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 scope of Problem Management?
Supplier and Contract Management Information System
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
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


2. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Critical Success Factor
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


3. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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 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
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


4. ITIL
Total Cost of Ownership
Information Technology Infrastructure Library
1) Core Publications 2) Complimentary Guidance
Accountable for the delivery of a specific service.


5. What drives service design?
Functional requirements - SLAs - benefits and design constraints
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Provide overall planning for service transition and coordinate resources required for it


6. What is Value?

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7. What are the objectives of Access Management?
Data - Information - Knowledge - Wisdom
- Manage access - Respond to requests for granting access - Oversee access
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.)
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.


8. What is the scope of Event Management?

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9. 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 -
Similar to incident model - For problems that have an expensive solution
Information Technology Infrastructure Library
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


10. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
IT Service Management
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It takes inputs and turn them into outputs.


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

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12. What is the Service Level Agreement?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


13. What are the the 4 P's in Service Design?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


14. What are two kinds of IT Services?
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.)
Pattern of Business Activity (PBA)
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


15. Facilities Management
- Change Management - Service Asset & Config Management - Knowledge Management
Includes management of the component lifecycle of every CI (config item)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Total Cost of Ownership


16. What are examples of Config Items?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Assets such as server licenses and software licenses.
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)


17. VOI
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.
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
Value of Investment
To quantify the impact to the business that loss of service would have


18. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


19. What are the options of organizational structures of a service desk?
Service Knowledge Management System
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
- Change Management - Service Asset & Config Management - Knowledge Management
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home


20. What are the objectives of Application Management?

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21. TCO
Total Cost of Ownership
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
A function that reflects the part of business process that is critical to success of business
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


22. What is IT Service Management?
Known Error Database
Service Level Agreement
The implementation and management of IT services that meet the needs of the business.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


23. What is Change?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Emergency Change Advisory Board
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Addition - modification - removal of anything that could have an effect on IT services


24. What are the Capacity Sun- Processes?
Business Continuity Management
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
Vital Business Function
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)


25. What is the objective of Service Strategy
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
Strategic - Tactical - Operational - Commodity
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


26. What is the purpose of Application Management?
Qualitative and Quantitative
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.


27. What is the definition of a Service Review?
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 meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


28. What is governance and what does it do?

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29. RFC
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)
A formal proposal for a change
- 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
Request for Change


30. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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 function that reflects the part of business process that is critical to success of business
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


31. What is a Service Portfolio?
1) Preferences 2) Past experiences 3) Communications
A role is defined in a process or function.
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.
Known Error Database


32. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
Information Technology Infrastructure Library
The basis for value creation including both resources and capabilities
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


33. What is the role of technical management?
1. Business Service Catalogue 2. Technical Service Catalogue.
- 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
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.)
Lifecycle wide process and relevant to all lifecycles


34. What is the purpose of the Design Coordination process?
The phase that turns service strategy into a plan for delivering the business outcomes.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
ensuer goals of service design stage are met with single point of coordination within this stage
Services that provide customer with wanted business outcomes.


35. DIKW
Set of responsibilities - activities and authorities granted to a person or a team.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
Data - Information - Knowledge - Wisdom


36. What is the scope of Request Fulfillment?
Ownership regardless of escalation remains with the service desk
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Up to each org to decide which service requests it will handle
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)


37. What are the five Service Operation processes?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Preferences 2) Past experiences 3) Communications
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


38. What is the scope of change?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Incidents never become problems. They co-exist
Change Advisory Board


39. What is the scope of the Service Asset & Config Management (SACM) process?
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 underlying cause of one or more failures
Includes management of the component lifecycle of every CI (config item)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


40. What is the RACI matrix?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
The process in which goals and objectives of service design stage are met
To be accountable for the operational management of the process.


41. SLM
Service Level Management
IT Service Management
- Change Management - Service Asset & Config Management - Knowledge Management
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


42. What is the purpose of ITIL Complementatry Guidance?
Keep it simple - Use multi-level categorization - Use categorization for reporting
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home


43. Describe the IT Service Continuity Management process.
A service asset that needs to be managed to deliver a service
Continual Service Improvement
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The process that supports the Business Continuity Management process by managing risks that could affect services.


44. What are the 4 P's in Service Design used for?
Services that provide customer with wanted business outcomes.
To provide a balanced view of overall service
Application support
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


45. What are KPI's?
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
Data - Information - Knowledge - Wisdom


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

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47. What are the objectives of the seven steps to improvement?
- 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
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
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
Value of Investment


48. What processes interfaces with Problem Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
- 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
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
Operation Level Agreement


49. What is a Service Request?
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Is a request from a user for info - advice - standard change - or access to an IT service
Fit for purpose-the functionality of a product or service to meet a particular need.


50. What are the objectives of Problem Management?
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.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Incident management - Problem management - Event management - Request Fulfillment - Access Management