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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.
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1. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
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.
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 process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

2. 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.
It takes inputs and turn them into outputs.
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
A service asset that needs to be managed to deliver a service

3. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
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
intangible asset
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

4. What does process definitions describe??
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Inputs - Outputs - Activities - Measurements - Roles
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

5. What is the CSI register?
- Vendor neutral - Non prescriptive - Best practice
- Capability constraints - Resource constraints - Utility constraints - And more...
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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

6. What are the 4 P's in Service Design used for?
To quantify the impact to the business that loss of service would have
To provide a balanced view of overall service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access 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

7. Describe the Information Security Management process.
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.
- 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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Access - Identity - Rights - Service or Service Groups - Directory Services

8. What are the components of IT Operations 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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

9. What are two availability management activities?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Single Point Of Contact
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

10. When is the Service Design Package created or edited?
The services themselves - Service management processes - Technology (management of infrastructure) - People
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- New service - Major change to service - Removal of service - Changes to the SDP itself
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.

11. What characteristics does a process have?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It comes from providing context to data - Who? - What? - When? - Where?
Service Level Agreement
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

12. What is Request for Change (RFC)?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A formal proposal for a change
Business Continuity Management

13. UC
Underpinning Contract
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Value of Investment

14. Where is a role defined?
The implementation and management of IT services that meet the needs of the business.
A role is defined in a process or function.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
The ability to detect events - make sense of them and determine right control action

15. What are the basic concepts of Access Management?
Continual Service Improvement
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Access - Identity - Rights - Service or Service Groups - Directory Services
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

16. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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.

17. SACM
Service Asset and Configuration Management
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
IT Service Management
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

18. What is a Role?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The process to ensure that the level of availability in services needs agrees with the required needs
A set of responsibilities defined in a process and assigned to a person or team.
Service Level Agreement

19. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
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
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

20. VBF
Vital Business Function
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.
The system used to collect and manage Config Items (CI's)
Fit for Purpose - The functionality of a product or service from a customer's perspective.

21. Who are the Key Stakeholders?
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To plan - schedule & control the build - test & deployment of releases

22. What is governance and what does it do?

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23. What is an Outcome?
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.
The result of an activity following a process or the delivery of a service.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
This is where the customer sees the actual value of the services

24. 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.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It's he process responsible for managing the lifecycle of all service requests from users

25. Why do organizations use ITIL?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- Capability constraints - Resource constraints - Utility constraints - And more...
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.
- Manage access - Respond to requests for granting access - Oversee access

26. What are examples of Config Items?
Up to each org to decide which service requests it will handle
It comes from providing context to data - Who? - What? - When? - Where?
Assets such as server licenses and software licenses.
Underpinning Contract

27. 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
Inputs - Outputs - Activities - Measurements - Roles
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
Return on Investment

28. What are the objectives of the Service Design phase?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
The process that supports the Business Continuity Management process by managing risks that could affect services.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

29. What is a Service Portfolio?
A formal proposal for a change
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.
The process to ensure that the level of availability in services needs agrees with the required needs
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!

30. VOI
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Value of Investment

31. What are the phases of the ITIL Service Lifecycle?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Qualitative and Quantitative
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

32. What is the scope of Continual Service Improvement??
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
It defines performance and the alignment of IT services with the business.
Design - testing - improvements of CI's
To be accountable for the operational management of the process.

33. What are the objectives of Availability Management process?
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

34. What are the three types of Service Providers??
Align new/changed services with business requirements - Maximize value to the business operations
Define steps required to restore business process following disruption
Internal Service Provider - Shared Service Unit - External Service Provider
It comes from providing context to data - Who? - What? - When? - Where?

35. What is the purpose of Service Strategy?

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36. How do services facilitate outcomes?
By enhancing the performance of tasks and reducing the effect of constraints.
Tp provide the right for users to be able to use a service or group of services
Everyone except for Type III service providers (third parties)
A formal proposal for major changes that involve high cost - risk or org. impact.

37. Detail the Process Manager's responsibilities
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) Quality Service 2) Cost-effective Services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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

38. What is Change?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
- Release & Deployment - Transition Planning & Support
Addition - modification - removal of anything that could have an effect on IT services

39. What is the scope of Request Fulfillment?
- 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
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
Up to each org to decide which service requests it will handle
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

40. What are two kinds of IT Services?
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.
- Budgeting - Accounting - Charging (Billing)
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.)
To provide a single source of information on all operational and ready for production services.

41. What are the objectives of the Service Level Management process?
Governs the org's approach to Information Security Management
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
Define steps required to restore business process following disruption
Service Desk - Technical management - IT Operation Management - Application Management

42. What are Change Management Activities?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Executing the policies in information security management
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

43. Technical and Application Management are involved in ___________________

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44. What is a Problem Model??
Lifecycle wide process and relevant to all lifecycles
Up to each org to decide which service requests it will handle
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Similar to incident model - For problems that have an expensive solution

45. How is risk measured?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

46. How is the Service Design Package used?
By enhancing the performance of tasks and reducing the effect of constraints.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Ownership regardless of escalation remains with the service desk

47. 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)
A structured set of activities designed to accomplish a specific objective.
A formal proposal for a change
Fit for Purpose - The functionality of a product or service from a customer's perspective.

48. What is the purpose of the even steps to improvement?
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.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
It defines performance and the alignment of IT services with the business.

49. What activities support Continual Service Improvement?
- 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
To provide a balanced view of overall service
Business Continuity Management
Assets such as server licenses and software licenses.

50. What processes does the Change Management process interface with?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Includes management of the component lifecycle of every CI (config item)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

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