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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. SPOC
Single Point Of Contact
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Includes the processes - systems & functions to package - build - test and deploy a release in live use
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

2. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

3. Detail the Process Manager's responsibilities
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A function that reflects the part of business process that is critical to success of business
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

4. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
This is where the customer sees the actual value of the services
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

5. What is the purpose of the even steps to improvement?
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)
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.
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 -
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

6. What is a Business Continuity Plan?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Define steps required to restore business process following disruption
Ensure assets required to deliver service are controlled and info is available for them
Services that provide customer with wanted business outcomes.

7. What is the purpose of Availability Management process?
Fit for purpose-the functionality of a product or service to meet a particular need.
Speeds up resolution - Concern of data quality
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To provide a balanced view of overall service

8. What is the purpose of ITIL Core Publications?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To provide best practice guidance to all types of organizations.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
A service provided by an IT service provider made up of a combination of IT - people and processes.

9. What are the objectives of Problem Management?
Supplier and Contract Management Information System
1) Quality Service 2) Cost-effective Services
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Critical Success Factor

10. SLM
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Service Level Management
Ensure assets required to deliver service are controlled and info is available for them
Emergency Change Advisory Board

11. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
A formal proposal for a change
The process to ensure that the level of availability in services needs agrees with the required needs
The basis for value creation including both resources and capabilities

12. What is risk?
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.
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)
- Manage access - Respond to requests for granting access - Oversee access
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

13. What is an Outcome?
Internal Service Provider - Shared Service Unit - External Service Provider
To control lifecycle of all changes to be made with minimal disruption to services
The services themselves - Service management processes - Technology (management of infrastructure) - People
The result of an activity following a process or the delivery of a service.

14. What is an Alert?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Speeds up resolution - Concern of data quality

15. What is Data?
A set of discrete facts
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)
Define steps required to restore business process following disruption
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

16. What is the purpose of Access Management?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Request for Change
A group of people - tools and resources used to carry out a process activity.
Tp provide the right for users to be able to use a service or group of services

17. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Design - testing - improvements of CI's

18. What is the definition of Service Level Requirements?
It's he process responsible for managing the lifecycle of all service requests from users
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.)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A customer requirement for an aspect of an IT service

19. How is the Service Design Package used?
- Vendor neutral - Non prescriptive - Best practice
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- 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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

20. What is Utilitiy?

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21. What actvities does Business Relationship Management Activities refer to?
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Up to each org to decide which service requests it will handle
- 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

22. What is a Function?
- Budgeting - Accounting - Charging (Billing)
A group of people and the tools they use to perform one or more processes or activities.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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

23. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Preferences 2) Past experiences 3) Communications
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

24. What are the objectives of Application Management?

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25. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The process to ensure that the level of availability in services needs agrees with the required needs

26. Define Patterns of Business Activity (PBA)?
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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

27. What is the Deming Cycle?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

28. What are the four Service Operation functions?
Service Level Management
Provide overall planning for service transition and coordinate resources required for it
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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

29. What are the options of organizational structures of a service desk?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- 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
After closure and it is linked to major incident review
Accountable for the delivery of a specific service.

30. Describe the IT Service Continuity Management process.
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.
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The process that supports the Business Continuity Management process by managing risks that could affect services.

31. IT Ops and Application Management are involved in _____________________
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Application 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.

32. BIA
Business Impact Analysis
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.)
The ability to detect events - make sense of them and determine right control action
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.

33. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
Business Impact Analysis
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Services that provide customer with wanted business outcomes.

34. What is a Process?
A set of activities to accomplish an objective.
- Manage access - Respond to requests for granting access - Oversee access
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
The basis for value creation including both resources and capabilities

35. ECAB
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Tangible assets
It can identify weaknesses or areas of improvements.
Emergency Change Advisory Board

36. What is Change Advisory Board (CAB)?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
It's he process responsible for managing the lifecycle of all service requests from users
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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.

37. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

38. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Service Level Management
A formal proposal for a change

39. What levels are baselines established at?

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40. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.
The services themselves - Service management processes - Technology (management of infrastructure) - People
The level to which the service meets a customer's expectation.

41. What is Request for Change (RFC)?
A formal proposal for a change
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
- Budgeting - Accounting - Charging (Billing)

42. CI
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The process in which goals and objectives of service design stage are met
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Configuration Item

43. What is Utility?
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 -
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Single Point Of Contact
Fit for purpose-the functionality of a product or service to meet a particular need.

44. What is the business value of the service desk?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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 -
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Fit for Purpose - The functionality of a product or service from a customer's perspective.

45. What is the purpose of Change Management?
To be accountable for the operational management of the process.
To control lifecycle of all changes to be made with minimal disruption to services
- 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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

46. What are two kinds of IT Services?
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
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
A formal proposal for a change
Service Knowledge Management System

47. What is the scope of the Capacity Management process?
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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Change Advisory Board
The implementation and management of IT services that meet the needs of the business.

48. What is the Business Value of Service Design?
Vital Business Function
Everyone except for Type III service providers (third parties)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Quality Service 2) Cost-effective Services

49. DIKW
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Align new/changed services with business requirements - Maximize value to the business operations
Data - Information - Knowledge - Wisdom
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)

50. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- Vendor neutral - Non prescriptive - Best practice
A group of people - tools and resources used to carry out a process activity.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.