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 the purpose of Access Management?
Accountable for the delivery of a specific service.
Tp provide the right for users to be able to use a service or group of services
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
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


2. What levels are baselines established at?

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3. What is the scope of the seven steps to improvement?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


4. What are the three types of services?
Up to each org to decide which service requests it will handle
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)


5. What is the content of a Business Case?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Configuration Item


6. Why is automation of technology and architecture beneficial?
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.
- 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
It can improve utility and warranty of services incresing value.
Services that provide customer with wanted business outcomes.


7. Who are the Key Stakeholders?
Executing the policies in information security management
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
A function that reflects the part of business process that is critical to success of business
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


8. What is Service Assets?
Business Impact Analysis
The basis for value creation including both resources and capabilities
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The level to which the service meets a customer's expectation.


9. Describe the Design Coordination process.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The process in which goals and objectives of service design stage are met
Ensure assets required to deliver service are controlled and info is available for them
To quantify the impact to the business that loss of service would have


10. What are examples of Config Items?
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
Assets such as server licenses and software licenses.
A group of people - tools and resources used to carry out a process activity.
Information Communication Technology


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

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12. What is the purpose of the Transition Planning & Support process?
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
It defines performance and the alignment of IT services with the business.
Provide overall planning for service transition and coordinate resources required for it
Value of Investment


13. Describe the Supplier Management process.
A set of best practice publications for IT service management
The process that obtains value for money from suppliers.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
1) Preferences 2) Past experiences 3) Communications


14. What is a Business Continuity Plan?
Everyone except for Type III service providers (third parties)
Define steps required to restore business process following disruption
Fit for Purpose - The functionality of a product or service from a customer's perspective.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


15. What is a Capability?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- 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


16. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
To provide best practice guidance to all types of organizations.
Is a notification that a threshold has been reached - something has changed - or a failure has occured


17. What is the scope of change?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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!
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


18. KEDB
Known Error Database
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Everyone except for Type III service providers (third parties)
Accountable for the delivery of a specific service.


19. What is Wisdom?
To quantify the impact to the business that loss of service would have
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
Makes use of knowledge to create value through well-informed decisions
To control lifecycle of all changes to be made with minimal disruption to services


20. When do you conduct a major problem review?
After closure and it is linked to major incident review
Application support
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
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


21. RACI
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
This is where the customer sees the actual value of the services
Responsible - Accountable - Consult - Inform


22. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Access - Identity - Rights - Service or Service Groups - Directory Services
A service provided by an IT service provider made up of a combination of IT - people and processes.


23. VOI
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
Value of Investment


24. What are the the 4 P's in Service Design?
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Tp provide the right for users to be able to use a service or group of services
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


25. What does the service desk do??
Inputs - Outputs - Activities - Measurements - Roles
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Used to store and manage knowledge - info and data.


26. What is a Service Portfolio?
The process to ensure that the level of availability in services needs agrees with the required needs
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)
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.
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


27. What is Data?
Ownership regardless of escalation remains with the service desk
Change Advisory Board
A set of discrete facts
A structured set of activities designed to accomplish a specific objective.


28. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


29. What is Service Management?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A service provided by an IT service provider made up of a combination of IT - people and processes.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


30. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
It's he process responsible for managing the lifecycle of all service requests from users
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Operation Level Agreement


31. How can the impact of risk be measured?
Qualitative and Quantitative
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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
Align new/changed services with business requirements - Maximize value to the business operations


32. What is the scope of Incident Management?
Information Communication Technology
Service Level Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Any event which disrupts - or which could disrupt - a service


33. What are three types of events?

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34. What is the business value of Service Operation?
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Utility 2) Warranty
This is where the customer sees the actual value of the services


35. What is the CSI approach?

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36. What are Change Management Activities?
Carry out one or more process activities
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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 define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


37. What processes does Financial Management include?
1. Business Service Catalogue 2. Technical Service Catalogue.
A service asset that needs to be managed to deliver a service
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
- Budgeting - Accounting - Charging (Billing)


38. What is the Deming Cycle?
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.
It takes inputs and turn them into outputs.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide and maintain a single source of info on all operational and ready to be introduced services


39. What is a Role?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A set of responsibilities defined in a process and assigned to a person or team.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


40. What is stored in the Service Knowledge Management System (SKMS)??

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41. What is the scope of the Service Asset & Config Management (SACM) process?
Service Knowledge Management System
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Includes management of the component lifecycle of every CI (config item)
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 -


42. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Agreement between an IT service provider and another part of same organization that assists with service provision
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


43. What is an Outcome?
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
The result of an activity following a process or the delivery of a service.
- Vendor neutral - Non prescriptive - Best practice
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab


44. What is Knowledge?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Makes use of knowledge to create value through well-informed decisions
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)


45. What is a Resource?
Return on Investment
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


46. What are the objectives of the Release & Deployment Management process?
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A set of discrete facts


47. What are the Incident Management activities??
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 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
Configuration Management Database
Keep it simple - Use multi-level categorization - Use categorization for reporting


48. What is the purpose of the supplier management process?
Tangible assets
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- 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
The phase that turns service strategy into a plan for delivering the business outcomes.


49. What is Warranty?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A set of responsibilities defined in a process and assigned to a person or team.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


50. What is the scope of Availability Management process?
Definitive Media Library
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
It covers: - design - implementation - measurement -management -improvement of service and component availability