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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 should an incident model include??
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
Set of responsibilities - activities and authorities granted to a person or a team.
A function that reflects the part of business process that is critical to success of business
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

2. Facilities Management
Underpinning Contract
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Action taken to recover after a failed change or release.
The process that obtains value for money from suppliers.

3. What are the five Service Operation processes?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Critical Success Factor

4. When do you conduct a major problem review?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
After closure and it is linked to major incident review
Tp provide the right for users to be able to use a service or group of services
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

5. What is the UC?
Lifecycle wide process and relevant to all lifecycles
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.
All services under development - growth and Outlook.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

6. What are examples of Config Items?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.
Service Desk - Technical management - IT Operation Management - Application Management
Assets such as server licenses and software licenses.

7. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A set of discrete facts
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
Services that are no longer available.

8. What is the purpose of Service Transition?
Underpinning Contract
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To be accountable for the operational management of the process.

9. What is a Service Pipeline?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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
All services under development - growth and Outlook.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

10. What is the purpose of the supplier management 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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
After closure and it is linked to major incident review
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

11. What do Change Models have?
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.
Up to each org to decide which service requests it will handle
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)
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

12. How do you categorize an incident?
Assets such as server licenses and software licenses.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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.
Keep it simple - Use multi-level categorization - Use categorization for reporting

13. Shared Services Unit
A set of best practice publications for IT service management
Services that provide customer with wanted business outcomes.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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.

14. What is a Capability?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
- Vendor neutral - Non prescriptive - Best practice
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

15. What is a major incident?
Value of Investment
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- Vendor neutral - Non prescriptive - Best practice
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

16. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Service Knowledge Management System
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
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

17. What interfacing processes are associated with Incident Management??
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

18. When is the Service Design Package created or edited?
Is a request from a user for info - advice - standard change - or access to an IT service
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- New service - Major change to service - Removal of service - Changes to the SDP itself
intangible asset

19. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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

20. External Service Provider
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

21. What is the purpose of the Design Coordination process?
It can improve utility and warranty of services incresing value.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Single Point Of Contact
ensuer goals of service design stage are met with single point of coordination within this stage

22. What characteristics does a process have?
1) Core Publications 2) Complimentary Guidance
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

23. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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.
1) Utility 2) Warranty
Accountable for the delivery of a specific service.

24. What is IT Service 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)
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
Information Technology Infrastructure Library

25. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
Business Continuity Management
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

26. What are the objectives of the seven steps to improvement?
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
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
Everyone except for Type III service providers (third parties)
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.

27. Volume/Phase 4: Service Operation - What is it?
1) Preferences 2) Past experiences 3) Communications
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A service provided by an IT service provider made up of a combination of IT - people and processes.

28. Detail the Service Owner's repsonsibility.
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
Carry out one or more process activities
1. Business Service Catalogue 2. Technical Service Catalogue.
To provide a single source of information on all operational and ready for production services.

29. What are the objectives of Application Management?

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30. What topics are covered in Service Strategy?
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.
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- Manage access - Respond to requests for granting access - Oversee access

31. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Used to store and manage knowledge - info and data.
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
Ownership regardless of escalation remains with the service desk

32. What is the scope of Incident Management?
Supplier and Contract Management Information System
A group of people - tools and resources used to carry out a process activity.
Any event which disrupts - or which could disrupt - a service
1. Business Service Catalogue 2. Technical Service Catalogue.

33. CSF
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- 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
Critical Success Factor

34. TCO
Total Cost of Ownership
Functional requirements - SLAs - benefits and design constraints
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc

35. Detail the Process Manager's responsibilities
Vital Business Function
Used to store and manage knowledge - info and data.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

36. What is the definition of Service Level Requirements?
Governs the org's approach to Information Security Management
Business Continuity Management
A customer requirement for an aspect of an IT service
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

37. CMDB
Services that provide customer with wanted business outcomes.
Configuration Management Database
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A formal proposal for major changes that involve high cost - risk or org. impact.

38. What are Retired Services?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Services that are no longer available.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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 Process Practitioner's responsibility?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Carry out one or more process activities
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

40. Where is a role defined?
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.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A role is defined in a process or function.

41. What two processes is Problem Management made up of?
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)
Makes use of knowledge to create value through well-informed decisions
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

42. RACI
Everyone except for Type III service providers (third parties)
Responsible - Accountable - Consult - Inform
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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)

43. What is Warranty?
A customer requirement for an aspect of an IT service
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

44. ROI
Definitive Media Library
Return on Investment
It covers: - design - implementation - measurement -management -improvement of service and component availability
A group of people - tools and resources used to carry out a process activity.

45. What actvities does Business Relationship Management Activities refer to?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
intangible asset

46. 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...
Access - Identity - Rights - Service or Service Groups - Directory Services
By enhancing the performance of tasks and reducing the effect of constraints.
It defines performance and the alignment of IT services with the business.

47. KPI
Underpinning Contract
Responsible - Accountable - Consult - Inform
Addition - modification - removal of anything that could have an effect on IT services
Key Performance Indicator

48. What is the purpose of Business Relationship Management??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
Used to store and manage knowledge - info and data.

49. DML
To be accountable for the operational management of the process.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Definitive Media Library

50. What is a Service?
To quantify the impact to the business that loss of service would have
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.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
This is where the customer sees the actual value of the services