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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 Capacity Sun- Processes?
It covers: - design - implementation - measurement -management -improvement of service and component availability
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)
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
The process that supports the Business Continuity Management process by managing risks that could affect services.

2. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
- Budgeting - Accounting - Charging (Billing)
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Emergency Change Advisory Board

3. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
It takes inputs and turn them into outputs.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

4. SKMS
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Is responsible for managing applications through their lifecycle
Service Knowledge Management System

5. What are the five stages of the Service Lifecycle?
Used to store and manage knowledge - info and data.
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.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

6. A capability is an _________________
Agreement between an IT service provider and another part of same organization that assists with service provision
intangible asset
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

7. What are the two primary elements of value?
1) Utility 2) Warranty
A formal proposal for major changes that involve high cost - risk or org. impact.
A service provider which functions within the business units they server.
Strategic - Tactical - Operational - Commodity

8. What are the objectives of Service Operation?
This is where the customer sees the actual value of the services
Responsible - Accountable - Consult - Inform
Change Advisory Board
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized

9. External Service Provider
Everyone except for Type III service providers (third parties)
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Inputs - Outputs - Activities - Measurements - Roles

10. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Action taken to recover after a failed change or release.
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

11. What is Information?
All services under development - growth and Outlook.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It comes from providing context to data - Who? - What? - When? - Where?
A group of people and the tools they use to perform one or more processes or activities.

12. What is a workaround?
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

13. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Used to store and manage knowledge - info and data.
A structured set of activities designed to accomplish a specific objective.
Services that provide customer with wanted business outcomes.

14. 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.
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

15. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
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)
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!
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de

16. What is the scope of the Transition Planning & Support process?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- 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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

17. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
Speeds up resolution - Concern of data quality
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
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

18. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Quality Service 2) Cost-effective Services
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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

19. What types of metrics are there and what are they??

20. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Access - Identity - Rights - Service or Service Groups - Directory Services
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

21. What is the scope of Access Management?
1) Utility 2) Warranty
Executing the policies in information security management
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

22. What processes does the Change Management process interface with?
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
It's he process responsible for managing the lifecycle of all service requests from users
Key Performance Indicator

23. What topics are covered in Service Strategy?
Emergency Change Advisory Board
It takes inputs and turn them into outputs.
To quantify the impact to the business that loss of service would have
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

24. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- 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
- Budgeting - Accounting - Charging (Billing)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

25. TCO
Total Cost of Ownership
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
Tp provide the right for users to be able to use a service or group of services
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.

26. Volume/Phase 4: Service Operation - What is it?
Lifecycle wide process and relevant to all lifecycles
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

27. What is the scope of the Service Design phase?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
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
Services that are no longer available.

28. What is the relationship between Incidents and Problems?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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)
Incidents never become problems. They co-exist

29. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
It's he process responsible for managing the lifecycle of all service requests from users
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.

30. What is the purpose of Service Strategy?

31. UC
Incidents never become problems. They co-exist
Underpinning Contract
The level to which the service meets a customer's expectation.
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

32. What is a Business Continuity Plan?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Define steps required to restore business process following disruption
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The level to which the service meets a customer's expectation.

33. Shared Services Unit
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.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It's he process responsible for managing the lifecycle of all service requests from users
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

34. What are the three types of Service Providers??
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A structured set of activities designed to accomplish a specific objective.
It's he process responsible for managing the lifecycle of all service requests from users
Internal Service Provider - Shared Service Unit - External Service Provider

35. What is the scope of Event Management?

36. What is the content of a Business Case?
To provide best practice guidance to all types of organizations.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Tangible assets
Application support

37. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
To provide a single source of information on all operational and ready for production services.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

38. What is Wisdom?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Configuration Management System
Makes use of knowledge to create value through well-informed decisions

39. What is the Service Level Agreement?
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.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Up to each org to decide which service requests it will handle

40. What is an Outcome?
The result of an activity following a process or the delivery of 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
Service Desk - Technical management - IT Operation Management - Application Management
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de

41. 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
Pattern of Business Activity (PBA)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

42. What are some Service Level Management Activities?
To plan - schedule & control the build - test & deployment of releases
Action taken to recover after a failed change or release.
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
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

43. What are two kinds of IT Services?
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
Share perspectives - ideas - experience & info to enable informed decisions
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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.)

44. What are the five aspects of Service Design?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Pattern of Business Activity
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A set of activities to accomplish an objective.

45. What is the Capacity Plan?
It defines performance and the alignment of IT services with the business.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Vital Business Function
1) Quality Service 2) Cost-effective Services

46. What is the scope of Continual Service Improvement??
Similar to incident model - For problems that have an expensive solution
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
A group of people - tools and resources used to carry out a process activity.

47. What is a basline measurement?
Everyone except for Type III service providers (third parties)
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

48. What is the Information Security Policy?

49. What is the Known Error Database (KEDB)?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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.
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

50. BCM
Business Continuity Management
Speeds up resolution - Concern of data quality
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
Design - testing - improvements of CI's