ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the Configuration Management System (CMS)?

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2. TCO
The result of an activity following a process or the delivery of a service.
Total Cost of Ownership
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) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


3. What is the Service Level Agreement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A service provider which functions within the business units they server.
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 workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


4. What processes are related to of Service Operation??
Emergency Change Advisory Board
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Business Impact Analysis
Incident management - Problem management - Event management - Request Fulfillment - Access Management


5. What does the service desk do??
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Capability constraints - Resource constraints - Utility constraints - And more...
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


6. SCMIS
1) Utility 2) Warranty
Supplier and Contract Management Information System
Application support
A role is defined in a process or function.


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

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8. What is a Service Portfolio?
After closure and it is linked to major incident review
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
Application support


9. What is a Process?
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A set of activities to accomplish an objective.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


10. What are the components of value?
The implementation and management of IT services that meet the needs of the business.
Functional requirements - SLAs - benefits and design constraints
1) Customer Perception 2) Customer Preference 3) Business Outcomes
All services under development - growth and Outlook.


11. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


12. What is a benefit of a RACI matrix?
Tangible assets
This is where the customer sees the actual value of the services
It can identify weaknesses or areas of improvements.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


13. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Functional requirements - SLAs - benefits and design constraints
A function that reflects the part of business process that is critical to success of business
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


14. What is the purpose of Service Transition?
Single Point Of Contact
Is responsible for managing applications through their lifecycle
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Emergency Change Advisory Board


15. What topics are covered in Service Strategy?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy


16. What is the business value of Service Operation?
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.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A set of best practice publications for IT service management
This is where the customer sees the actual value of the services


17. What are the basic concepts of Access Management?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Service Desk - Technical management - IT Operation Management - Application Management
Access - Identity - Rights - Service or Service Groups - Directory Services
Is a notification that a threshold has been reached - something has changed - or a failure has occured


18. What is Emergency Change Advisory Board (ECAB)?
Define steps required to restore business process following disruption
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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


19. A workload profile is also referred to as?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Pattern of Business Activity (PBA)
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Service Desk - Technical management - IT Operation Management - Application Management


20. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
To provide a balanced view of overall service


21. Describe the Capacity Management process.
To provide best practice guidance to all types of organizations.
Business Continuity Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Lifecycle wide process and relevant to all lifecycles


22. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Ownership regardless of escalation remains with the service desk
The phase that turns service strategy into a plan for delivering the business outcomes.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


23. What are the two views of the Service Catalogue?
Business Continuity Management
Design - testing - improvements of CI's
A role is defined in a process or function.
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)


24. What are the objectives of the Service Level Management process?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
Known Error Database


25. What are KPI's?
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)
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.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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


26. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
To provide a single source of information on all operational and ready for production services.
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!


27. How do you escalate an incident?
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)
To quantify the impact to the business that loss of service would have
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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


28. What is a major incident?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To plan - schedule & control the build - test & deployment of releases
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


29. What is a Capability?
Pattern of Business Activity
Includes management of the component lifecycle of every CI (config item)
Executing the policies in information security management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


30. What is the Organization Level Agreement?
The result of an activity following a process or the delivery of a service.
A formal proposal for a change
Executing the policies in information security management
Agreement between an IT service provider and another part of same organization that assists with service provision


31. What is the scope of Incident Management?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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
Any event which disrupts - or which could disrupt - a service
A group of people - tools and resources used to carry out a process activity.


32. What does a process do?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
It takes inputs and turn them into outputs.
Supplier and Contract Management Information System


33. What activities support Continual Service Improvement?
To quantify the impact to the business that loss of service would have
Total Cost of Ownership
- 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
- 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


34. What are the activities associated with Problem Management?
To provide a single source of information on all operational and ready for production services.
A set of discrete facts
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The process in which goals and objectives of service design stage are met


35. What are the objectives of technical management?

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36. What is the definition of a Service Level Agreement Monitoring Chart?
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
1. Business Service Catalogue 2. Technical Service Catalogue.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
After closure and it is linked to major incident review


37. What is the scope of Service Transition?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Functional requirements - SLAs - benefits and design constraints
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


38. What is Utilitiy?

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39. KPI
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
Inputs - Outputs - Activities - Measurements - Roles
Key Performance Indicator
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


40. What are the ISM concepts?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Problem that has a documented root cause and workaround
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
It comes from providing context to data - Who? - What? - When? - Where?


41. What is the configuration baseline?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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.
Configuration Management Database
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


42. What are the phases of the ITIL Service Lifecycle?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Configuration Item
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


43. Volume/Phase 4: Service Operation - What is it?
Sponsor - design change manage process - Define process strategy - Assist in process design - Process documentation is available - Define policies and standards about process - Audit process for compliance - Review process strategy - Communicate proc
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Includes management of the component lifecycle of every CI (config item)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


44. Internal Service Provider
A group of people - tools and resources used to carry out a process activity.
A service provider which functions within the business units they server.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
To provide a balanced view of overall service


45. What is Business Value?
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Services that provide customer with wanted business outcomes.
Ensure assets required to deliver service are controlled and info is available for them
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


46. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A set of best practice publications for IT service management


47. What is Value?

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48. A capability is an _________________
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
intangible asset
Action taken to recover after a failed change or release.


49. Describe Time Scales of Incident Management

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50. What is the purpose of Access Management?
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.
- Release & Deployment - Transition Planning & Support
Tp provide the right for users to be able to use a service or group of services
To quantify the impact to the business that loss of service would have