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 purpose of Problem Management?
Problem that has a documented root cause and workaround
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Configuration Management System
1) Preferences 2) Past experiences 3) Communications


2. Describe the IT Service Continuity Management process.
Ensure assets required to deliver service are controlled and info is available for them
The process that supports the Business Continuity Management process by managing risks that could affect services.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
By enhancing the performance of tasks and reducing the effect of constraints.


3. SKMS
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Service Knowledge Management System


4. What are the objectives of the Service Asset & Config Management (SACM) process??

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5. What is the CSI approach?

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6. What is Wisdom?
Key Performance Indicator
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Makes use of knowledge to create value through well-informed decisions
A set of activities to accomplish an objective.


7. What is Utilitiy?

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8. What is the purpose of Application Management?
This is where the customer sees the actual value of the services
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1. Business Service Catalogue 2. Technical Service Catalogue.
Is responsible for managing applications through their lifecycle


9. What is the role of technical management?
A structured set of activities designed to accomplish a specific objective.
- 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
Speeds up resolution - Concern of data quality
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.


10. ICT
- Budgeting - Accounting - Charging (Billing)
Information Communication Technology
- Release & Deployment - Transition Planning & Support
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


11. What is the purpose of the Knowledge Management process?
Tp provide the right for users to be able to use a service or group of services
Includes management of the component lifecycle of every CI (config item)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Share perspectives - ideas - experience & info to enable informed decisions


12. What is governance and what does it do?

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13. What is the Information Security Policy?

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14. What are the objectives of Continual Service Improvement??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


15. Detail the Service Owner's repsonsibility.
A service asset that needs to be managed to deliver a service
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
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
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


16. What is a Process?
A set of activities to accomplish an objective.
Similar to incident model - For problems that have an expensive solution
Keep it simple - Use multi-level categorization - Use categorization for reporting
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.


17. What is the business value of Service Transition?
Change Advisory Board
Underpinning Contract
Align new/changed services with business requirements - Maximize value to the business operations
A service provider which functions within the business units they server.


18. What are Retired Services?
Services that are no longer available.
- New service - Major change to service - Removal of service - Changes to the SDP itself
Makes use of knowledge to create value through well-informed decisions
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


19. What is the Known Error Database (KEDB)?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Share perspectives - ideas - experience & info to enable informed decisions
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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


20. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
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.
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
Total Cost of Ownership


21. What are the two primary elements of value?
1) Preferences 2) Past experiences 3) Communications
All services under development - growth and Outlook.
1) Utility 2) Warranty
Executing the policies in information security management


22. What are the three types of Service Providers??
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Internal Service Provider - Shared Service Unit - External Service Provider
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


23. CAM
1) Utility 2) Warranty
Lifecycle wide process and relevant to all lifecycles
Total Cost of Ownership
Change Advisory Board


24. What is the purpose of IT Operations Management?
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
Internal Service Provider - Shared Service Unit - External Service Provider
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
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.


25. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
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...
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.
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service


26. CSF
Critical Success Factor
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Single Point Of Contact
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


27. What does the service desk do??
Data - Information - Knowledge - Wisdom
Tangible assets
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


28. What actvities does Business Relationship Management Activities refer to?
Accountable for the delivery of a specific service.
Is a request from a user for info - advice - standard change - or access to an IT service
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


29. What are the three types of services?
Provide overall planning for service transition and coordinate resources required for it
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.


30. What processes does the Change Management process interface with?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Used to store and manage knowledge - info and data.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
1) Core Publications 2) Complimentary Guidance


31. What are the objectives of Request Fulfillment?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1) Core Publications 2) Complimentary Guidance
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


32. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A service provided by an IT service provider made up of a combination of IT - people and processes.


33. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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


34. What is Business Value?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Services that provide customer with wanted business outcomes.
Service Knowledge Management System
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


35. How do you categorize an incident?
Align new/changed services with business requirements - Maximize value to the business operations
Keep it simple - Use multi-level categorization - Use categorization for reporting
Everyone except for Type III service providers (third parties)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


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

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37. What is the Business Value of Service Strategy?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Qualitative and Quantitative
Used to store and manage knowledge - info and data.
It defines performance and the alignment of IT services with the business.


38. What is the purpose of the even steps to improvement?
To quantify the impact to the business that loss of service would have
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.


39. What is Change?
Information Communication Technology
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
Addition - modification - removal of anything that could have an effect on IT services


40. ITSM
Carry out one or more process activities
A set of responsibilities defined in a process and assigned to a person or team.
IT Service Management
Definitive Media Library


41. What are Change Management Activities?
The system used to collect and manage Config Items (CI's)
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 point of reference for continual improvement. Used as a starting point to measure effect of a service improvement 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


42. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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.
It defines performance and the alignment of IT services with the business.


43. What are the Service Transition processes??
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Inputs - Outputs - Activities - Measurements - Roles


44. What are the objectives of Event Management?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Pattern of Business Activity
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
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


45. What are some Service Level Management Activities?
ensuer goals of service design stage are met with single point of coordination within this stage
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
The system used to collect and manage Config Items (CI's)
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


46. What are the design constraints for a service?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- Capability constraints - Resource constraints - Utility constraints - And more...
A function that reflects the part of business process that is critical to success of business
- Change Management - Service Asset & Config Management - Knowledge Management


47. RFC
Request for Change
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


48. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
A customer requirement for an aspect of an IT service
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.
Incidents never become problems. They co-exist


49. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Configuration Item
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


50. 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
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
IT Service Management
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