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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. CSF
Ensure assets required to deliver service are controlled and info is available for them
Service Level Agreement
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Critical Success Factor

2. What is a Service Portfolio?
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.
The ability to detect events - make sense of them and determine right control action
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

3. What interfacing processes are associated with Incident Management??
It takes inputs and turn them into outputs.
Key Performance Indicator
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Set of responsibilities - activities and authorities granted to a person or a team.

4. What is the scope of Continual Service Improvement??
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
Critical Success Factor
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

5. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
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
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
The implementation and management of IT services that meet the needs of the business.

6. What are two levels of availability?
A customer requirement for an aspect of an IT service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Continual Service Improvement
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

7. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Speeds up resolution - Concern of data quality
Governs the org's approach to Information Security Management
Is a request from a user for info - advice - standard change - or access to an IT service

8. BCM
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Business Continuity Management
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

9. 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.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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
Accountable for the delivery of a specific service.

10. What is the purpose of Event Management?
Makes use of knowledge to create value through well-informed decisions
The ability to detect events - make sense of them and determine right control action
1) Core Publications 2) Complimentary Guidance
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

11. Volume/Phase 4: Service Operation - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Governs the org's approach to Information Security Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Data - Information - Knowledge - Wisdom

12. 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.
It comes from providing context to data - Who? - What? - When? - Where?
Provide overall planning for service transition and coordinate resources required for it
Similar to incident model - For problems that have an expensive solution

13. What are the Capacity Sun- Processes?
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)
Pattern of Business Activity (PBA)
The process that supports the Business Continuity Management process by managing risks that could affect services.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

14. What is the Business Value of Service Strategy?
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
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It defines performance and the alignment of IT services with the business.

15. What is the UC?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
Provide overall planning for service transition and coordinate resources required for it

16. What is the purpose of the even steps to improvement?
Carry out one or more process activities
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
It takes inputs and turn them into outputs.
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

17. What are the three types of services?
Makes use of knowledge to create value through well-informed decisions
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

18. Describe the Availability Management process.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The process to ensure that the level of availability in services needs agrees with the required needs
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
ensuer goals of service design stage are met with single point of coordination within this stage

19. What is the purpose of Problem Management?
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)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A service provider which functions within the business units they server.
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)

20. What does a process do?
Critical Success Factor
It takes inputs and turn them into outputs.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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

21. What are the objectives of IT Operations Management?
Service Level Agreement
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Includes management of the component lifecycle of every CI (config item)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

22. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
To provide and maintain a single source of info on all operational and ready to be introduced services
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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)

23. What is availability?
A customer requirement for an aspect of an IT service
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.
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 -
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

24. What are the design constraints for a service?
Design - testing - improvements of CI's
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 -
Single Point Of Contact
- Capability constraints - Resource constraints - Utility constraints - And more...

25. VOI
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Fit for purpose-the functionality of a product or service to meet a particular need.
Value of Investment
Critical Success Factor

26. SPOC
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Single Point Of Contact

27. SCMIS
Supplier and Contract Management Information System
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
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

28. What is the role of Application Management?
Services that are no longer available.
Application support
- 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
Similar to incident model - For problems that have an expensive solution

29. What does the service desk do??
It can identify weaknesses or areas of improvements.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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

30. What is the purpose of the IT Service Continuity Management (ITSCM) process?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.

31. Who are the Key Stakeholders?
The process in which goals and objectives of service design stage are met
Value of Investment
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Ownership regardless of escalation remains with the service desk

32. What are the five Service Operation processes?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

33. When is the Service Design Package created or edited?
The implementation and management of IT services that meet the needs of the business.
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)
Tangible assets
- New service - Major change to service - Removal of service - Changes to the SDP itself

34. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Key Performance Indicator
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

35. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
Request for Change
Ownership regardless of escalation remains with the service desk
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

36. What are the options of organizational structures of a service desk?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To provide a balanced view of overall service
- 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
Design - testing - improvements of CI's

37. What is the scope of Availability Management process?
- 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
It covers: - design - implementation - measurement -management -improvement of service and component availability
Service Level Agreement
After closure and it is linked to major incident review

38. What is the Organization Level Agreement?
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.
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 another part of same organization that assists with service provision
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

39. What is Utility?
To provide best practice guidance to all types of organizations.
- 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
Emergency Change Advisory Board
Fit for purpose-the functionality of a product or service to meet a particular need.

40. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It can improve utility and warranty of services incresing value.
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

41. RACI
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
Responsible - Accountable - Consult - Inform
It defines performance and the alignment of IT services with the business.
ensuer goals of service design stage are met with single point of coordination within this stage

42. VBF
Carry out one or more process activities
Vital Business Function
Agreement between an IT service provider and another part of same organization that assists with service provision
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

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

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44. TCO
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.
Total Cost of Ownership
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

45. What processes are related to of Service Operation??
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Design - testing - improvements of CI's

46. What is a Role?
Services that are no longer available.
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
Inputs - Outputs - Activities - Measurements - Roles
A set of responsibilities defined in a process and assigned to a person or team.

47. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

48. What is a Capability?
- 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
It's he process responsible for managing the lifecycle of all service requests from users
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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

49. What is the purpose of the Information Security Management (ISM) process?

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50. What is the Service Design phase?
Align new/changed services with business requirements - Maximize value to the business operations
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To quantify the impact to the business that loss of service would have