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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. Describe the Availability Management process.
Qualitative and Quantitative
Data - Information - Knowledge - Wisdom
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The process to ensure that the level of availability in services needs agrees with the required needs

2. What is a Process?
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
A set of activities to accomplish an objective.
The basis for value creation including both resources and capabilities
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

3. What is the purpose of Service Operation?
Single Point Of Contact
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To provide a single source of information on all operational and ready for production services.

4. What is the purpose of Problem Management?
Service Level Agreement
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The implementation and management of IT services that meet the needs of the business.

5. What is the purpose of Business Relationship Management??
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Services that are no longer available.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

6. How is the Service Design Package used?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Executing the policies in information security management

7. What is the scope of Service Transition?
Incidents never become problems. They co-exist
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

8. A capability is an _________________
intangible asset
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Functional requirements - SLAs - benefits and design constraints
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

9. Describe the Service Level Management process.
The system used to collect and manage Config Items (CI's)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

10. What is the business value of Continual Service Improvement?
Service Desk - Technical management - IT Operation Management - Application Management
Business Continuity Management
Incidents never become problems. They co-exist
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

11. What is the scope of the Service Design phase?
To be accountable for the operational management of the process.
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
Information Communication Technology
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.

12. What are three types of events?

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13. What Service Transition processes primarily support the Service Transition phase?
- Release & Deployment - Transition Planning & Support
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Single Point Of Contact
1) Customer Perception 2) Customer Preference 3) Business Outcomes

14. What is a Function?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A structured set of activities designed to accomplish a specific objective.
A group of people and the tools they use to perform one or more processes or activities.
- 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

15. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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
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

16. ICT
Information Communication Technology
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

17. Where is a role defined?
Align new/changed services with business requirements - Maximize value to the business operations
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A role is defined in a process or function.

18. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Business Continuity Management
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

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

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20. What is a major incident?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
intangible asset

21. What are the objectives of the Capacity Management process?
Speeds up resolution - Concern of data quality
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide a balanced view of overall service
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

22. What is an incident?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To provide best practice guidance to all types of organizations.
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
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

23. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
Carry out one or more process activities
A formal proposal for a change
Operation Level Agreement

24. What is the scope of Event Management?

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25. What is the Snapshot?
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.
The process in which goals and objectives of service design stage are met
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

26. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The process to ensure that the level of availability in services needs agrees with the required needs
A set of activities to accomplish an objective.
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

27. Describe the IT Service Continuity Management process.
Total Cost of Ownership
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The process that supports the Business Continuity Management process by managing risks that could affect services.

28. What are two kinds of IT Services?
To plan - schedule & control the build - test & deployment of releases
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.)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Functional requirements - SLAs - benefits and design constraints

29. What is the definition of Service Level Requirements?
The underlying cause of one or more failures
A customer requirement for an aspect of an IT service
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

30. What are the objectives of Access Management?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A group of people - tools and resources used to carry out a process activity.
- Manage access - Respond to requests for granting access - Oversee access
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

31. What is the scope of the seven steps to improvement?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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
Vital Business Function
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

32. Name the characteristics of value
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Functional requirements - SLAs - benefits and design constraints
- 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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

33. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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
Configuration Management System
Tp provide the right for users to be able to use a service or group of services

34. What is an Outcome?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Quality Service 2) Cost-effective Services
The result of an activity following a process or the delivery of a service.

35. What is Utilitiy?

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36. What are CSF's?
Data - Information - Knowledge - Wisdom
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.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.

37. BIA
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
Business Impact Analysis
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Used to store and manage knowledge - info and data.

38. PBA
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Pattern of Business Activity
A service asset that needs to be managed to deliver a service
By enhancing the performance of tasks and reducing the effect of constraints.

39. Who are the Key Stakeholders?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Single Point Of Contact
Includes management of the component lifecycle of every CI (config item)

40. RFC
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Any event which disrupts - or which could disrupt - a service
Request for Change
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

41. What is the UC?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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 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
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.

42. What is the scope of the Service Asset & Config Management (SACM) process?
All services under development - growth and Outlook.
Includes management of the component lifecycle of every CI (config item)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.)

43. What are Change Management Activities?
A set of best practice publications for IT service management
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Lifecycle wide process and relevant to all lifecycles
A service provider which functions within the business units they server.

44. TCO
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Total Cost of Ownership
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

45. What is the purpose of Access Management?
A formal proposal for major changes that involve high cost - risk or org. impact.
Tp provide the right for users to be able to use a service or group of services
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application 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)

46. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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
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
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

47. What is the purpose of the Capacity Management process?
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.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Change Advisory Board
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

48. VBF
The process to ensure that the level of availability in services needs agrees with the required needs
Vital Business Function
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 body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

49. Why is automation of technology and architecture beneficial?
Pattern of Business Activity (PBA)
It can improve utility and warranty of services incresing value.
Action taken to recover after a failed change or release.
- Budgeting - Accounting - Charging (Billing)

50. Facilities Management
ensuer goals of service design stage are met with single point of coordination within this stage
Assets such as server licenses and software licenses.
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.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts