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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 is Utilitiy?

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2. What are the components of the ITIL framework?
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.
A customer requirement for an aspect of an IT service
1) Core Publications 2) Complimentary Guidance
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

3. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

4. What is Vital Business Functions?
The process to ensure that the level of availability in services needs agrees with the required needs
A function that reflects the part of business process that is critical to success of business
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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

5. 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management

6. What are the components of IT Operations Management?
Information Communication Technology
Accountable for the delivery of a specific service.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

7. What processes are related to of Service Operation??
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

8. What is Request for Change (RFC)?
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.)
A formal proposal for a change
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

9. What topics are covered in Service Strategy?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Access - Identity - Rights - Service or Service Groups - Directory Services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

10. What are three types of events?

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11. What is the content of a Business Case?
Return on Investment
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

12. What is the scope of the seven steps to improvement?
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
Share perspectives - ideas - experience & info to enable informed decisions
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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

13. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
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.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Single Point Of Contact

14. What is the purpose of Access Management?
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.
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.
Tp provide the right for users to be able to use a service or group of services
Key Performance Indicator

15. What is the scope of the Transition Planning & Support process?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Design - testing - improvements of CI's
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

16. BCM
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
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.
Set of responsibilities - activities and authorities granted to a person or a team.
Business Continuity Management

17. PBA
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Incidents never become problems. They co-exist
Pattern of Business Activity

18. What is the definition of a Service Review?
Total Cost of Ownership
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

19. What is the scope of Request Fulfillment?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Is a request from a user for info - advice - standard change - or access to an IT service
Up to each org to decide which service requests it will handle
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

20. What is a Service Portfolio?
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 -
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)
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.

21. What are Retired Services?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Services that are no longer available.
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)
A service asset that needs to be managed to deliver a service

22. SPOC
Single Point Of Contact
Used to store and manage knowledge - info and data.
Agreement between an IT service provider and another part of same organization that assists with service provision
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

23. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Inputs - Outputs - Activities - Measurements - Roles
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

24. What is a Function?
Makes use of knowledge to create value through well-informed decisions
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A group of people and the tools they use to perform one or more processes or activities.
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

25. What is the purpose of the even steps to improvement?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To provide a balanced view of overall service
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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

26. What are the objectives of Request Fulfillment?
A set of activities to accomplish an objective.
- 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
Agreement between an IT service provider and another part of same organization that assists with service provision
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

27. What is the configuration baseline?
Service Level Management
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A set of discrete facts

28. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- 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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

29. What is Utility?
It comes from providing context to data - Who? - What? - When? - Where?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Functional requirements - SLAs - benefits and design constraints
Fit for purpose-the functionality of a product or service to meet a particular need.

30. What is Service Management?
Change Advisory Board
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

31. Detail the Process Owner's responsibilities
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

32. What is an IT Service?
1. Business Service Catalogue 2. Technical Service Catalogue.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Align new/changed services with business requirements - Maximize value to the business operations
It's he process responsible for managing the lifecycle of all service requests from users

33. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
1) Utility 2) Warranty
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The process that supports the Business Continuity Management process by managing risks that could affect services.

34. KEDB
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
Known Error Database
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

35. OLA
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide best practice guidance to all types of organizations.
Operation Level Agreement
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

36. What is the CSI register?
The system used to collect and manage Config Items (CI's)
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

37. What is a Role?
Speeds up resolution - Concern of data quality
Pattern of Business Activity
Business Impact Analysis
Set of responsibilities - activities and authorities granted to a person or a team.

38. IT Ops and Application Management are involved in _____________________
Application support
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Provide overall planning for service transition and coordinate resources required for it
- Change Management - Service Asset & Config Management - Knowledge Management

39. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Service Asset and Configuration Management

40. How do services facilitate outcomes?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
By enhancing the performance of tasks and reducing the effect of constraints.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Business Impact Analysis

41. What is the purpose of IT Operations Management?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.
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
Pattern of Business Activity (PBA)

42. What are the objectives of Event Management?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Any event which disrupts - or which could disrupt - a service
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
It takes inputs and turn them into outputs.

43. What are the Service Operation Functions??
Everyone except for Type III service providers (third parties)
A set of responsibilities defined in a process and assigned to a person or team.
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 Desk - Technical management - IT Operation Management - Application Management

44. Volume/Phase 3: Service Transition - What is it?
The ability to detect events - make sense of them and determine right control action
Responsible - Accountable - Consult - Inform
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.
Operation Level Agreement

45. What is the Organization Level Agreement?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
Agreement between an IT service provider and another part of same organization that assists with service provision
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

46. What is the role of Application Management?
Known Error Database
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- 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
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.

47. What is the Known Error Database (KEDB)?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
By enhancing the performance of tasks and reducing the effect of constraints.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

48. Where is a role defined?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A role is defined in a process or function.
Service Level Management
A service provided by an IT service provider made up of a combination of IT - people and processes.

49. What processes interfaces with Problem Management?
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
Configuration Management System
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
To quantify the impact to the business that loss of service would have

50. What is an Outcome?
Any event which disrupts - or which could disrupt - a service
1) Preferences 2) Past experiences 3) Communications
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
The result of an activity following a process or the delivery of a service.