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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 design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Critical Success Factor
It can identify weaknesses or areas of improvements.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

2. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

3. What is Business Value?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Services that provide customer with wanted business outcomes.
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

4. ECAB
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Emergency Change Advisory Board
- Vendor neutral - Non prescriptive - Best practice

5. Why is automation of technology and architecture beneficial?
The basis for value creation including both resources and capabilities
It can improve utility and warranty of services incresing value.
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 -
Makes use of knowledge to create value through well-informed decisions

6. What is Utilitiy?

7. What is an incident?
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
Service Asset and Configuration 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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

8. What are the objectives of the service desk??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A function that reflects the part of business process that is critical to success of business
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

9. What is the purpose of Request Fulfillment?

10. Who should the Information Security Policy be communicated to?
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
Everyone except for Type III service providers (third parties)
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.

11. SCMIS
Supplier and Contract Management Information System
Information Technology Infrastructure Library
Critical Success Factor
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

12. What is the purpose of ITIL Complementatry Guidance?
Functional requirements - SLAs - benefits and design constraints
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat

13. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

14. What is the Service Knowledge Management System (SKMS)?
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!
Used to store and manage knowledge - info and data.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

15. What is a basline measurement?
Change Advisory Board
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A set of activities to accomplish an objective.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

16. What are the the 4 P's in Service Design?
IT Service Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

17. What is a known error?
Problem that has a documented root cause and workaround
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!
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.

18. What is the purpose of the Service Asset & Config Management (SACM) process?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Ensure assets required to deliver service are controlled and info is available for them
Internal Service Provider - Shared Service Unit - External Service Provider
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

19. What is the scope of change?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Tp provide the right for users to be able to use a service or group of services
Is a request from a user for info - advice - standard change - or access to an IT service

20. VBF
Vital Business Function
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
A role is defined in a process or function.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

21. What is the purpose of Service Design??
The process that obtains value for money from suppliers.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
Operation Level Agreement

22. KEDB
Key Performance Indicator
Access - Identity - Rights - Service or Service Groups - Directory Services
Known Error Database
- 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

23. What is a Problem Model??
- 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
Similar to incident model - For problems that have an expensive solution
- Change Management - Service Asset & Config Management - Knowledge Management
- 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

24. CAB
Change Advisory Board
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Continual Service Improvement
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

25. Why do organizations use ITIL?
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.
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'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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

26. What are the four Service Operation functions?
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)
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

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

28. What are the components of the ITIL framework?
The process that obtains value for money from suppliers.
The system used to collect and manage Config Items (CI's)
1) Core Publications 2) Complimentary Guidance
- 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

29. What is the content of a Business Case?
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)
A formal proposal for a change
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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.

30. UC
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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...
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Underpinning Contract

31. What is the scope of Service Strategy??

32. What are the seven steps to improvement?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The level to which the service meets a customer's expectation.

33. What is a Service Portfolio?
Design - testing - improvements of CI's
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.
Incidents never become problems. They co-exist
It covers: - design - implementation - measurement -management -improvement of service and component availability

34. DML
Definitive Media Library
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
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)

35. What are the two types of Service Catalogues?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1. Business Service Catalogue 2. Technical Service Catalogue.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

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

37. 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.
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
Qualitative and Quantitative
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

38. What are three types of events?

39. Detail the Service Owner's repsonsibility.
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

40. What are the three Service Design Agreements?

41. What are the two primary elements of value?
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
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
1) Utility 2) Warranty

42. ITIL
To quantify the impact to the business that loss of service would have
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Information Technology Infrastructure Library
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.

43. What are two availability management activities?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
intangible asset
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.

44. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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
To plan - schedule & control the build - test & deployment of releases

45. What is the purpose of the supplier management process?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Known Error Database

46. What are the Service Operation Functions??
Problem that has a documented root cause and workaround
Addition - modification - removal of anything that could have an effect on IT services
Service Desk - Technical management - IT Operation Management - Application Management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

47. VOI
Value of Investment
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)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Ownership regardless of escalation remains with the service desk

48. What is the purpose of Change Management?
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.
To control lifecycle of all changes to be made with minimal disruption to services
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

49. Describe the IT Service Continuity Management process.
Strategic - Tactical - Operational - Commodity
It comes from providing context to data - Who? - What? - When? - Where?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Change Advisory Board

50. What is the purpose of Incident Management?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Business Impact Analysis