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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. What are the basic concepts of Access Management?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Access - Identity - Rights - Service or Service Groups - Directory Services
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 Asset and Configuration Management

2. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
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 snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
To be accountable for the operational management of the process.

3. SACM
It's he process responsible for managing the lifecycle of all service requests from users
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Is responsible for managing applications through their lifecycle
Service Asset and Configuration Management

4. What are the ISM concepts?
intangible asset
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- 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
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.

5. What is the role of technical management?
- Change Management - Service Asset & Config Management - Knowledge Management
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
- 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
Define steps required to restore business process following disruption

6. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
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
A function that reflects the part of business process that is critical to success of business
Value of Investment

7. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Problem that has a documented root cause and workaround
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Configuration Item

8. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
Pattern of Business Activity (PBA)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

9. What is a major incident?
Access - Identity - Rights - Service or Service Groups - Directory Services
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
A set of activities to accomplish an objective.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

10. What are the five Service Operation processes?
Configuration Management Database
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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.

11. Detail the Process Owner's responsibilities
Up to each org to decide which service requests it will handle
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
Includes management of the component lifecycle of every CI (config item)
Is responsible for managing applications through their lifecycle

12. What are the activities associated with Problem Management?
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!
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
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.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

13. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Critical Success Factor
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

14. What is Vital Business Functions?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Services that are no longer available.
A function that reflects the part of business process that is critical to success of business

15. RACI
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
Responsible - Accountable - Consult - Inform
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

16. What are the phases of Release & Deployment?
intangible asset
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
This is where the customer sees the actual value of the services

17. What interfacing processes are associated with Incident Management??
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Responsible - Accountable - Consult - Inform
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Includes the processes - systems & functions to package - build - test and deploy a release in live use

18. What are the Service Operation Functions??
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Service Desk - Technical management - IT Operation Management - Application Management
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
Used to store and manage knowledge - info and data.

19. What is the purpose of ITIL Core Publications?
Design - testing - improvements of CI's
To provide best practice guidance to all types of organizations.
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.
Data - Information - Knowledge - Wisdom

20. What is the definition of a Service Review?
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

21. What is the Configuration Management System (CMS)?

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22. What are the five stages of the Service Lifecycle?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Manage access - Respond to requests for granting access - Oversee access
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
It comes from providing context to data - Who? - What? - When? - Where?

23. TCO
To provide and maintain a single source of info on all operational and ready to be introduced services
Total Cost of Ownership
Configuration Management Database
- New service - Major change to service - Removal of service - Changes to the SDP itself

24. What is a Process?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A structured set of activities designed to accomplish a specific objective.
Return on Investment

25. What is risk?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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
Continual Service Improvement
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

26. What are the objectives of Access Management?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
- Manage access - Respond to requests for granting access - Oversee access

27. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
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)
Services that provide customer with wanted business outcomes.
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.

28. What is the scope of Service Operation??
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.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

29. Why is ITIL successful?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Vendor neutral - Non prescriptive - Best practice
To provide a single source of information on all operational and ready for production services.
Total Cost of Ownership

30. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
By enhancing the performance of tasks and reducing the effect of constraints.
Action taken to recover after a failed change or release.

31. Who are the Key Stakeholders?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R

32. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A set of activities to accomplish an objective.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Strategic - Tactical - Operational - Commodity

33. What is Knowledge?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A customer requirement for an aspect of an IT service
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

34. What are the Service Strategy processes and functions?
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A set of discrete facts
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

35. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
A set of discrete facts
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!
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)

36. What are two levels of availability?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A formal proposal for a change
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

37. What is a Service Portfolio?
Internal Service Provider - Shared Service Unit - External Service Provider
A set of discrete facts
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

38. BCP
Configuration Management System
Business Continuity Plan
Includes management of the component lifecycle of every CI (config item)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

39. What is the Organization Level Agreement?
Tp provide the right for users to be able to use a service or group of services
Used to store and manage knowledge - info and data.
Provide overall planning for service transition and coordinate resources required for it
Agreement between an IT service provider and another part of same organization that assists with service provision

40. What is the scope of Event Management?

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41. What is a benefit of a RACI matrix?
- Release & Deployment - Transition Planning & Support
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.
It's he process responsible for managing the lifecycle of all service requests from users
It can identify weaknesses or areas of improvements.

42. What are the objectives of Continual Service Improvement??
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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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
Return on Investment

43. What are the components of IT Operations Management?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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

44. What is the Process Manager's responsibility?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
To be accountable for the operational management of the process.
- 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
Vital Business Function

45. What does a Release Policy include?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A set of responsibilities defined in a process and assigned to a person or team.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

46. What are the objectives of Incident Management?
- 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
A set of responsibilities defined in a process and assigned to a person or team.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

47. Volume/Phase 3: Service Transition - What is it?
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.
This is where the customer sees the actual value of the 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
The process to ensure that the level of availability in services needs agrees with the required needs

48. How is risk measured?
Information Technology Infrastructure Library
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

49. How do services facilitate outcomes?
To be accountable for the operational management of the process.
- 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
Business Continuity Management
By enhancing the performance of tasks and reducing the effect of constraints.

50. What are the three Service Design Agreements?

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