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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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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. Describe Time Scales of Incident Management

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2. 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
Configuration Management System
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

3. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Accountable for the delivery of a specific service.

4. What are the objectives of Request Fulfillment?
- 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
Share perspectives - ideas - experience & info to enable informed decisions
A group of people and the tools they use to perform one or more processes or activities.
Inputs - Outputs - Activities - Measurements - Roles

5. What are the objectives of the service desk??
The level to which the service meets a customer's expectation.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Qualitative and Quantitative
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

6. What are the Service Strategy processes and functions?
Emergency Change Advisory Board
Carry out one or more process activities
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

7. What is Service Management?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A service provider which functions within the business units they server.
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

8. What is an incident?
Makes use of knowledge to create value through well-informed decisions
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Define steps required to restore business process following disruption
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

9. What are the ITSCM process activities??
Problem that has a documented root cause and workaround
A structured set of activities designed to accomplish a specific objective.
Pattern of Business Activity
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

10. What are the three types of Service Providers??
1. Business Service Catalogue 2. Technical Service Catalogue.
Internal Service Provider - Shared Service Unit - External Service Provider
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)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

11. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A structured set of activities designed to accomplish a specific objective.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

12. What are the objectives of Problem Management?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Lifecycle wide process and relevant to all lifecycles
A set of responsibilities defined in a process and assigned to a person or team.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

13. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

14. What communication is part of Service Operation?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- New service - Major change to service - Removal of service - Changes to the SDP itself
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

15. What are CSF's?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
- 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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

16. What is a known error?
To provide a balanced view of overall service
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
Problem that has a documented root cause and workaround
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

17. What is the Service Design Package?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Any event which disrupts - or which could disrupt - a service

18. What types of metrics are there and what are they??

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19. What are four Service Level Agreement Frameworks??
Keep it simple - Use multi-level categorization - Use categorization for reporting
Provide overall planning for service transition and coordinate resources required for it
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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

20. What is a Business Case?
Problem that has a documented root cause and workaround
Return on Investment
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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

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

22. What are the 4 P's in Service Design used for?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To provide a balanced view of overall service

23. Name the characteristics of value
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)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Configuration Item
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

24. What are the objectives of the Capacity Management process?
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Emergency Change Advisory Board
- Budgeting - Accounting - Charging (Billing)

25. Volume/Phase 4: Service Operation - What is it?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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.)
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

26. What is an Event?
Business Impact Analysis
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

27. What does a Release Policy include?
Pattern of Business Activity (PBA)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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

28. DML
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Definitive Media Library
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

29. What is the scope of change?
Is a request from a user for info - advice - standard change - or access to an IT service
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 -
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

30. KPI
Key Performance Indicator
Makes use of knowledge to create value through well-informed decisions
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Carry out one or more process activities

31. 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)
A function that reflects the part of business process that is critical to success of business
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Data - Information - Knowledge - Wisdom

32. Technical and Application Management are involved in ___________________

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33. Describe the Design Coordination process.
Functional requirements - SLAs - benefits and design constraints
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The process in which goals and objectives of service design stage are met

34. ECAB
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Strategic - Tactical - Operational - Commodity
Emergency Change Advisory Board
Is a request from a user for info - advice - standard change - or access to an IT service

35. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

36. Detail the Process Owner's responsibilities
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
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- 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

37. What are the Change Types?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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

38. What is the purpose of the IT Service Continuity Management (ITSCM) process?
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.)
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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

39. What are the two types of Service Catalogues?
Speeds up resolution - Concern of data quality
- Vendor neutral - Non prescriptive - Best practice
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
1. Business Service Catalogue 2. Technical Service Catalogue.

40. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Business Impact Analysis
Information Communication Technology

41. What is the scope of the seven steps to improvement?
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.
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
Responsible - Accountable - Consult - Inform
Fit for Purpose - The functionality of a product or service from a customer's perspective.

42. What is a Service?
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.
The basis for value creation including both resources and capabilities
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Align new/changed services with business requirements - Maximize value to the business operations

43. What is the purpose of Availability Management process?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Is responsible for managing applications through their lifecycle
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Emergency Change Advisory Board

44. What is the Business Value of Service Strategy?
It defines performance and the alignment of IT services with the business.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

45. What is the purpose of the Capacity Management process?
- 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
Makes use of knowledge to create value through well-informed decisions
The phase that turns service strategy into a plan for delivering the business outcomes.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

46. SLM
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Single Point Of Contact
Continual Service Improvement
Service Level Management

47. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A set of best practice publications for IT service management
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- 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

48. BIA
Business Continuity Management
Align new/changed services with business requirements - Maximize value to the business operations
Business Impact Analysis
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

49. What is Request for Change (RFC)?
A formal proposal for a change
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
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.)
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

50. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Problem that has a documented root cause and workaround
Inputs - Outputs - Activities - Measurements - Roles