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. SACM
Service Asset and Configuration Management
- 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) 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)
Pattern of Business Activity (PBA)


2. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Business Impact Analysis
It can identify weaknesses or areas of improvements.


3. What is the purpose of IT Operations Management?
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
A service asset that needs to be managed to deliver a service
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


4. What is Remediation Planning?
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.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Action taken to recover after a failed change or release.
A customer requirement for an aspect of an IT service


5. What is the scope of Service Strategy??

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6. What are the objectives of the Service Design phase?
The process that obtains value for money from suppliers.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


7. Facilities Management
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Service Asset and Configuration Management


8. What is the scope of the Service Design phase?
- New service - Major change to service - Removal of service - Changes to the SDP itself
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
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
This is where the customer sees the actual value of the services


9. What are two kinds of IT Services?
IT Service Management
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.


10. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A role is defined in a process or function.
Similar to incident model - For problems that have an expensive solution
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


11. What is the RACI matrix?
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)
Business Continuity Management
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


12. What is the definition of a Service Level Agreement Monitoring Chart?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
1) Core Publications 2) Complimentary Guidance
Access - Identity - Rights - Service or Service Groups - Directory Services
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


13. What are the objectives of the seven steps to improvement?
This is where the customer sees the actual value of the services
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
It covers: - design - implementation - measurement -management -improvement of service and component availability
- New service - Major change to service - Removal of service - Changes to the SDP itself


14. What are the two types of Service Catalogues?
All services under development - growth and Outlook.
The process that obtains value for money from suppliers.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1. Business Service Catalogue 2. Technical Service Catalogue.


15. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Value of Investment
- Capability constraints - Resource constraints - Utility constraints - And more...


16. DIKW
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A function that reflects the part of business process that is critical to success of business
By enhancing the performance of tasks and reducing the effect of constraints.
Data - Information - Knowledge - Wisdom


17. What is a Business Case?
Known Error Database
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


18. What is the Information Security Policy?

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

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20. What is a Problem Model??
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Share perspectives - ideas - experience & info to enable informed decisions
Similar to incident model - For problems that have an expensive solution
Application support


21. What are examples of Config Items?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It defines performance and the alignment of IT services with the business.
Assets such as server licenses and software licenses.


22. What are the objectives of the Service Asset & Config Management (SACM) process??

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23. What is the business value of Continual Service Improvement?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


24. What is Utility?
A structured set of activities designed to accomplish a specific objective.
The ability to detect events - make sense of them and determine right control action
Fit for purpose-the functionality of a product or service to meet a particular need.
By enhancing the performance of tasks and reducing the effect of constraints.


25. What is an Outcome?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The result of an activity following a process or the delivery of a service.
The process that supports the Business Continuity Management process by managing risks that could affect services.


26. What is the configuration baseline?
Configuration Management System
- 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
Change Advisory Board
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.


27. What is the Service Knowledge Management System (SKMS)?
Internal Service Provider - Shared Service Unit - External Service Provider
Used to store and manage knowledge - info and data.
Service Level Agreement
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)


28. BCM
Business Continuity Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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)


29. What is the Snapshot?
Supplier and Contract Management Information System
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A set of best practice publications for IT service management
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.


30. What are the three types of services?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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


31. What is the Organization Level Agreement?
Configuration Item
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Agreement between an IT service provider and another part of same organization that assists with service provision


32. What is the Business Value of Service Design?
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
Functional requirements - SLAs - benefits and design constraints
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Quality Service 2) Cost-effective Services


33. What is the Definitive Media Library?

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34. What are three types of events?

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35. Name the characteristics of value
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- 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 result of an activity following a process or the delivery of a service.


36. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
A set of best practice publications for IT service management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


37. What is the purpose of the even steps to improvement?
A structured set of activities designed to accomplish a specific objective.
Includes management of the component lifecycle of every CI (config item)
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


38. What is the purpose of the Service Asset & Config Management (SACM) process?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Executing the policies in information security management
Ensure assets required to deliver service are controlled and info is available for them
The underlying cause of one or more failures


39. What are the options of organizational structures of a service desk?
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
- 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
Business Impact Analysis
The implementation and management of IT services that meet the needs of the business.


40. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
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.
- Change Management - Service Asset & Config Management - Knowledge Management
1) Preferences 2) Past experiences 3) Communications


41. What is the scope of Event Management?

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42. DML
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
- Vendor neutral - Non prescriptive - Best practice
Definitive Media Library


43. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
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.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Up to each org to decide which service requests it will handle


44. What are the layers of the Configuration Management System (CMS)?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


45. What is the UC?
Provide overall planning for service transition and coordinate resources required for it
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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.
A set of responsibilities defined in a process and assigned to a person or team.


46. What are two availability management activities?
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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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.


47. IT Ops and Application Management are involved in _____________________
Return on Investment
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
Application support
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


48. What is Service Management?
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 prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


49. SCMIS
Single Point Of Contact
intangible asset
Ownership regardless of escalation remains with the service desk
Supplier and Contract Management Information System


50. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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