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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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. Detail the Process Manager's responsibilities
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
This is where the customer sees the actual value of the services

2. What are the objectives of the Change Management Process?

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3. What are the objectives of Incident Management?
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
- 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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It defines performance and the alignment of IT services with the business.

4. What processes interfaces with Problem 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
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
All services under development - growth and Outlook.
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

5. Describe the Availability Management process.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The process to ensure that the level of availability in services needs agrees with the required needs
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

6. What are the components of value?
This is where the customer sees the actual value of the services
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Includes management of the component lifecycle of every CI (config item)
After closure and it is linked to major incident review

7. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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

8. What are the 4 P's in Service Design used for?
Define steps required to restore business process following disruption
To provide a balanced view of overall service
This is where the customer sees the actual value of the services
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

9. What is Information?
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 services themselves - Service management processes - Technology (management of infrastructure) - People
This is where the customer sees the actual value of the services
It comes from providing context to data - Who? - What? - When? - Where?

10. What is technical management?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

11. ITIL
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Information Technology Infrastructure Library
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

12. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

13. What is the Snapshot?
IT Service Management
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.
Includes management of the component lifecycle of every CI (config item)
To quantify the impact to the business that loss of service would have

14. What is a Function?
The result of an activity following a process or the delivery of a service.
A group of people and the tools they use to perform one or more processes or activities.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

15. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Is a request from a user for info - advice - standard change - or access to an IT service
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

16. What are the technical management groups?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
To provide best practice guidance to all types of organizations.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

17. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Critical Success Factor
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Business Continuity Plan

18. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Underpinning Contract
Qualitative and Quantitative
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

19. What is the purpose of Service Strategy?

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20. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

21. Internal Service Provider
A service provider which functions within the business units they server.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To quantify the impact to the business that loss of service would have
- 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

22. What are two levels of availability?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

23. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
It covers: - design - implementation - measurement -management -improvement of service and component availability

24. What is an Event?
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

25. When is the Service Design Package created or edited?
A set of responsibilities defined in a process and assigned to a person or team.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Underpinning Contract
- New service - Major change to service - Removal of service - Changes to the SDP itself

26. What are the options of organizational structures of a service desk?
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 -
- 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
Internal Service Provider - Shared Service Unit - External Service Provider
The result of an activity following a process or the delivery of a service.

27. Describe the Capacity Management process.
Pattern of Business Activity (PBA)
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- New service - Major change to service - Removal of service - Changes to the SDP itself

28. What are the objectives of Access Management?
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- Manage access - Respond to requests for granting access - Oversee access

29. Describe Time Scales of Incident Management

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30. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- New service - Major change to service - Removal of service - Changes to the SDP itself
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

31. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
Value of Investment
Qualitative and Quantitative
- Capability constraints - Resource constraints - Utility constraints - And more...

32. Who are the Key Stakeholders?
After closure and it is linked to major incident review
Qualitative and Quantitative
Pattern of Business Activity (PBA)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

33. What does the service desk do??
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

34. What is Wisdom?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Makes use of knowledge to create value through well-informed decisions

35. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A set of best practice publications for IT service management

36. What is Value?

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37. ROI
Return on Investment
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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
- Manage access - Respond to requests for granting access - Oversee access

38. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
A role is defined in a process or function.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1) Customer Perception 2) Customer Preference 3) Business Outcomes

39. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- 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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A customer requirement for an aspect of an IT service

40. What topics are covered in Service Strategy?
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 document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

41. What is a Service?
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.
Information Technology Infrastructure Library
The implementation and management of IT services that meet the needs of the business.
The basis for value creation including both resources and capabilities

42. What is the configuration baseline?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.
- 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
Access - Identity - Rights - Service or Service Groups - Directory Services

43. Define Patterns of Business Activity (PBA)?
Includes management of the component lifecycle of every CI (config item)
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Qualitative and Quantitative

44. TCO
Total Cost of Ownership
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 group of people and the tools they use to perform one or more processes or activities.
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.

45. Volume/Phase 3: Service Transition - What is it?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To quantify the impact to the business that loss of service would have
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.
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.

46. What communication is part of Service Operation?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

47. What are the three types of services?
Application support
Service Desk - Technical management - IT Operation Management - Application Management
- 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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

48. What are the objectives of the Release & Deployment Management process?
Emergency Change Advisory Board
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Data - Information - Knowledge - Wisdom
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 -

49. What is Service Assets?
Is responsible for managing applications through their lifecycle
The basis for value creation including both resources and capabilities
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

50. What is Remediation Planning?
To provide a single source of information on all operational and ready for production services.
Action taken to recover after a failed change or release.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Business Impact Analysis