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 Wisdom?
Includes management of the component lifecycle of every CI (config item)
Makes use of knowledge to create value through well-informed decisions
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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


2. What are the five stages of the Service Lifecycle?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


3. What is the scope of Event Management?

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4. What is the Service Design Package?
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.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The basis for value creation including both resources and capabilities
A service asset that needs to be managed to deliver a service


5. What processes interfaces with Problem Management?
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
By enhancing the performance of tasks and reducing the effect of constraints.
- Budgeting - Accounting - Charging (Billing)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


6. What are the objectives of IT Operations Management?
A structured set of activities designed to accomplish a specific objective.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Functional requirements - SLAs - benefits and design constraints
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)


7. What is the definition of a Service Review?
Operation Level Agreement
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It takes inputs and turn them into outputs.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


8. What are the objectives of the Service Asset & Config Management (SACM) process??

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9. What are the three types of services?
- 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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Critical Success Factor
Continual Service Improvement


10. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The basis for value creation including both resources and capabilities
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Core Publications 2) Complimentary Guidance


11. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
1) Preferences 2) Past experiences 3) Communications
Business Continuity Management


12. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
The services themselves - Service management processes - Technology (management of infrastructure) - People
Is responsible for managing applications through their lifecycle
A group of people - tools and resources used to carry out a process activity.


13. What is a problem?
Return on Investment
A role is defined in a process or function.
The underlying cause of one or more failures
The process in which goals and objectives of service design stage are met


14. What is the purpose of the Release & Deployment Management process?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
To plan - schedule & control the build - test & deployment of releases
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) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


15. What should Major Problem Review focus on?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Underpinning Contract


16. What is a workaround?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- Capability constraints - Resource constraints - Utility constraints - And more...
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Lifecycle wide process and relevant to all lifecycles


17. What is Utilitiy?

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18. What actvities does Business Relationship Management Activities refer to?
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
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)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Information Technology Infrastructure Library


19. What is the purpose of Service Design??
The process in which goals and objectives of service design stage are met
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


20. What is a Capability?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Configuration Item
Service Level Management


21. CSI
Supplier and Contract Management Information System
Ensure assets required to deliver service are controlled and info is available for them
Continual Service Improvement
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.


22. What are the basic concepts of Access 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.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Access - Identity - Rights - Service or Service Groups - Directory Services
Includes management of the component lifecycle of every CI (config item)


23. What are the objectives of Event Management?
Business Continuity Plan
It can improve utility and warranty of services incresing value.
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


24. Describe the IT Service Continuity Management process.
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
The process that supports the Business Continuity Management process by managing risks that could affect services.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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.


25. What are the objectives of the Release & Deployment Management process?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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 -
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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)


26. How do you escalate an incident?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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)
- 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
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


27. What is governance and what does it do?

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28. What are the objectives of Continual Service Improvement??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Business Continuity Plan
Definitive Media Library
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


29. What does the service desk do??
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
It covers: - design - implementation - measurement -management -improvement of service and component availability
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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


30. What are two levels of availability?
Service Asset and Configuration Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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.)
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.


31. What is the Service Knowledge Management System (SKMS)?
Is a request from a user for info - advice - standard change - or access to an IT service
Used to store and manage knowledge - info and data.
Executing the policies in information security management
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


32. What are two kinds of IT Services?
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 quantify the impact to the business that loss of service would have
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


33. What are the objectives of the Capacity Management process?
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)
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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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


34. What is the scope of Service Operation??
Define steps required to restore business process following disruption
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The underlying cause of one or more failures
The services themselves - Service management processes - Technology (management of infrastructure) - People


35. What are the objectives of Availability Management process?
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
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
Define steps required to restore business process following disruption
A service asset that needs to be managed to deliver a service


36. What is a known error?
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Problem that has a documented root cause and workaround
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 -


37. CMS
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Configuration Management System
The basis for value creation including both resources and capabilities
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


38. What are the seven steps to improvement?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Define steps required to restore business process following disruption
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


39. What is the purpose of the Knowledge Management process?
Value of Investment
Single Point Of Contact
Share perspectives - ideas - experience & info to enable informed decisions
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


40. What is the purpose of the supplier management process?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
It defines performance and the alignment of IT services with the business.


41. What is a Service?
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.
To provide best practice guidance to all types of organizations.
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.
A service asset that needs to be managed to deliver a service


42. What are the five Service Operation processes?
A function that reflects the part of business process that is critical to success of business
The basis for value creation including both resources and capabilities
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


43. Who should the Information Security Policy be communicated to?
The level to which the service meets a customer's expectation.
- Change Management - Service Asset & Config Management - Knowledge Management
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Everyone except for Type III service providers (third parties)


44. What is the purpose of the Capacity Management process?
- 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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Carry out one or more process activities


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

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46. IT Ops and Application Management are involved in _____________________
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.
Similar to incident model - For problems that have an expensive solution
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.
Application support


47. What are the components of the ITIL framework?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Core Publications 2) Complimentary Guidance
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.)


48. Volume/Phase 4: Service Operation - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The process that supports the Business Continuity Management process by managing risks that could affect services.
Known Error Database
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


49. ITSM
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
A service provider which functions within the business units they server.
IT Service Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


50. What is the configuration baseline?
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.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service