ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What are the three Service Design Agreements?

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2. What do Change Models have?
Request for Change
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Any event which disrupts - or which could disrupt - a service
Responsible - Accountable - Consult - Inform


3. Why is automation of technology and architecture beneficial?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.
It can improve utility and warranty of services incresing value.
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...


4. What is risk?
It takes inputs and turn them into outputs.
Request for Change
A structured set of activities designed to accomplish a specific objective.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


5. What is a known error?
Problem that has a documented root cause and workaround
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
To provide best practice guidance to all types of organizations.
Ensure assets required to deliver service are controlled and info is available for them


6. What is Data?
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
A set of discrete facts
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
The implementation and management of IT services that meet the needs of the business.


7. What is a basline measurement?
1) Core Publications 2) Complimentary Guidance
- New service - Major change to service - Removal of service - Changes to the SDP itself
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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


8. What is the scope of the Service Design phase?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
IT Service Management
Ensure assets required to deliver service are controlled and info is available for them


9. What are the 4 levels of service provision expectations?

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10. What is the purpose of ITIL Core Publications?
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.
Supplier and Contract Management Information System
Underpinning Contract
To provide best practice guidance to all types of organizations.


11. What is Warranty?
Accountable for the delivery of a specific service.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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 service provider which functions within the business units they server.


12. What is the scope of Request Fulfillment?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Define steps required to restore business process following disruption
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Up to each org to decide which service requests it will handle


13. What is the content of a Business Case?
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The process that obtains value for money from suppliers.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


14. What are the objectives of Service Transition?
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
- 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 ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


15. What are the two types of customers?
A set of responsibilities defined in a process and assigned to a person or team.
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.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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


16. What is the purpose of Request Fulfillment?

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17. What are the five aspects of Service Design?
The level to which the service meets a customer's expectation.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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


18. RFC
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Request for Change


19. What is a Capability?
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.
Vital Business Function
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


20. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To provide best practice guidance to all types of organizations.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


21. What is the scope of Service Operation??
Provide overall planning for service transition and coordinate resources required for it
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
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.
The services themselves - Service management processes - Technology (management of infrastructure) - People


22. What is the Snapshot?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.
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)
It covers: - design - implementation - measurement -management -improvement of service and component availability


23. What is the purpose of Availability Management process?
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.
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)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
It's he process responsible for managing the lifecycle of all service requests from users


24. What is the Configuration Management System (CMS)?

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25. What is a Config Item (CI)?
Governs the org's approach to Information Security Management
A service asset that needs to be managed to deliver a service
- 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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


26. What are the objectives of Application Management?

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27. What is Vital Business Functions?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A function that reflects the part of business process that is critical to success of business
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
It can improve utility and warranty of services incresing value.


28. Describe Time Scales of Incident Management

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29. What actvities does Business Relationship Management Activities refer to?
- 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) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
To quantify the impact to the business that loss of service would have
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


30. What is the purpose of the supplier management process?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The level to which the service meets a customer's expectation.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


31. What is the role of technical management?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Budgeting - Accounting - Charging (Billing)
- 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
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


32. What are the Service Transition processes??
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


33. What is the Deming Cycle?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A set of activities to accomplish an objective.
Functional requirements - SLAs - benefits and design constraints
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.


34. What is a problem?
The underlying cause of one or more failures
Inputs - Outputs - Activities - Measurements - Roles
Service Level Management
To control lifecycle of all changes to be made with minimal disruption to services


35. What is the business value of the service desk?
Information Communication Technology
Align new/changed services with business requirements - Maximize value to the business operations
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
By enhancing the performance of tasks and reducing the effect of constraints.


36. What are the objectives of the Capacity Management process?
Ownership regardless of escalation remains with the service desk
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


37. What is a Resource?
To provide and maintain a single source of info on all operational and ready to be introduced services
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


38. What is the scope of Service Strategy??

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39. Detail the Service Owner's repsonsibility.
Data - Information - Knowledge - Wisdom
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


40. What are the objectives of the service desk??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Single Point Of Contact
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


41. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
1) Utility 2) Warranty
The services themselves - Service management processes - Technology (management of infrastructure) - People
Ensure assets required to deliver service are controlled and info is available for them


42. 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.
Everyone except for Type III service providers (third parties)
Accountable for the delivery of a specific service.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


43. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To be accountable for the operational management of the process.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


44. What is the Capacity Plan?
Service Level Management
Pattern of Business Activity (PBA)
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 plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


45. What is the scope of Availability Management process?
Critical Success Factor
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
It covers: - design - implementation - measurement -management -improvement of service and component availability


46. ICT
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
Information Communication Technology
A function that reflects the part of business process that is critical to success of business
A set of responsibilities defined in a process and assigned to a person or team.


47. VBF
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Executing the policies in information security management
Vital Business Function
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


48. What is the purpose of IT Operations Management?
Configuration Management System
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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


49. What is the scope of the Release & Deployment Management process?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


50. What is the Known Error Database (KEDB)?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Includes management of the component lifecycle of every CI (config item)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
- Release & Deployment - Transition Planning & Support