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ITIL

Subjects : certifications, itil, it-skills

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Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the business value of Service Transition?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Information Technology Infrastructure Library
It covers: - design - implementation - measurement -management -improvement of service and component availability
Align new/changed services with business requirements - Maximize value to the business operations

2. What are the objectives of technical management?

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3. What are the objectives of Availability Management process?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
- 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
IT Service Management

4. What is Change Advisory Board (CAB)?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

5. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

6. What Service Transition processes support all lifecycle phases?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Change Management - Service Asset & Config Management - Knowledge Management
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)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

7. What are the objectives of Continual Service Improvement??
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
Assets such as server licenses and software licenses.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of

8. 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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The process to ensure that the level of availability in services needs agrees with the required needs
A function that reflects the part of business process that is critical to success of business

9. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Includes the processes - systems & functions to package - build - test and deploy a release in live use

10. Facilities Management
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

11. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A group of people and the tools they use to perform one or more processes or activities.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

12. What is the scope of Problem Management?
Executing the policies in information security management
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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Set of responsibilities - activities and authorities granted to a person or a team.

13. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The underlying cause of one or more failures
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

14. What is the scope of Incident Management?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Any event which disrupts - or which could disrupt - a service
The implementation and management of IT services that meet the needs of the business.
Responsible - Accountable - Consult - Inform

15. What is the Service Knowledge Management System (SKMS)?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The process that obtains value for money from suppliers.
Used to store and manage knowledge - info and data.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

16. What activities support Continual Service Improvement?
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...
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
- 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
A service provider which functions within the business units they server.

17. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The process in which goals and objectives of service design stage are met
- Vendor neutral - Non prescriptive - Best practice
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

18. SACM
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
The underlying cause of one or more failures
Service Asset and Configuration Management
A set of discrete facts

19. What are the three Service Design Agreements?

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20. What are the objectives of Event Management?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A function that reflects the part of business process that is critical to success of business
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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

21. What are the layers of the Configuration Management System (CMS)?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Define steps required to restore business process following disruption
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

22. What is a Service Pipeline?
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
All services under development - growth and Outlook.
Services that are no longer available.
Operation Level Agreement

23. When is the Service Design Package created or edited?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- New service - Major change to service - Removal of service - Changes to the SDP itself
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

24. When do you conduct a major problem review?
After closure and it is linked to major incident review
Carry out one or more process activities
Return on Investment
Pattern of Business Activity (PBA)

25. What are the Service Operation Functions??
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Executing the policies in information security management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Service Desk - Technical management - IT Operation Management - Application Management

26. What is the purpose of Availability Management process?
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.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A group of people - tools and resources used to carry out a process activity.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

27. BIA
Configuration Management Database
1) Preferences 2) Past experiences 3) Communications
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Business Impact Analysis

28. What is the business value of the service desk?
A function that reflects the part of business process that is critical to success of business
Governs the org's approach to Information Security Management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A set of responsibilities defined in a process and assigned to a person or team.

29. What is a Function?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A group of people and the tools they use to perform one or more processes or activities.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A set of activities to accomplish an objective.

30. What is the Service Level Agreement?
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.
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 provide and maintain a single source of info on all operational and ready to be introduced services
Change Advisory Board

31. What characteristics does a process have?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.
Lifecycle wide process and relevant to all lifecycles
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

32. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Assets such as server licenses and software licenses.
Everyone except for Type III service providers (third parties)
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

33. What is a Service Request?
Governs the org's approach to Information Security Management
Is a request from a user for info - advice - standard change - or access to an IT service
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

34. What is the scope of the Capacity Management process?
To provide a single source of information on all operational and ready for production services.
Vital Business Function
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

35. What is the Information Security Policy?

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36. ROI
Return on Investment
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Business Continuity Plan

37. A workload profile is also referred to as?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
The phase that turns service strategy into a plan for delivering the business outcomes.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Pattern of Business Activity (PBA)

38. What is the UC?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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 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.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

39. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Configuration Management Database
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 define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

40. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To provide a balanced view of overall service

41. What is the Service Design phase?
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
intangible asset
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
The phase that turns service strategy into a plan for delivering the business outcomes.

42. Describe the Supplier Management process.
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The process that obtains value for money from suppliers.
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.

43. What is availability?
Ensure assets required to deliver service are controlled and info is available for them
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.
Data - Information - Knowledge - Wisdom
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

44. TCO
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Total Cost of Ownership

45. What are the 4 P's in Service Design used for?
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
IT Service Management
To provide a balanced view of overall service

46. Describe the Information Security Management process.
Business Continuity Plan
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.
Executing the policies in information security management
A customer requirement for an aspect of an IT service

47. What is the scope of Service Transition?
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
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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

48. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
Ownership regardless of escalation remains with the service desk
Underpinning Contract
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

49. What are the Incident Management activities??
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Internal Service Provider - Shared Service Unit - External Service Provider
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 -
Functional requirements - SLAs - benefits and design constraints

50. What are the five aspects of Service Design?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

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