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 is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


2. What is the purpose of Event Management?
The underlying cause of one or more failures
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Change Advisory Board
The ability to detect events - make sense of them and determine right control action


3. What are the three types of services?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


4. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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
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.
Incidents never become problems. They co-exist


5. What are the 4 P's in Service Design used for?
Up to each org to decide which service requests it will handle
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
ensuer goals of service design stage are met with single point of coordination within this stage
To provide a balanced view of overall service


6. What is the relationship between Incidents and Problems?
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
The process that supports the Business Continuity Management process by managing risks that could affect services.
Incidents never become problems. They co-exist


7. Describe the Capacity Management process.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
To be accountable for the operational management of the process.
Governs the org's approach to Information Security Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


8. What is a known error?
Problem that has a documented root cause and workaround
To plan - schedule & control the build - test & deployment of releases
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


9. What is the purpose of Service Catalogue Management?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide a single source of information on all operational and ready for production services.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


10. What is the Known Error Database (KEDB)?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
It can improve utility and warranty of services incresing value.
A formal proposal for major changes that involve high cost - risk or org. impact.


11. What is the scope of Access Management?
Executing the policies in information security management
Speeds up resolution - Concern of data quality
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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.


12. What is the business value of Service Transition?
To plan - schedule & control the build - test & deployment of releases
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Align new/changed services with business requirements - Maximize value to the business operations
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


13. What is a Process?
Underpinning Contract
intangible asset
A structured set of activities designed to accomplish a specific objective.
1) Preferences 2) Past experiences 3) Communications


14. DIKW
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Action taken to recover after a failed change or release.
Data - Information - Knowledge - Wisdom
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.


15. What are the five aspects of Service Design?
Functional requirements - SLAs - benefits and design constraints
Problem that has a documented root cause and workaround
Design - testing - improvements of CI's
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


16. ECAB
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.
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
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
Emergency Change Advisory Board


17. What are three types of events?

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18. What is the purpose of Service Operation?
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
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
Makes use of knowledge to create value through well-informed decisions


19. What is the scope of Event Management?

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20. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Governs the org's approach to Information Security Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


21. What are the objectives of Access Management?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Tp provide the right for users to be able to use a service or group of services
- Manage access - Respond to requests for granting access - Oversee access
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


22. When do you conduct a major problem review?
After closure and it is linked to major incident review
Is a request from a user for info - advice - standard change - or access to an IT service
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


23. SPOC
Design - testing - improvements of CI's
It can improve utility and warranty of services incresing value.
Single Point Of Contact
Lifecycle wide process and relevant to all lifecycles


24. Describe the Availability Management process.
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
The process to ensure that the level of availability in services needs agrees with the required needs
Service Asset and Configuration Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


25. What do Change Models have?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


26. What is the definition of a Service Level Agreement Monitoring Chart?
Access - Identity - Rights - Service or Service Groups - Directory Services
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A role is defined in a process or function.
Agreement between an IT service provider and another part of same organization that assists with service provision


27. What are the components of value?
Underpinning Contract
1) Customer Perception 2) Customer Preference 3) Business Outcomes
By enhancing the performance of tasks and reducing the effect of constraints.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


28. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
Information Communication Technology
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Up to each org to decide which service requests it will handle


29. Why do organizations use ITIL?
Services that provide customer with wanted business outcomes.
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.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.


30. Who are the Key Stakeholders?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Data - Information - Knowledge - Wisdom
Information Technology Infrastructure Library
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


31. What is stored in the Service Knowledge Management System (SKMS)??

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32. What are the seven steps to improvement?
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)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


33. What are examples of Config Items?
Assets such as server licenses and software licenses.
Continual Service Improvement
Speeds up resolution - Concern of data quality
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


34. Volume/Phase 4: Service Operation - What is it?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Vital Business Function
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
All services under development - growth and Outlook.


35. What are the components of IT Operations Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Utility 2) Warranty
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Define steps required to restore business process following disruption


36. What processes does the Change Management process interface with?
Ensure assets required to deliver service are controlled and info is available for them
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


37. What does the service desk do??
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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)
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


38. What are the objectives of Application Management?

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39. What are two kinds of IT Services?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Assets such as server licenses and software licenses.
Total Cost of Ownership
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)


40. What are the objectives of the Capacity Management process?
A customer requirement for an aspect of an IT service
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
Services that are no longer available.
A service provided by an IT service provider made up of a combination of IT - people and processes.


41. What is Change?
Addition - modification - removal of anything that could have an effect on IT services
A set of activities to accomplish an objective.
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
Change Advisory Board


42. What activities support Continual Service Improvement?
- 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
Design - testing - improvements of CI's
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The result of an activity following a process or the delivery of a service.


43. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
The process to ensure that the level of availability in services needs agrees with the required needs
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


44. What are the objectives of technical management?

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45. What should Major Problem Review focus on?
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Service Knowledge Management System
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


46. Describe the Service Catalogue Management process.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Access - Identity - Rights - Service or Service Groups - Directory Services
To provide and maintain a single source of info on all operational and ready to be introduced services


47. What is a Business Case?
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 -
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To be accountable for the operational management of the process.
Fit for Purpose - The functionality of a product or service from a customer's perspective.


48. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A set of discrete facts


49. What are the objectives of Service Transition?
- 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
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The level to which the service meets a customer's expectation.


50. What is a Service?
- 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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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.
Is a request from a user for info - advice - standard change - or access to an IT service