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 is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation


2. What are the components of value?
- Manage access - Respond to requests for granting access - Oversee access
Lifecycle wide process and relevant to all lifecycles
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes


3. Define Patterns of Business Activity (PBA)?
Up to each org to decide which service requests it will handle
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A function that reflects the part of business process that is critical to success of business
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


4. What are Retired Services?
1) Utility 2) Warranty
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.
Services that are no longer available.
1) Customer Perception 2) Customer Preference 3) Business Outcomes


5. What is the purpose of Change Management?
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.
Assets such as server licenses and software licenses.
To control lifecycle of all changes to be made with minimal disruption to services
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


6. Detail the Service Owner's repsonsibility.
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To provide a single source of information on all operational and ready for production services.


7. What is the objective of Service Strategy
- New service - Major change to service - Removal of service - Changes to the SDP itself
Continual Service Improvement
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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.


8. What is ITIL?
A set of best practice publications for IT service management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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
Service Level Management


9. What are the objectives of Incident Management?
Service Desk - Technical management - IT Operation Management - Application 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 document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


10. KEDB
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Known Error Database
- 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


11. What are the Capacity Sun- Processes?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Align new/changed services with business requirements - Maximize value to the business operations
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)


12. What are the objectives of Request Fulfillment?
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
This is where the customer sees the actual value of the services
Service Level Agreement
- 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


13. What is the Definitive Media Library?

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14. Describe the Service Catalogue Management process.
1) Core Publications 2) Complimentary Guidance
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
To provide and maintain a single source of info on all operational and ready to be introduced services
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages


15. What is an incident?
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
The level to which the service meets a customer's expectation.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Executing the policies in information security management


16. What is Vital Business Functions?
Any event which disrupts - or which could disrupt - a service
It takes inputs and turn them into outputs.
A function that reflects the part of business process that is critical to success of business
A set of activities to accomplish an objective.


17. Detail the Process Owner's responsibilities
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
It can improve utility and warranty of services incresing value.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- 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


18. What are the two primary elements of value?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Vital Business Function
1) Utility 2) Warranty


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

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20. What is the scope of the Service Asset & Config Management (SACM) process?
Access - Identity - Rights - Service or Service Groups - Directory Services
Includes management of the component lifecycle of every CI (config item)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


21. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


22. BIA
Business Impact Analysis
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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.
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


23. What are the options of organizational structures of a service desk?
Tp provide the right for users to be able to use a service or group of services
Ensure assets required to deliver service are controlled and info is available for them
A customer requirement for an aspect of an IT service
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home


24. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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.
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
- 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


25. What is Remediation Planning?
Services that are no longer available.
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
Action taken to recover after a failed change or release.
Configuration Item


26. What is Wisdom?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Makes use of knowledge to create value through well-informed decisions
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.


27. What are the objectives of the Transition Planning & Support process?
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
Speeds up resolution - Concern of data quality
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
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...


28. What does a process do?
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 takes inputs and turn them into outputs.
Assets such as server licenses and software licenses.
Services that provide customer with wanted business outcomes.


29. What is the Capacity Plan?
A structured set of activities designed to accomplish a specific objective.
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Is a notification that a threshold has been reached - something has changed - or a failure has occured


30. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
- 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
Service Level Agreement
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


31. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
- 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
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)


32. What is a Service Pipeline?
Carry out one or more process activities
Change Advisory Board
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
All services under development - growth and Outlook.


33. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A set of activities to accomplish an objective.
It's he process responsible for managing the lifecycle of all service requests from users
A role is defined in a process or function.


34. What is the purpose of Problem Management?
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- New service - Major change to service - Removal of service - Changes to the SDP itself


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

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36. What is Value?

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37. 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
1) Preferences 2) Past experiences 3) Communications
Define steps required to restore business process following disruption
Value of Investment


38. VBF
- Vendor neutral - Non prescriptive - Best practice
Vital Business Function
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


39. What are four Service Level Agreement Frameworks??
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.)
To provide and maintain a single source of info on all operational and ready to be introduced services
Problem that has a documented root cause and workaround
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


40. What is a known error?
Problem that has a documented root cause and workaround
A service provider which functions within the business units they server.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Incident management - Problem management - Event management - Request Fulfillment - Access Management


41. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Application support


42. RACI
Responsible - Accountable - Consult - Inform
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
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.
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.


43. What are the objectives of technical management?

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44. What is the purpose of IT Operations Management?
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.
Agreement between an IT service provider and another part of same organization that assists with service provision
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
Business Continuity Management


45. What are the two types of Service Catalogues?
Underpinning Contract
A service provider which functions within the business units they server.
1. Business Service Catalogue 2. Technical Service Catalogue.
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


46. What is the Service Design phase?
Functional requirements - SLAs - benefits and design constraints
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)
To plan - schedule & control the build - test & deployment of releases
The phase that turns service strategy into a plan for delivering the business outcomes.


47. Volume/Phase 3: Service Transition - What is it?
- Vendor neutral - Non prescriptive - Best practice
It can improve utility and warranty of services incresing value.
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.
By enhancing the performance of tasks and reducing the effect of constraints.


48. What are the supplier categories??
Configuration Management System
Strategic - Tactical - Operational - Commodity
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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


49. What is a Process?
Up to each org to decide which service requests it will handle
A set of activities to accomplish an objective.
Qualitative and Quantitative
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


50. What is a Business Case?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- Vendor neutral - Non prescriptive - Best practice
It takes inputs and turn them into outputs.