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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- 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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

2. What is the configuration baseline?
Includes management of the component lifecycle of every CI (config item)
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
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 ensure that the level of availability delivered in services meets the agreed availability need and service level targets

3. What is Wisdom?
Data - Information - Knowledge - Wisdom
A structured set of activities designed to accomplish a specific objective.
Design - testing - improvements of CI's
Makes use of knowledge to create value through well-informed decisions

4. Who owns an incident?
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Ownership regardless of escalation remains with the service desk
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

5. What actvities does Business Relationship Management Activities refer to?
Addition - modification - removal of anything that could have an effect on IT services
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Value of Investment

6. What is Utility?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Fit for purpose-the functionality of a product or service to meet a particular need.

7. What are the three types of Service Providers??
Services that are no longer available.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Internal Service Provider - Shared Service Unit - External Service Provider
Ensure assets required to deliver service are controlled and info is available for them

8. What is the scope of Continual Service Improvement??
The basis for value creation including both resources and capabilities
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
Design - testing - improvements of CI's
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

9. What is the purpose of ITIL Core Publications?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To provide best practice guidance to all types of organizations.

10. What is a Service?
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)
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
Service Asset and Configuration Management
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.

11. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
Responsible - Accountable - Consult - Inform
- 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
Strategic - Tactical - Operational - Commodity

12. What is the Organization Level Agreement?
It can identify weaknesses or areas of improvements.
Executing the policies in information security management
Agreement between an IT service provider and another part of same organization that assists with service provision
Information Technology Infrastructure Library

13. When do you conduct a major problem review?
After closure and it is linked to major incident review
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Makes use of knowledge to create value through well-informed decisions
Services that are no longer available.

14. ECAB
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 meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Emergency Change Advisory Board
To quantify the impact to the business that loss of service would have

15. What are the the 4 P's in Service Design?
Business Impact Analysis
Service Asset and Configuration Management
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

16. What two processes is Problem Management made up of?
Continual Service Improvement
Up to each org to decide which service requests it will handle
- 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) 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. Detail the Process Owner's responsibilities
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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
- 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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

18. What are the basic concepts of Access Management?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Access - Identity - Rights - Service or Service Groups - Directory Services
Configuration Management Database
Design - testing - improvements of CI's

19. What is the scope of Service Transition?
Operation Level Agreement
Single Point Of Contact
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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

20. CSI
Continual Service Improvement
After closure and it is linked to major incident review
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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

21. What is Change?
Executing the policies in information security management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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
Addition - modification - removal of anything that could have an effect on IT services

22. What does a process do?
It takes inputs and turn them into outputs.
1) Core Publications 2) Complimentary Guidance
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Any event which disrupts - or which could disrupt - a service

23. What are the two views of the Service Catalogue?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Services that are no longer available.
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)
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)

24. What is the purpose of Request Fulfillment?

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

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26. What are the components of IT Operations Management?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

27. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
A set of activities to accomplish an objective.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A set of responsibilities defined in a process and assigned to a person or team.

28. What is the purpose of the Capacity Management process?
1) Preferences 2) Past experiences 3) Communications
Business Continuity Plan
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

29. 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
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.
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

30. What processes does the Change Management process interface with?
- New service - Major change to service - Removal of service - Changes to the SDP itself
The process that obtains value for money from suppliers.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

31. What is the Service Design Package?
Continual Service Improvement
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

32. What is the purpose of the IT Service Continuity Management (ITSCM) process?
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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
- Manage access - Respond to requests for granting access - Oversee access

33. What is a Service Request?
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
Key Performance Indicator
Is a request from a user for info - advice - standard change - or access to an IT service
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

34. CAM
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Change Advisory Board

35. What is the purpose of Problem Management?
A service provided by an IT service provider made up of a combination of IT - people and processes.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

36. What is the scope of change?
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Service Knowledge Management System
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

37. What is the Service Level Agreement?
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Addition - modification - removal of anything that could have an effect on IT services
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

38. Shared Services Unit
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.
Configuration Management System
Action taken to recover after a failed change or release.
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

39. What is the purpose of Access Management?
Definitive Media Library
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
Tp provide the right for users to be able to use a service or group of services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

40. What is the Known Error Database (KEDB)?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

41. Volume/Phase 3: Service Transition - What is it?
It can identify weaknesses or areas of improvements.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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.

42. What is Utilitiy?

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43. OLA
Service Desk - Technical management - IT Operation Management - Application Management
Definitive Media Library
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Operation Level Agreement

44. What is a Service Catalogue?
Agreement between an IT service provider and another part of same organization that assists with service provision
Known Error Database
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
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.

45. What are two availability management activities?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Fit for purpose-the functionality of a product or service to meet a particular need.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

46. What is the Configuration Management System (CMS)?

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47. What is the Business Value of Service Design?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Data - Information - Knowledge - Wisdom
Internal Service Provider - Shared Service Unit - External Service Provider
1) Quality Service 2) Cost-effective Services

48. How do you escalate an incident?
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)
Tangible assets
1. Business Service Catalogue 2. Technical Service Catalogue.
Align new/changed services with business requirements - Maximize value to the business operations

49. What are the objectives of the Service Level Management process?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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
1) Quality Service 2) Cost-effective Services
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements

50. What are the components of value?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A function that reflects the part of business process that is critical to success of business

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