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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. How do services facilitate outcomes?
A set of best practice publications for IT service management
By enhancing the performance of tasks and reducing the effect of constraints.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Tangible assets

2. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Business Impact Analysis
Provide overall planning for service transition and coordinate resources required for it

3. What is the purpose of Service Portfolio Management?
It defines performance and the alignment of IT services with the business.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Release & Deployment - Transition Planning & Support
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.)

4. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
After closure and it is linked to major incident review
A set of responsibilities defined in a process and assigned to a person or team.
To plan - schedule & control the build - test & deployment of releases

5. What are the objectives of the seven steps to improvement?
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Preferences 2) Past experiences 3) Communications
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

6. What are some Service Level Management Activities?
- 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
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
Services that provide customer with wanted business outcomes.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

7. CMDB
1) Quality Service 2) Cost-effective Services
Configuration Management Database
To be accountable for the operational management of the process.
To provide best practice guidance to all types of organizations.

8. What is the purpose of the Transition Planning & Support process?
To provide best practice guidance to all types of organizations.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Strategic - Tactical - Operational - Commodity
Provide overall planning for service transition and coordinate resources required for it

9. What is the Service Design phase?
Service Level Management
It takes inputs and turn them into outputs.
The phase that turns service strategy into a plan for delivering the business outcomes.
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

10. What is Vital Business Functions?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Core Publications 2) Complimentary Guidance
A function that reflects the part of business process that is critical to success of business
Executing the policies in information security management

11. Resources are _____
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
To provide best practice guidance to all types of organizations.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Tangible assets

12. What are the two primary elements of value?
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) Utility 2) Warranty
A role is defined in a process or function.
Internal Service Provider - Shared Service Unit - External Service Provider

13. What are the components of the ITIL framework?
- New service - Major change to service - Removal of service - Changes to the SDP itself
ensuer goals of service design stage are met with single point of coordination within this stage
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
1) Core Publications 2) Complimentary Guidance

14. What are the objectives of Incident Management?
Critical Success Factor
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
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.
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

15. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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
- 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
Functional requirements - SLAs - benefits and design constraints

16. CSF
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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 be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Critical Success Factor

17. What is Utilitiy?

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18. What does process definitions describe??
IT Service Management
Inputs - Outputs - Activities - Measurements - Roles
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

19. DIKW
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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
Data - Information - Knowledge - Wisdom
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.

20. What should Major Problem Review focus on?
Return on Investment
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

21. SKMS
Service Knowledge Management System
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To plan - schedule & control the build - test & deployment of releases
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

22. What is Change?
Governs the org's approach to Information Security Management
Addition - modification - removal of anything that could have an effect on IT services
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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

23. What are the components of value?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Agreement between an IT service provider and another part of same organization that assists with service provision
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.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

24. What are the ISM concepts?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1) Customer Perception 2) Customer Preference 3) Business Outcomes
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

25. What two processes is Problem Management made up of?
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)
It's he process responsible for managing the lifecycle of all service requests from users
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
- 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

26. What is Service Management?
A set of activities to accomplish an objective.
Continual Service Improvement
Single Point Of Contact
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

27. What is a benefit of a RACI matrix?
Business Continuity Management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It can identify weaknesses or areas of improvements.
To provide best practice guidance to all types of organizations.

28. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Align new/changed services with business requirements - Maximize value to the business operations
To plan - schedule & control the build - test & deployment of releases

29. What is the relationship between Incidents and Problems?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Incidents never become problems. They co-exist
Tangible assets
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.

30. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
Fit for Purpose - The functionality of a product or service from a customer's perspective.
The process that obtains value for money from suppliers.
The process in which goals and objectives of service design stage are met

31. A workload profile is also referred to as?
To provide best practice guidance to all types of organizations.
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.
Pattern of Business Activity (PBA)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

32. VOI
Similar to incident model - For problems that have an expensive solution
Single Point Of Contact
Value of Investment
Continual Service Improvement

33. What is the CSI approach?

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34. What is a Change Proposal?
1. Business Service Catalogue 2. Technical Service Catalogue.
The basis for value creation including both resources and capabilities
A formal proposal for major changes that involve high cost - risk or org. impact.
It defines performance and the alignment of IT services with the business.

35. What is the UC?
1) Quality Service 2) Cost-effective Services
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) Utility 2) Warranty
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

36. Describe the Information Security Management process.
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
To quantify the impact to the business that loss of service would have
A formal proposal for major changes that involve high cost - risk or org. impact.
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of

37. What is a problem?
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
The phase that turns service strategy into a plan for delivering the business outcomes.
The underlying cause of one or more failures

38. CSI
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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Continual Service Improvement

39. What are the objectives of Service Transition?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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
This is where the customer sees the actual value of the services

40. What is a Role?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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.
Similar to incident model - For problems that have an expensive solution
A set of responsibilities defined in a process and assigned to a person or team.

41. What processes interfaces with Problem Management?
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To control lifecycle of all changes to be made with minimal disruption to services
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

42. External Service Provider
Inputs - Outputs - Activities - Measurements - Roles
The process in which goals and objectives of service design stage are met
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Design - testing - improvements of CI's

43. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Business Impact Analysis
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

44. What is Data?
A set of discrete facts
Ownership regardless of escalation remains with the service desk
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)
Strategic - Tactical - Operational - Commodity

45. Name the characteristics of value
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Business Impact Analysis

46. What are the objectives of Continual Service Improvement??
Internal Service Provider - Shared Service Unit - External Service Provider
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
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
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

47. What is the definition of Service Improvement Plan?
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
- Manage access - Respond to requests for granting access - Oversee access
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

48. What is a Function?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
A group of people and the tools they use to perform one or more processes or activities.
Value of Investment
To provide best practice guidance to all types of organizations.

49. What is Change Advisory Board (CAB)?
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 body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Information Communication Technology
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

50. What is a workaround?
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.
Everyone except for Type III service providers (third parties)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To provide a single source of information on all operational and ready for production services.