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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 Business Value of Service Design?
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
1) Quality Service 2) Cost-effective Services
To be accountable for the operational management of the process.

2. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A group of people - tools and resources used to carry out a process activity.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The process in which goals and objectives of service design stage are met

3. How do you categorize an incident?
Tp provide the right for users to be able to use a service or group of services
A customer requirement for an aspect of an IT service
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Keep it simple - Use multi-level categorization - Use categorization for reporting

4. What is Wisdom?
Service Level Management
Makes use of knowledge to create value through well-informed decisions
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

5. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

6. Why is ITIL successful?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- 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
The level to which the service meets a customer's expectation.

7. Define Patterns of Business Activity (PBA)?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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)

8. What is the purpose of the Information Security Management (ISM) process?

9. What characteristics does a process have?
Speeds up resolution - Concern of data quality
- Change Management - Service Asset & Config Management - Knowledge Management
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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

10. What is an incident?
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
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
It's he process responsible for managing the lifecycle of all service requests from users
Application support

11. What is the purpose of Service Transition?
Information Technology Infrastructure Library
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.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

12. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

13. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Business Impact Analysis
Operation Level Agreement
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

14. What are the objectives of the Capacity Management process?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Problem that has a documented root cause and workaround
Up to each org to decide which service requests it will handle
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

15. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
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.
IT Service Management
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

16. What actvities does Business Relationship Management Activities refer to?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

17. What is a Business Continuity Plan?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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.
Define steps required to restore business process following disruption
A service provided by an IT service provider made up of a combination of IT - people and processes.

18. What are the three types of services?
Service Level Management
Critical Success Factor
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

19. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
- 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
Lifecycle wide process and relevant to all lifecycles
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home

20. When do you conduct a major problem review?
A set of responsibilities defined in a process and assigned to a person or team.
- Release & Deployment - Transition Planning & Support
After closure and it is linked to major incident review
1) Preferences 2) Past experiences 3) Communications

21. What is the purpose of Service Catalogue Management?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To provide a single source of information on all operational and ready for production services.
Similar to incident model - For problems that have an expensive solution

22. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Single Point Of Contact

23. What are the 4 P's in Service Design used for?
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
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
1) Preferences 2) Past experiences 3) Communications
To provide a balanced view of overall service

24. What are the five stages of the Service Lifecycle?
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
Provide overall planning for service transition and coordinate resources required for it
After closure and it is linked to major incident review
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

25. What does a process do?
A formal proposal for major changes that involve high cost - risk or org. impact.
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)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
It takes inputs and turn them into outputs.

26. What should an incident model include??
- Budgeting - Accounting - Charging (Billing)
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

27. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Set of responsibilities - activities and authorities granted to a person or a team.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Information Technology Infrastructure Library

28. What is the purpose of Problem Management?
Tangible assets
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Ensure assets required to deliver service are controlled and info is available for them

29. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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
A service asset that needs to be managed to deliver a service
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

30. What is the purpose of Business Relationship Management??
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A structured set of activities designed to accomplish a specific objective.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.

31. How can the impact of risk be measured?
Single Point Of Contact
Qualitative and Quantitative
It can identify weaknesses or areas of improvements.
The services themselves - Service management processes - Technology (management of infrastructure) - People

32. What are the components of the ITIL framework?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Core Publications 2) Complimentary Guidance

33. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Single Point Of Contact
Lifecycle wide process and relevant to all lifecycles

34. What is the Process Manager's responsibility?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A formal proposal for major changes that involve high cost - risk or org. impact.
To be accountable for the operational management of the process.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

35. What does the service desk do??
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To provide a balanced view of overall service

36. What is a problem?
Supplier and Contract Management Information System
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 process to ensure that the level of availability in services needs agrees with the required needs

37. ITSM
IT Service Management
The level to which the service meets a customer's expectation.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To provide a balanced view of overall service

38. What are the objectives of the Service Level Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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) 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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

39. What is Utilitiy?

40. What is the purpose of Access Management?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- New service - Major change to service - Removal of service - Changes to the SDP itself
A group of people - tools and resources used to carry out a process activity.
Tp provide the right for users to be able to use a service or group of services

41. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Service Desk - Technical management - IT Operation Management - Application Management
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

42. VBF
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Vital Business Function
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.

43. DIKW
Provide overall planning for service transition and coordinate resources required for it
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Data - Information - Knowledge - Wisdom
Application support

44. Describe the Service Catalogue Management process.
Any event which disrupts - or which could disrupt - a service
The underlying cause of one or more failures
To provide and maintain a single source of info on all operational and ready to be introduced services
Vital Business Function

45. What is a Service Pipeline?
Design - testing - improvements of CI's
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
All services under development - growth and Outlook.
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.

46. What is the Service Level Agreement?
Request for Change
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.
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.
To plan - schedule & control the build - test & deployment of releases

47. What is Remediation Planning?
Action taken to recover after a failed change or release.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
The result of an activity following a process or the delivery of a service.
IT Service Management

48. UC
Underpinning Contract
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
By enhancing the performance of tasks and reducing the effect of constraints.
Key Performance Indicator

49. What is the Service Design Package?
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

50. What is a Process?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A structured set of activities designed to accomplish a specific objective.
Used to store and manage knowledge - info and data.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages