ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Similar to incident model - For problems that have an expensive solution
Total Cost of Ownership
A set of best practice publications for IT service management


2. External Service Provider
Services that are no longer available.
The ability to detect events - make sense of them and determine right control action
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Any event which disrupts - or which could disrupt - a service


3. What is the scope of the Service Design phase?
A set of best practice publications for IT service management
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
It can improve utility and warranty of services incresing value.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


4. What are the three Service Design Agreements?

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5. What is the scope of the Transition Planning & Support process?
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


6. What processes does the Change Management process interface with?
All services under development - growth and Outlook.
Critical Success Factor
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Fit for Purpose - The functionality of a product or service from a customer's perspective.


7. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
A set of responsibilities defined in a process and assigned to a person or team.
To control lifecycle of all changes to be made with minimal disruption to services
Responsible - Accountable - Consult - Inform


8. What is the Snapshot?
The level to which the service meets a customer's expectation.
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.
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


9. What is the purpose of Service Portfolio Management?
Single Point Of Contact
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Action taken to recover after a failed change or release.
Configuration Management System


10. What are Retired Services?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Services that are no longer available.
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.
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


11. What are four Service Level Agreement Frameworks??
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To control lifecycle of all changes to be made with minimal disruption to services
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.


12. What is a major incident?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Customer Perception 2) Customer Preference 3) Business Outcomes
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


13. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
Everyone except for Type III service providers (third parties)
The services themselves - Service management processes - Technology (management of infrastructure) - People
Value of Investment


14. Define Patterns of Business Activity (PBA)?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Used to store and manage knowledge - info and data.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


15. Why do organizations use ITIL?
A service asset that needs to be managed to deliver a service
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.
The underlying cause of one or more failures
Definitive Media Library


16. What is a Role?
Makes use of knowledge to create value through well-informed decisions
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 responsibilities defined in a process and assigned to a person or team.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


17. What is an Outcome?
Key Performance Indicator
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
The result of an activity following a process or the delivery of a service.


18. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Known Error Database
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a


19. ICT
Service Knowledge Management System
Information Communication Technology
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Includes management of the component lifecycle of every CI (config item)


20. What are the objectives of Access 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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Manage access - Respond to requests for granting access - Oversee access


21. What is the purpose of Business Impact Analysis (BISA?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Core Publications 2) Complimentary Guidance
Keep it simple - Use multi-level categorization - Use categorization for reporting
To quantify the impact to the business that loss of service would have


22. What are the objectives of the Service Level Management process?
A formal proposal for a change
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
Emergency Change Advisory Board
The process that supports the Business Continuity Management process by managing risks that could affect services.


23. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
- 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


24. What is an Event?
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


25. CAM
Service Knowledge Management System
A group of people and the tools they use to perform one or more processes or activities.
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.


26. What are the Service Strategy processes and functions?
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
Action taken to recover after a failed change or release.
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


27. What are the objectives of Incident Management?
Pattern of Business Activity
A structured set of activities designed to accomplish a specific objective.
- 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
- 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


28. What is the relationship between Incidents and Problems?
Service Asset and Configuration Management
Includes management of the component lifecycle of every CI (config item)
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Incidents never become problems. They co-exist


29. What are the seven steps to improvement?
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) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


30. CI
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Configuration Item
- Capability constraints - Resource constraints - Utility constraints - And more...
- 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


31. What is the scope of Availability Management process?
Business Continuity Management
Is responsible for managing applications through their lifecycle
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It covers: - design - implementation - measurement -management -improvement of service and component availability


32. What are the components of IT Operations Management?
The process in which goals and objectives of service design stage are met
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Underpinning Contract
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


33. Shared Services Unit
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
The basis for value creation including both resources and capabilities
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Single Point Of Contact


34. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


35. CAB
Change Advisory Board
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.)
Supplier and Contract Management Information System
Configuration Item


36. What topics are covered in Service Strategy?
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
The underlying cause of one or more failures
Configuration Management System
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy


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

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38. What is the business value of Service Transition?
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Align new/changed services with business requirements - Maximize value to the business operations
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -


39. What is ITIL?
A set of best practice publications for IT service management
A formal proposal for major changes that involve high cost - risk or org. impact.
A set of discrete facts
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


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

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41. SLM
Service Level Management
Application support
It can identify weaknesses or areas of improvements.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


42. What is the business value of Continual Service Improvement?
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
A group of people - tools and resources used to carry out a process activity.
- 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
The process that obtains value for money from suppliers.


43. What is the purpose of the even steps to improvement?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


44. What is the Service Owner's responsibility?
Action taken to recover after a failed change or release.
Accountable for the delivery of a specific service.
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
- New service - Major change to service - Removal of service - Changes to the SDP itself


45. What is Utilitiy?

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46. What are the five Service Operation processes?
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
A group of people - tools and resources used to carry out a process activity.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Makes use of knowledge to create value through well-informed decisions


47. What is stored in the Service Knowledge Management System (SKMS)??

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48. Technical and Application Management are involved in ___________________

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49. Describe the Information Security Management process.
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)
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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.
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.


50. What are the supplier categories??
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Return on Investment
Strategic - Tactical - Operational - Commodity
To help plan - implement and maintain stable technical infrastructure to support the org's business processes