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 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
- Change Management - Service Asset & Config Management - Knowledge Management
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
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


2. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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


3. What are the objectives of the Knowledge Management process??
- 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
- 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
1) Quality Service 2) Cost-effective Services
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


4. SACM
Critical Success Factor
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
Service Asset and Configuration Management


5. Detail the Process Manager's responsibilities
Provide overall planning for service transition and coordinate resources required for it
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
The implementation and management of IT services that meet the needs of the business.
- Manage access - Respond to requests for granting access - Oversee access


6. Volume/Phase 3: Service Transition - What is it?
1. Business Service Catalogue 2. Technical Service Catalogue.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.
The result of an activity following a process or the delivery of a service.


7. ITIL
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Information Technology Infrastructure Library
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


8. What are the two types of customers?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Configuration Item
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A set of responsibilities defined in a process and assigned to a person or team.


9. What is a benefit of a RACI matrix?
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
To control lifecycle of all changes to be made with minimal disruption to services
It can identify weaknesses or areas of improvements.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


10. What is a Function?
- Vendor neutral - Non prescriptive - Best practice
1) Core Publications 2) Complimentary Guidance
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.
A group of people - tools and resources used to carry out a process activity.


11. What cycles are associated with budgeting - accounting - charging?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Align new/changed services with business requirements - Maximize value to the business operations
- 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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


12. What is the purpose of the even steps to improvement?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A set of activities to accomplish an objective.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


13. What is the content of a Business Case?
Any event which disrupts - or which could disrupt - a service
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Services that provide customer with wanted business outcomes.
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


14. Name the characteristics of value
A customer requirement for an aspect of an IT service
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


15. What is the purpose of the Knowledge Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- New service - Major change to service - Removal of service - Changes to the SDP itself
Share perspectives - ideas - experience & info to enable informed decisions
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.


16. What is the scope of Incident Management?
The implementation and management of IT services that meet the needs of the business.
- Vendor neutral - Non prescriptive - Best practice
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Any event which disrupts - or which could disrupt - a service


17. What is the scope of Service Strategy??

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18. What are the objectives of Service Operation?
Known Error Database
Fit for purpose-the functionality of a product or service to meet a particular need.
- 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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.


19. What is a Process?
A structured set of activities designed to accomplish a specific objective.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.


20. What are the three Service Design Agreements?

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21. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Any event which disrupts - or which could disrupt - a service
Information Communication Technology
Return on Investment


22. What are the phases of Release & Deployment?
Application support
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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 -
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


23. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- New service - Major change to service - Removal of service - Changes to the SDP itself


24. What is the purpose of Service Operation?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Addition - modification - removal of anything that could have an effect on IT services
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...
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


25. Where is a role defined?
A role is defined in a process or function.
The services themselves - Service management processes - Technology (management of infrastructure) - People
IT Service Management
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.


26. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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.
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom


27. What is the Capacity Plan?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
Single Point Of Contact
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


28. Why is automation of technology and architecture beneficial?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
It can improve utility and warranty of services incresing value.
Key Performance Indicator
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


29. What is the scope of Service Transition?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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
- 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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


30. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Strategic - Tactical - Operational - Commodity


31. Describe the IT Service Continuity Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
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


32. What are the objectives of technical management?

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33. What are the objectives of the Capacity Management process?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act


34. What are the Service Transition processes??
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Service Level Agreement
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


35. What is the Deming Cycle?
To be accountable for the operational management of the process.
By enhancing the performance of tasks and reducing the effect of constraints.
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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


36. Volume/Phase 4: Service Operation - What is it?
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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
- Release & Deployment - Transition Planning & Support
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


37. CSF
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
The level to which the service meets a customer's expectation.
Critical Success Factor
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


38. What are the technical management groups?
It takes inputs and turn them into outputs.
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


39. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)


40. SLA
The process that obtains value for money from suppliers.
The ability to detect events - make sense of them and determine right control action
Service Level Agreement
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


41. What is IT Service Management?
The implementation and management of IT services that meet the needs of the business.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A set of responsibilities defined in a process and assigned to a person or team.
Tp provide the right for users to be able to use a service or group of services


42. What Service Transition processes primarily support the Service Transition phase?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
Internal Service Provider - Shared Service Unit - External Service Provider
- Release & Deployment - Transition Planning & Support


43. What is the definition of Service Level Requirements?
After closure and it is linked to major incident review
Action taken to recover after a failed change or release.
Information Technology Infrastructure Library
A customer requirement for an aspect of an IT service


44. What is the purpose of the Release & Deployment Management process?
Governs the org's approach to Information Security Management
To plan - schedule & control the build - test & deployment of releases
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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.


45. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
- 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
Application support


46. How is risk measured?
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.
To be accountable for the operational management of the process.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


47. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Used to store and manage knowledge - info and data.


48. What is the purpose of Change Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
To control lifecycle of all changes to be made with minimal disruption to services
A service asset that needs to be managed to deliver a service


49. What is the purpose of Service Strategy?

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50. What is the scope of Event Management?

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