control action
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
Internal Service Provider - Shared Service Unit - External Service Provider
Similar to incident model - For problems that have an expensive solution

32. Why is ITIL successful?
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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- Vendor neutral - Non prescriptive - Best practice
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

33. What is an IT Service?
ensuer goals of service design stage are met with single point of coordination within this stage
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
A service provided by an IT service provider made up of a combination of IT - people and processes.
Critical Success Factor

34. How do you categorize an incident?
- Budgeting - Accounting - Charging (Billing)
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
To provide best practice guidance to all types of organizations.
Keep it simple - Use multi-level categorization - Use categorization for reporting

35. What is a Service Portfolio?
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The phase that turns service strategy into a plan for delivering the business outcomes.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

36. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

37. Detail the Process Owner's responsibilities
A formal proposal for major changes that involve high cost - risk or org. impact.
Key Performance Indicator
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
It can identify weaknesses or areas of improvements.

38. What is the business value of Continual Service Improvement?
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
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
To provide a balanced view of overall service
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

39. What is Vital Business Functions?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A function that reflects the part of business process that is critical to success of business
It comes from providing context to data - Who? - What? - When? - Where?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

40. What is the purpose of the even steps to improvement?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
It's he process responsible for managing the lifecycle of all service requests from users
Business Continuity Plan
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

41. CSI
intangible asset
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Continual Service Improvement

42. What is the Information Security Policy?

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43. What are the five aspects of Service Design?
A service asset that needs to be managed to deliver a service
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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)
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

44. What is the scope of change?
A set of activities to accomplish an objective.
Strategic - Tactical - Operational - Commodity
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
The services themselves - Service management processes - Technology (management of infrastructure) - People

45. What are the Incident Management activities??
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 -
It defines performance and the alignment of IT services with the business.
Incidents never become problems. They co-exist
Information Communication Technology

46. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Quality Service 2) Cost-effective Services
Accountable for the delivery of a specific service.

47. What are the objectives of technical management?

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48. What are the ISM concepts?
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

49. What is the UC?
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.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

50. What are the objectives of Event Management?
Is a request from a user for info - advice - standard change - or access to an IT service
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider