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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. SPOC
A group of people - tools and resources used to carry out a process activity.
Single Point Of Contact
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- Vendor neutral - Non prescriptive - Best practice

2. What is the scope of Service Strategy??

3. What is the scope of Access Management?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Executing the policies in information security management
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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

4. What is the scope of the Service Asset & Config Management (SACM) process?
A structured set of activities designed to accomplish a specific objective.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Includes management of the component lifecycle of every CI (config item)
Service Level Management

5. What is a Service Request?
The result of an activity following a process or the delivery of a service.
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
Ownership regardless of escalation remains with the service desk
Is a request from a user for info - advice - standard change - or access to an IT service

6. SLA
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
To provide best practice guidance to all types of organizations.
Service Level Agreement

7. What are the two views of the Service Catalogue?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Underpinning Contract
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)

8. What are the components of IT Operations Management?
It can identify weaknesses or areas of improvements.
To provide a balanced view of overall service
Business Continuity Plan
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

9. RACI
A structured set of activities designed to accomplish a specific objective.
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
To control lifecycle of all changes to be made with minimal disruption to services
Responsible - Accountable - Consult - Inform

10. What are the design constraints for a service?
Total Cost of Ownership
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- Capability constraints - Resource constraints - Utility constraints - And more...
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

11. What are the 4 P's in Service Design used for?
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)
To provide a balanced view of overall service
1) Quality Service 2) Cost-effective Services
Internal Service Provider - Shared Service Unit - External Service Provider

12. SLM
Set of responsibilities - activities and authorities granted to a person or a team.
Underpinning Contract
Internal Service Provider - Shared Service Unit - External Service Provider
Service Level Management

13. What are the basic concepts of Access Management?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Incidents never become problems. They co-exist
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
Access - Identity - Rights - Service or Service Groups - Directory Services

14. What is Utility?
Set of responsibilities - activities and authorities granted to a person or a team.
Problem that has a documented root cause and workaround
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Fit for purpose-the functionality of a product or service to meet a particular need.

15. What is Warranty?
- New service - Major change to service - Removal of service - Changes to the SDP itself
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
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

16. What processes interfaces with Problem Management?
To plan - schedule & control the build - test & deployment of releases
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
Internal Service Provider - Shared Service Unit - External Service Provider
- Capability constraints - Resource constraints - Utility constraints - And more...

17. What is the scope of Request Fulfillment?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Up to each org to decide which service requests it will handle
A service provided by an IT service provider made up of a combination of IT - people and processes.

18. What are the objectives of the Transition Planning & Support process?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
A formal proposal for major changes that involve high cost - risk or org. impact.
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...

19. What are the objectives of Event Management?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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.
A set of discrete facts
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

20. What is the CSI approach?

21. What is a Process Owner's responsibility?
Responsible - Accountable - Consult - Inform
Configuration Management System
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- 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

22. BCM
Business Continuity Management
- Release & Deployment - Transition Planning & Support
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide best practice guidance to all types of organizations.

23. What is the purpose of Availability Management process?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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 control lifecycle of all changes to be made with minimal disruption to services

24. Detail the Service Owner's repsonsibility.
Pattern of Business Activity (PBA)
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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

25. What does process definitions describe??
Problem that has a documented root cause and workaround
Inputs - Outputs - Activities - Measurements - Roles
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
ensuer goals of service design stage are met with single point of coordination within this stage

26. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Provide overall planning for service transition and coordinate resources required for it
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Internal Service Provider - Shared Service Unit - External Service Provider
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

27. What is the purpose of Continual Service Improvement?
The process that supports the Business Continuity Management process by managing risks that could affect services.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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.

28. What is the business value of Service Operation?
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.
This is where the customer sees the actual value of the services
Service Level Management

29. What is a problem?
Agreement between an IT service provider and another part of same organization that assists with service provision
The underlying cause of one or more failures
- Change Management - Service Asset & Config Management - Knowledge Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

30. What are the two types of Service Catalogues?
A set of discrete facts
1. Business Service Catalogue 2. Technical Service Catalogue.
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
The process in which goals and objectives of service design stage are met

31. What drives service design?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Incidents never become problems. They co-exist
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Functional requirements - SLAs - benefits and design constraints

32. Describe the Supplier Management process.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A structured set of activities designed to accomplish a specific objective.
Critical Success Factor
The process that obtains value for money from suppliers.

33. What does a Release Policy include?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

34. What is the scope of the seven steps to improvement?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
- New service - Major change to service - Removal of service - Changes to the SDP itself
A service provider which functions within the business units they server.
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

35. What are two levels of availability?
- 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 Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Definitive Media Library
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

36. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.)
The system used to collect and manage Config Items (CI's)

37. CI
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.
Configuration Item
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The services themselves - Service management processes - Technology (management of infrastructure) - People

38. What do Change Models have?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Key Performance Indicator
The services themselves - Service management processes - Technology (management of infrastructure) - People
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

39. What influences the expected service?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Preferences 2) Past experiences 3) Communications
Is a notification that a threshold has been reached - something has changed - or a failure has occured

40. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- New service - Major change to service - Removal of service - Changes to the SDP itself
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
Problem that has a documented root cause and workaround

41. What is a benefit of a RACI matrix?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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 can identify weaknesses or areas of improvements.

42. BIA
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.
Business Impact Analysis

43. What levels are baselines established at?

44. Describe the Service Catalogue Management process.
Pattern of Business Activity (PBA)
To provide and maintain a single source of info on all operational and ready to be introduced services
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
Configuration Management System

45. SCMIS
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
Supplier and Contract Management Information System
A customer requirement for an aspect of an IT service
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

46. What is the Known Error Database (KEDB)?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Supplier and Contract Management Information System
- Capability constraints - Resource constraints - Utility constraints - And more...
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

47. What are the objectives of the Service Asset & Config Management (SACM) process??

48. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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)

49. What is the scope of the Transition Planning & Support process?
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.)
Everyone except for Type III service providers (third parties)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Information Communication Technology

50. What is the content of a Business Case?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
A function that reflects the part of business process that is critical to success of business
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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