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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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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 interfacing processes are associated with Incident Management??
Business Continuity Plan
- Capability constraints - Resource constraints - Utility constraints - And more...
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

2. Facilities Management
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)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
By enhancing the performance of tasks and reducing the effect of constraints.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

3. SLM
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- Manage access - Respond to requests for granting access - Oversee access
Service Level Management
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

4. Technical and Application Management are involved in ___________________
To provide best practice guidance to all types of organizations.
Design - testing - improvements of CI's
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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)

5. What is the UC?
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.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
The process in which goals and objectives of service design stage are met
Up to each org to decide which service requests it will handle

6. Volume/Phase 3: Service Transition - What is it?
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 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.
Service Level Management
Incidents never become problems. They co-exist

7. Who should the Information Security Policy be communicated to?
Assets such as server licenses and software licenses.
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
Everyone except for Type III service providers (third parties)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

8. What is a Function?
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)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A group of people - tools and resources used to carry out a process activity.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

9. Volume/Phase 4: Service Operation - What is it?
Problem that has a documented root cause and workaround
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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.

10. What processes interfaces with Problem Management?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Tangible assets
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

11. A workload profile is also referred to as?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Functional requirements - SLAs - benefits and design constraints
Pattern of Business Activity (PBA)
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

12. What is a Change Proposal?
Known Error Database
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A formal proposal for major changes that involve high cost - risk or org. impact.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

13. ECAB
Emergency Change Advisory Board
- 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 prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Set of responsibilities - activities and authorities granted to a person or a team.

14. CI
Service Level Management
The underlying cause of one or more failures
Configuration Item
Incident management - Problem management - Event management - Request Fulfillment - Access Management

15. What is Change Advisory Board (CAB)?
Return on Investment
A set of best practice publications for IT service management
- 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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

16. What is the purpose of the Design Coordination process?
ensuer goals of service design stage are met with single point of coordination within this stage
intangible asset
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Strategic - Tactical - Operational - Commodity

17. What are the objectives of the Knowledge Management process??
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Emergency Change Advisory Board
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
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

18. SCMIS
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Supplier and Contract Management Information System
1) Core Publications 2) Complimentary Guidance

19. What is the scope of Service Strategy??
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Everyone except for Type III service providers (third parties)

20. What drives service design?
By enhancing the performance of tasks and reducing the effect of constraints.
Functional requirements - SLAs - benefits and design constraints
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Key Performance Indicator

21. CSF
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Critical Success Factor
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...

22. What is the purpose of Event Management?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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 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.

23. Describe the Design Coordination process.
The process in which goals and objectives of service design stage are met
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Operation Level Agreement
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

24. What are the supplier categories??
- 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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Strategic - Tactical - Operational - Commodity
A service asset that needs to be managed to deliver a service

25. What is Information?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It comes from providing context to data - Who? - What? - When? - Where?
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.

26. What are the objectives of IT Operations Management?
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
This is where the customer sees the actual value of the services
It can improve utility and warranty of services incresing value.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

27. What are the Incident Management activities??
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 -
Service Level Agreement
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Lifecycle wide process and relevant to all lifecycles

28. What is Warranty?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

29. What is the Service Level Agreement?
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 -
Continual Service Improvement
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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.

30. BIA
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The result of an activity following a process or the delivery of a service.
Business Impact Analysis
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

31. VBF
Strategic - Tactical - Operational - Commodity
Vital Business Function
Tangible assets
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

32. What Service Transition processes primarily support the Service Transition phase?
Keep it simple - Use multi-level categorization - Use categorization for reporting
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Release & Deployment - Transition Planning & Support
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

33. What is the definition of Service Level Requirements?
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.
Lifecycle wide process and relevant to all lifecycles
A customer requirement for an aspect of an IT service
Service Level Management

34. What processes are related to of Service Operation??
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Service Level Management
1) Utility 2) Warranty
Incident management - Problem management - Event management - Request Fulfillment - Access Management

35. ICT
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
To provide best practice guidance to all types of organizations.
Information Communication Technology
A set of responsibilities defined in a process and assigned to a person or team.

36. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Configuration Item
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To plan - schedule & control the build - test & deployment of releases

37. TCO
Set of responsibilities - activities and authorities granted to a person or a team.
Total Cost of Ownership
A set of activities to accomplish an objective.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

38. What is the role of Application Management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- 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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

39. What are the objectives of Incident Management?
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
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- 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

40. What is an Outcome?
- Capability constraints - Resource constraints - Utility constraints - And more...
1) Core Publications 2) Complimentary Guidance
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The result of an activity following a process or the delivery of a service.

41. What is the scope of the Service Level Management process?
- Budgeting - Accounting - Charging (Billing)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
ensuer goals of service design stage are met with single point of coordination within this stage
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

42. What does a Service Strategy define??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
1) Core Publications 2) Complimentary Guidance

43. ITSM
IT Service Management
- 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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

44. What are the objectives of the Capacity Management process?
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
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)
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
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.

45. What is a Config Item (CI)?
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.
Continual Service Improvement
A service asset that needs to be managed to deliver a service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

46. What is the purpose of Service Operation?
- 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
Service Level Agreement
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Data - Information - Knowledge - Wisdom

47. What is a workaround?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To provide best practice guidance to all types of organizations.
1. Business Service Catalogue 2. Technical Service Catalogue.

48. What is the scope of Access Management?
Executing the policies in information security management
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
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)

49. What is the purpose of the IT Service Continuity Management (ITSCM) process?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

50. What are the objectives of the service desk??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Used to store and manage knowledge - info and data.

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