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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 is the scope of the Service Asset & Config Management (SACM) process?
Total Cost of Ownership
Request for Change
Includes management of the component lifecycle of every CI (config item)
A set of activities to accomplish an objective.

2. CSI
Continual Service Improvement
Service Desk - Technical management - IT Operation Management - Application Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
It can improve utility and warranty of services incresing value.

3. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
Data - Information - Knowledge - Wisdom
Services that provide customer with wanted business outcomes.

4. What is the scope of Continual Service Improvement??
Define steps required to restore business process following disruption
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

5. What does a process do?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
It takes inputs and turn them into outputs.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

6. What Service Transition processes support all lifecycle phases?
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
- Change Management - Service Asset & Config Management - Knowledge Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

7. It's part of the SKMS (service knowledge management system)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It can improve utility and warranty of services incresing value.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Speeds up resolution - Concern of data quality

8. What is the purpose of ITIL Complementatry Guidance?
It takes inputs and turn them into outputs.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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
1) Core Publications 2) Complimentary Guidance

9. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
A service provided by an IT service provider made up of a combination of IT - people and processes.
- Vendor neutral - Non prescriptive - Best practice
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

10. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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)

11. Describe the IT Service Continuity Management process.
Makes use of knowledge to create value through well-informed decisions
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Emergency Change Advisory Board
The process that supports the Business Continuity Management process by managing risks that could affect services.

12. What are the two primary elements of value?
1) Utility 2) Warranty
Speeds up resolution - Concern of data quality
A formal proposal for major changes that involve high cost - risk or org. impact.
ensuer goals of service design stage are met with single point of coordination within this stage

13. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Information Communication Technology
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

14. TCO
The ability to detect events - make sense of them and determine right control action
Total Cost of Ownership
Configuration Management System
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

15. What are the objectives of the Capacity Management process?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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.
Functional requirements - SLAs - benefits and design constraints
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. What is the purpose of Continual Service Improvement?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
All services under development - growth and Outlook.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

17. How do services facilitate outcomes?
By enhancing the performance of tasks and reducing the effect of constraints.
Business Continuity Plan
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 new - modified or retired services meet expectations of business as documented in service strategy and service design stages

18. What is IT Service Management?
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The implementation and management of IT services that meet the needs of the business.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

19. What is an incident?
It comes from providing context to data - Who? - What? - When? - Where?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

20. What are the seven steps to improvement?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
Executing the policies in information security management
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

21. What does the service desk do??
The process to ensure that the level of availability in services needs agrees with the required needs
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Total Cost of Ownership
After closure and it is linked to major incident review

22. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

23. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Quality Service 2) Cost-effective Services
Business Continuity Management
Services that provide customer with wanted business outcomes.

24. What is the CSI register?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

25. What is the Process Manager's responsibility?
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 align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Key Performance Indicator
To be accountable for the operational management of the process.

26. When do you conduct a major problem review?
Agreement between an IT service provider and another part of same organization that assists with service provision
After closure and it is linked to major incident review
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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

27. What is the purpose of the Release & Deployment Management process?
A set of activities to accomplish an objective.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To plan - schedule & control the build - test & deployment of releases

28. What are the components of IT Operations Management?
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)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Governs the org's approach to Information Security Management
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.

29. When is the Service Design Package created or edited?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- New service - Major change to service - Removal of service - Changes to the SDP itself
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.
Service Level Management

30. VOI
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Value of Investment
1) Quality Service 2) Cost-effective Services
After closure and it is linked to major incident review

31. Who owns an incident?
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.
Ownership regardless of escalation remains with the service desk
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

32. Shared Services Unit
Definitive Media Library
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Access - Identity - Rights - Service or Service Groups - Directory Services

33. What is the Definitive Media Library?

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34. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
A group of people - tools and resources used to carry out a process activity.
A formal proposal for a change
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 -

35. What is the purpose of Incident Management?
A formal proposal for a change
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

36. What is the Capacity Plan?
Lifecycle wide process and relevant to all lifecycles
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.)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

37. What are the activities associated with Problem Management?
To provide and maintain a single source of info on all operational and ready to be introduced services
Service Level Management
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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

38. What is the purpose of Availability Management process?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Service Knowledge Management System
Any event which disrupts - or which could disrupt - a service

39. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Inputs - Outputs - Activities - Measurements - Roles

40. What cycles are associated with budgeting - accounting - charging?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A formal proposal for a change
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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

41. What is the CSI approach?

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42. What does process definitions describe??
- 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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Inputs - Outputs - Activities - Measurements - Roles
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 -

43. What is the role of technical management?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Is responsible for managing applications through their lifecycle
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
- 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

44. What are the processes related to Service Design?
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
- Manage access - Respond to requests for granting access - Oversee access
To plan - schedule & control the build - test & deployment of releases

45. ITIL
Information Technology Infrastructure Library
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
It takes inputs and turn them into outputs.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

46. What are the objectives of the Service Level Management process?
Agreement between an IT service provider and another part of same organization that assists with service provision
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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

47. Describe Time Scales of Incident Management

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48. What are the objectives of IT Operations Management?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Definitive Media Library
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Is responsible for managing applications through their lifecycle

49. A capability is an _________________
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
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
intangible asset
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!

50. What is the Business Value of Service Strategy?
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
It defines performance and the alignment of IT services with the business.
Share perspectives - ideas - experience & info to enable informed decisions