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. 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.
Access - Identity - Rights - Service or Service Groups - Directory Services
Pattern of Business Activity
Lifecycle wide process and relevant to all lifecycles


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

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3. What is the purpose of ITIL Complementatry Guidance?
The underlying cause of one or more failures
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


4. IT Ops and Application Management are involved in _____________________
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Define steps required to restore business process following disruption
Application support
Speeds up resolution - Concern of data quality


5. What is a basline measurement?
Pattern of Business Activity (PBA)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


6. Technical and Application Management are involved in ___________________

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7. What are the two primary elements of value?
A formal proposal for a change
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Utility 2) Warranty
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni


8. What is the Known Error Database (KEDB)?
Data - Information - Knowledge - Wisdom
The system used to collect and manage Config Items (CI's)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


9. Describe the IT Service Continuity Management process.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Configuration Management System
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
The process that supports the Business Continuity Management process by managing risks that could affect services.


10. What is governance and what does it do?

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11. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
It can identify weaknesses or areas of improvements.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Information Communication Technology


12. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
Service Asset and Configuration Management
Continual Service Improvement


13. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Governs the org's approach to Information Security Management
Pattern of Business Activity
It takes inputs and turn them into outputs.


14. What is the scope of the Service Design phase?
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
All services under development - growth and Outlook.
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.
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


15. What are three types of events?

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16. What are the objectives of Event Management?
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Fit for purpose-the functionality of a product or service to meet a particular need.


17. What is a benefit of a RACI matrix?
The services themselves - Service management processes - Technology (management of infrastructure) - People
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It can identify weaknesses or areas of improvements.


18. What are the 4 P's in Service Design used for?
A function that reflects the part of business process that is critical to success of business
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
To provide a balanced view of overall service


19. Who are the Key Stakeholders?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Change Management - Service Asset & Config Management - Knowledge Management
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


20. CSF
- 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
Service Asset and Configuration Management
Critical Success Factor
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve


21. What processes are related to of Service Operation??
It comes from providing context to data - Who? - What? - When? - Where?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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)
After closure and it is linked to major incident review


22. What are four Service Level Agreement Frameworks??
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Strategic - Tactical - Operational - Commodity
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Services that provide customer with wanted business outcomes.


23. What are the phases of Release & Deployment?
Responsible - Accountable - Consult - Inform
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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...


24. What are the objectives of technical management?

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25. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
Data - Information - Knowledge - Wisdom
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


26. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.)
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)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


27. What processes does the Change Management process interface with?
IT Service Management
Action taken to recover after a failed change or release.
Assets such as server licenses and software licenses.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


28. When do you conduct a major problem review?
- 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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
After closure and it is linked to major incident review
A set of activities to accomplish an objective.


29. What are the objectives of the Service Level Management process?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
To plan - schedule & control the build - test & deployment of releases
Application support


30. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
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.
- 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
A service provided by an IT service provider made up of a combination of IT - people and processes.


31. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
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 process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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)


32. DIKW
Used to store and manage knowledge - info and data.
Data - Information - Knowledge - Wisdom
Information Communication Technology
To control lifecycle of all changes to be made with minimal disruption to services


33. What is the purpose of Application Management?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Everyone except for Type III service providers (third parties)
Up to each org to decide which service requests it will handle
Is responsible for managing applications through their lifecycle


34. What is the purpose of Problem Management?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Similar to incident model - For problems that have an expensive solution
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


35. CMDB
Configuration Management Database
The implementation and management of IT services that meet the needs of the business.
Change Advisory Board
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


36. ROI
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
Carry out one or more process activities
A customer requirement for an aspect of an IT service
Return on Investment


37. What is the Service Level Agreement?
1) Preferences 2) Past experiences 3) Communications
To plan - schedule & control the build - test & deployment of releases
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


38. What is a problem?
Supplier and Contract Management Information System
The underlying cause of one or more failures
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.


39. ITIL
Information Technology Infrastructure Library
It can improve utility and warranty of services incresing value.
Business Continuity Management
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


40. Describe Time Scales of Incident Management

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41. What is the CSI approach?

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42. Describe the Service Catalogue Management process.
- 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
To provide and maintain a single source of info on all operational and ready to be introduced services
Configuration Management System
Tp provide the right for users to be able to use a service or group of services


43. What are the objectives of Service Operation?
Includes management of the component lifecycle of every CI (config item)
To provide a single source of information on all operational and ready for production services.
- 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
Service Knowledge Management System


44. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


45. What is the scope of the Release & Deployment Management process?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It can identify weaknesses or areas of improvements.


46. Describe the Availability Management process.
A role is defined in a process or function.
The process to ensure that the level of availability in services needs agrees with the required needs
A set of responsibilities defined in a process and assigned to a person or team.
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve


47. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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.
- 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


48. What is the Process Practitioner's responsibility?
Carry out one or more process activities
The result of an activity following a process or the delivery of a service.
Key Performance Indicator
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


49. What is the Information Security Policy?

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50. What is the purpose of the even steps to improvement?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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