ITIL

Instructions:

• Answer 50 questions in 15 minutes.
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• 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 objectives of the Transition Planning & Support process?
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...
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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 help plan - implement and maintain stable technical infrastructure to support the org's business processes


2. What does a Release Policy include?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


3. What is a Business Continuity Plan?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Define steps required to restore business process following disruption
Governs the org's approach to Information Security Management
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.


4. What is the scope of the Service Asset & Config Management (SACM) process?
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 Purpose - The functionality of a product or service from a customer's perspective.
Includes management of the component lifecycle of every CI (config item)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


5. What is a Service Pipeline?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
All services under development - growth and Outlook.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


6. What is the scope of the seven steps to improvement?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business


7. What is Remediation Planning?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
To provide a single source of information on all operational and ready for production services.
Action taken to recover after a failed change or release.


8. PBA
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Pattern of Business Activity
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Agreement between an IT service provider and another part of same organization that assists with service provision


9. What are the options of organizational structures of a service desk?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Information Communication Technology
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
- 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


10. Internal Service Provider
A service provider which functions within the business units they server.
It can identify weaknesses or areas of improvements.
Agreement between an IT service provider and another part of same organization that assists with service provision
Service Level Management


11. What is Request for Change (RFC)?
A formal proposal for a change
- 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
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


12. SLM
Ensure assets required to deliver service are controlled and info is available for them
Supplier and Contract Management Information System
Service Level Management
Makes use of knowledge to create value through well-informed decisions


13. What is Utility?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Fit for purpose-the functionality of a product or service to meet a particular need.
Services that provide customer with wanted business outcomes.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


14. What are the 4 levels of service provision expectations?

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15. CAM
Change Advisory Board
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
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


16. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Service Desk - Technical management - IT Operation Management - Application Management
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


17. What is the Known Error Database (KEDB)?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Used to store and manage knowledge - info and data.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
It covers: - design - implementation - measurement -management -improvement of service and component availability


18. What are the four Service Operation functions?
Incidents never become problems. They co-exist
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
It defines performance and the alignment of IT services with the business.


19. What is the purpose of the Design Coordination process?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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...
ensuer goals of service design stage are met with single point of coordination within this stage
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


20. What is the purpose of Request Fulfillment?

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21. What is the purpose of Business Impact Analysis (BISA?
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.
To quantify the impact to the business that loss of service would have
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


22. Resources are _____
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Tangible assets


23. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


24. What is the UC?
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)
- 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
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.
The services themselves - Service management processes - Technology (management of infrastructure) - People


25. What is the scope of Service Operation??
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Set of responsibilities - activities and authorities granted to a person or a team.
The services themselves - Service management processes - Technology (management of infrastructure) - People
Accountable for the delivery of a specific service.


26. What is the scope of Event Management?

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27. What are the Service Strategy processes and functions?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Strategic - Tactical - Operational - Commodity
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


28. How do you prioritize an incident?
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Up to each org to decide which service requests it will handle


29. What are CSF's?
To be accountable for the operational management of the process.
By enhancing the performance of tasks and reducing the effect of constraints.
1. Business Service Catalogue 2. Technical Service Catalogue.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


30. What are the Change Types?
It can identify weaknesses or areas of improvements.
- 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
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


31. SACM
Makes use of knowledge to create value through well-informed decisions
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
A service asset that needs to be managed to deliver a service
Service Asset and Configuration Management


32. What is a Change Proposal?
By enhancing the performance of tasks and reducing the effect of constraints.
A formal proposal for major changes that involve high cost - risk or org. impact.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide a single source of information on all operational and ready for production services.


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

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34. What is an Event?
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...
The process that obtains value for money from suppliers.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


35. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
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
1. Business Service Catalogue 2. Technical Service Catalogue.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


36. What is technical management?
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
Single Point Of Contact
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


37. What are the objectives of Event Management?
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
The basis for value creation including both resources and capabilities
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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


38. What is availability?
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.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
Business Continuity Plan


39. What is governance and what does it do?

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40. What is the purpose of Business Relationship Management??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A structured set of activities designed to accomplish a specific objective.
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.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


41. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
It covers: - design - implementation - measurement -management -improvement of service and component availability
Service Desk - Technical management - IT Operation Management - Application Management
Business Continuity Plan


42. What is the RACI matrix?
A set of best practice publications for IT service management
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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


43. What is a Function?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
A role is defined in a process or function.
A group of people - tools and resources used to carry out a process activity.


44. What are the components of the ITIL framework?
Service Level Agreement
1) Core Publications 2) Complimentary Guidance
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
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.)


45. DML
Definitive Media Library
Addition - modification - removal of anything that could have an effect on IT services
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


46. Detail the Service Owner's repsonsibility.
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 -
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
Strategic - Tactical - Operational - Commodity
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


47. What is Business Value?
Services that provide customer with wanted business outcomes.
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
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
- 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


48. What are Retired Services?
Services that are no longer available.
The result of an activity following a process or the delivery of a service.
IT Service Management
A service asset that needs to be managed to deliver a service


49. What are the Capacity Sun- Processes?
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)
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
Keep it simple - Use multi-level categorization - Use categorization for reporting
The process that supports the Business Continuity Management process by managing risks that could affect services.


50. What is the definition of a Service Review?
Problem that has a documented root cause and workaround
Addition - modification - removal of anything that could have an effect on IT services
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations