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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. What are the four Service Operation functions?
Agreement between an IT service provider and another part of same organization that assists with service provision
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Return on Investment
Responsible - Accountable - Consult - Inform

2. What is the Definitive Media Library?

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3. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- Release & Deployment - Transition Planning & Support

4. What are the Change Types?
Is a request from a user for info - advice - standard change - or access to an IT service
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of 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

5. ICT
Information Communication Technology
Critical Success Factor
Return on Investment
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

6. RFC
ensuer goals of service design stage are met with single point of coordination within this stage
Request for Change
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
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

7. What is Vital Business Functions?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A function that reflects the part of business process that is critical to success of business
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

8. What is Request for Change (RFC)?
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 formal proposal for a change
A function that reflects the part of business process that is critical to success of business
Provide overall planning for service transition and coordinate resources required for it

9. SLA
Service Level Agreement
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Functional requirements - SLAs - benefits and design constraints
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

10. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Functional requirements - SLAs - benefits and design constraints
Configuration Item

11. How can the impact of risk be measured?
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.
Service Level Management
Qualitative and Quantitative
The implementation and management of IT services that meet the needs of the business.

12. What is a Service Pipeline?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
The process to ensure that the level of availability in services needs agrees with the required needs
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
All services under development - growth and Outlook.

13. What are some Service Level Management Activities?
Supplier and Contract Management Information System
Set of responsibilities - activities and authorities granted to a person or a team.
Pattern 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

14. What is the purpose of Service Portfolio Management?
Pattern of Business Activity
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Known Error Database

15. What is the CSI register?
Similar to incident model - For problems that have an expensive solution
To be accountable for the operational management of the process.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Manage access - Respond to requests for granting access - Oversee access

16. Describe the Information Security Management process.
Data - Information - Knowledge - Wisdom
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
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)
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.

17. What is the purpose of Application Management?
- Release & Deployment - Transition Planning & Support
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
To plan - schedule & control the build - test & deployment of releases
Is responsible for managing applications through their lifecycle

18. What processes does Financial Management include?
Business Impact Analysis
- Budgeting - Accounting - Charging (Billing)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide and maintain a single source of info on all operational and ready to be introduced services

19. What is the business value of Service Operation?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
This is where the customer sees the actual value of the services
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

20. What is the scope of Problem Management?
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 justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

21. What are the objectives of Service Operation?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- 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 based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.

22. What is the configuration baseline?
Inputs - Outputs - Activities - Measurements - Roles
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.
Align new/changed services with business requirements - Maximize value to the business operations
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

23. What is the Service Design Package?
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Fit for purpose-the functionality of a product or service to meet a particular need.
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.

24. How do you prioritize an incident?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
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 document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

25. What is a Capability?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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 ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

26. What is the definition of Service Improvement Plan?
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.
It defines performance and the alignment of IT services with the business.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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.

27. What is the scope of Request Fulfillment?
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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Value of Investment
Up to each org to decide which service requests it will handle

28. What is the UC?
Lifecycle wide process and relevant to all lifecycles
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

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

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30. What are the two views of the Service Catalogue?
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
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.
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
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)

31. Describe the Design Coordination process.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The process in which goals and objectives of service design stage are met

32. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
A service asset that needs to be managed to deliver a service
To control lifecycle of all changes to be made with minimal disruption to services
To provide a balanced view of overall service

33. What is the scope of Incident Management?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Any event which disrupts - or which could disrupt - a service
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

34. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Strategic - Tactical - Operational - Commodity
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 phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

35. What are Retired Services?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.
1) Utility 2) Warranty
Services that are no longer available.

36. OLA
Operation Level Agreement
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It comes from providing context to data - Who? - What? - When? - Where?
- New service - Major change to service - Removal of service - Changes to the SDP itself

37. What is a Process Owner's responsibility?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To plan - schedule & control the build - test & deployment of releases
Information Technology Infrastructure Library
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

38. DML
Application support
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Definitive Media Library

39. What is technical management?
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)
It's he process responsible for managing the lifecycle of all service requests from users
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

40. What are the three Service Design Agreements?

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41. What are the five Service Operation processes?
Assets such as server licenses and software licenses.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The phase that turns service strategy into a plan for delivering the business outcomes.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

42. What is a Business Continuity Plan?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To be accountable for the operational management of the process.
Define steps required to restore business process following disruption
Definitive Media Library

43. What are the objectives of the Service Design phase?
To provide best practice guidance to all types of organizations.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Manage access - Respond to requests for granting access - Oversee access
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

44. How do services facilitate outcomes?
To provide a balanced view of overall service
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
By enhancing the performance of tasks and reducing the effect of constraints.

45. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
To quantify the impact to the business that loss of service would have
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve

46. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Pattern of Business Activity
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Supplier and Contract Management Information System

47. What are the technical management groups?
To provide best practice guidance to all types of organizations.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Return on Investment
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

48. What is a Function?
Service Knowledge Management System
Total Cost of Ownership
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A group of people and the tools they use to perform one or more processes or activities.

49. What is Warranty?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

50. What is Knowledge?
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
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.)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It's he process responsible for managing the lifecycle of all service requests from users