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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 are the phases of the ITIL Service Lifecycle?
A service provider which functions within the business units they server.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Ownership regardless of escalation remains with the service desk

2. CI
The process to ensure that the level of availability in services needs agrees with the required needs
Lifecycle wide process and relevant to all lifecycles
- Release & Deployment - Transition Planning & Support
Configuration Item

3. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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 -
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.
It can identify weaknesses or areas of improvements.

4. What is the purpose of Service Strategy?

5. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Incident management - Problem management - Event management - Request Fulfillment - Access Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

6. OLA
Carry out one or more process activities
Operation Level Agreement
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

7. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
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.
1) Utility 2) Warranty

8. What is a Service Portfolio?
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.
Carry out one or more process activities
Continual Service Improvement
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

9. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
IT Service Management
The level to which the service meets a customer's expectation.

10. Who are the Key Stakeholders?
Services that are no longer available.
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.
The process that supports the Business Continuity Management process by managing risks that could affect services.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

11. What is the Service Owner's responsibility?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Accountable for the delivery of a specific service.
To quantify the impact to the business that loss of service would have
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

12. Resources are _____
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Tangible assets
1. Business Service Catalogue 2. Technical Service Catalogue.
Is a request from a user for info - advice - standard change - or access to an IT service

13. ROI
- Release & Deployment - Transition Planning & Support
- Change Management - Service Asset & Config Management - Knowledge Management
Return on Investment
Is a request from a user for info - advice - standard change - or access to an IT service

14. SKMS
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
Service Knowledge Management System
To provide a single source of information on all operational and ready for production services.
Emergency Change Advisory Board

15. What is a benefit of a RACI matrix?
Governs the org's approach to Information Security Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Services that provide customer with wanted business outcomes.
It can identify weaknesses or areas of improvements.

16. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Budgeting - Accounting - Charging (Billing)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

17. What are the seven steps to improvement?
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
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.
- 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
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

18. KEDB
Known Error Database
Change Advisory Board
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.
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

19. What is the Information Security Policy?

20. What are the objectives of Access Management?
The implementation and management of IT services that meet the needs of the business.
Used to store and manage knowledge - info and data.
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
- Manage access - Respond to requests for granting access - Oversee access

21. What is the scope of Availability Management process?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
It covers: - design - implementation - measurement -management -improvement of service and component availability

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

23. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The basis for value creation including both resources and capabilities
Supplier and Contract Management Information System

24. What are the Change Types?
Ensure assets required to deliver service are controlled and info is available for them
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- 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
Service Desk - Technical management - IT Operation Management - Application Management

25. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Quality Service 2) Cost-effective Services
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.

26. What is the purpose of Business Relationship Management??
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

27. VBF
1) Preferences 2) Past experiences 3) Communications
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- 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
Vital Business Function

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

29. VOI
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
Value of Investment
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
ensuer goals of service design stage are met with single point of coordination within this stage

30. What is the Definitive Media Library?

31. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Budgeting - Accounting - Charging (Billing)

32. What is risk?
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.
To provide best practice guidance to all types of organizations.
Speeds up resolution - Concern of data quality
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

33. SACM
Service Asset and Configuration Management
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A service asset that needs to be managed to deliver a service
Information Technology Infrastructure Library

34. CMDB
The process that obtains value for money from suppliers.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Configuration Management Database
Service Desk - Technical management - IT Operation Management - Application Management

35. What is the purpose of Service Transition?
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
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
- Release & Deployment - Transition Planning & Support
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

36. What are the Service Strategy processes and functions?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Assets such as server licenses and software licenses.
Service Asset and Configuration Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

37. What types of metrics are there and what are they??

38. What is an Alert?
Qualitative and Quantitative
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Service Level Management

39. What influences the expected service?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Assets such as server licenses and software licenses.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1) Preferences 2) Past experiences 3) Communications

40. What is a Service?
By enhancing the performance of tasks and reducing the effect of constraints.
A function that reflects the part of business process that is critical to success of business
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.
Includes management of the component lifecycle of every CI (config item)

41. What is the business value of the service desk?
To provide a balanced view of overall service
1) Preferences 2) Past experiences 3) Communications
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The phase that turns service strategy into a plan for delivering the business outcomes.

42. What is a Business Continuity Plan?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Define steps required to restore business process following disruption
Key Performance Indicator

43. What Service Transition processes support all lifecycle phases?
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.
- Change Management - Service Asset & Config Management - Knowledge Management
Define steps required to restore business process following disruption
Is responsible for managing applications through their lifecycle

44. What are the objectives of Service Transition?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Action taken to recover after a failed change or release.

45. What is IT Service Management?
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The implementation and management of IT services that meet the needs of the business.
Pattern of Business Activity (PBA)

46. Where is a role defined?
intangible asset
Incidents never become problems. They co-exist
A role is defined in a process or function.
Configuration Management Database

47. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
Ownership regardless of escalation remains with the service desk
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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

48. CSF
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Tangible assets
Critical Success Factor
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

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

50. What is Knowledge?
The process to ensure that the level of availability in services needs agrees with the required needs
Speeds up resolution - Concern of data quality
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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