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 are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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.
Service Asset and Configuration 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


2. What are the seven steps to improvement?
Pattern of Business Activity
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
Ownership regardless of escalation remains with the service desk


3. CAM
- Manage access - Respond to requests for granting access - Oversee access
Change Advisory Board
Value of Investment
The process that supports the Business Continuity Management process by managing risks that could affect services.


4. What is the scope of Service Transition?
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
Speeds up resolution - Concern of data quality
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Makes use of knowledge to create value through well-informed decisions


5. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- 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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages


6. Detail the Process Manager's responsibilities
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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 ability to detect events - make sense of them and determine right control action
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


7. ITSM
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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
IT Service Management
ensuer goals of service design stage are met with single point of coordination within this stage


8. Describe the Availability Management process.
1) Utility 2) Warranty
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
The process to ensure that the level of availability in services needs agrees with the required needs
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


9. SKMS
IT Service Management
Service Knowledge Management System
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
Define steps required to restore business process following disruption


10. ICT
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)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Information Communication Technology
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


11. What are the Change Types?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Change Advisory Board
It can identify weaknesses or areas of improvements.


12. What is a Service Pipeline?
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!
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)
All services under development - growth and Outlook.
The system used to collect and manage Config Items (CI's)


13. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Tangible assets


14. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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 -


15. What is the Business Value of Service Design?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
All services under development - growth and Outlook.


16. What is the Known Error Database (KEDB)?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
A set of activities to accomplish an objective.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Change Advisory Board


17. What is the purpose of ITIL Core Publications?
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
To provide best practice guidance to all types of organizations.
Design - testing - improvements of CI's
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


18. What is a known error?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Request for Change
Problem that has a documented root cause and workaround
The level to which the service meets a customer's expectation.


19. How do you categorize an incident?
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.
Keep it simple - Use multi-level categorization - Use categorization for reporting
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Request for Change


20. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
intangible asset
Everyone except for Type III service providers (third parties)


21. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The process in which goals and objectives of service design stage are met
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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


22. What is the Service Design Package?
- Manage access - Respond to requests for granting access - Oversee access
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


23. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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
To control lifecycle of all changes to be made with minimal disruption to services
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


24. How can the impact of risk be measured?
Qualitative and Quantitative
Design - testing - improvements of CI's
Inputs - Outputs - Activities - Measurements - Roles
A structured set of activities designed to accomplish a specific objective.


25. It's part of the SKMS (service knowledge management system)
1. Business Service Catalogue 2. Technical Service Catalogue.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Speeds up resolution - Concern of data quality
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


26. What levels are baselines established at?

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27. 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.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The level to which the service meets a customer's expectation.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes


28. What is a Resource?
Inputs - Outputs - Activities - Measurements - Roles
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Operation Level Agreement


29. Technical and Application Management are involved in ___________________

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30. What is the definition of Service Level Requirements?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
It's he process responsible for managing the lifecycle of all service requests from users
A customer requirement for an aspect of an IT service


31. What is the definition of a Service Review?
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
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.
The result of an activity following a process or the delivery of a service.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


32. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A group of people and the tools they use to perform one or more processes or activities.
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
Inputs - Outputs - Activities - Measurements - Roles


33. What are the Capacity Sun- Processes?
Information Technology Infrastructure Library
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Change Advisory Board
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)


34. What is Utility?
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
Fit for purpose-the functionality of a product or service to meet a particular need.


35. What actvities does Business Relationship Management Activities refer to?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Keep it simple - Use multi-level categorization - Use categorization for reporting
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Pattern of Business Activity


36. Detail the Service Owner's repsonsibility.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Single Point Of Contact
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.
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a


37. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Data - Information - Knowledge - Wisdom
The ability to detect events - make sense of them and determine right control action
Any event which disrupts - or which could disrupt - a service


38. What is Vital Business Functions?
- 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
The ability to detect events - make sense of them and determine right control action
A function that reflects the part of business process that is critical to success of business
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


39. What does the service desk do??
A group of people and the tools they use to perform one or more processes or activities.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


40. What is the Service Owner's responsibility?
Tp provide the right for users to be able to use a service or group of services
Information Communication Technology
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Accountable for the delivery of a specific service.


41. How is risk measured?
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To control lifecycle of all changes to be made with minimal disruption to services


42. What is the purpose of Request Fulfillment?

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43. What is the CSI approach?

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44. What is the purpose of Service Portfolio Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
It defines performance and the alignment of IT services with the business.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A service asset that needs to be managed to deliver a service


45. What is the configuration baseline?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- New service - Major change to service - Removal of service - Changes to the SDP itself
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.


46. What is the Service Design phase?
Action taken to recover after a failed change or release.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The phase that turns service strategy into a plan for delivering the business outcomes.
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 purpose of Incident Management?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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 basis for value creation including both resources and capabilities
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


48. What are the objectives of Application Management?

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49. What is the scope of Event Management?

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50. Volume/Phase 4: Service Operation - What is it?
- 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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A customer requirement for an aspect of an IT service
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.