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 is a Business Continuity Plan?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
Addition - modification - removal of anything that could have an effect on IT services
Define steps required to restore business process following disruption


2. What is the scope of Service Operation??
To provide and maintain a single source of info on all operational and ready to be introduced services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The services themselves - Service management processes - Technology (management of infrastructure) - People
Ownership regardless of escalation remains with the service desk


3. 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
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


4. 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
It can identify weaknesses or areas of improvements.
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
Access - Identity - Rights - Service or Service Groups - Directory Services


5. What is the scope of Continual Service Improvement??
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
The result of an activity following a process or the delivery of a service.
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
Configuration Item


6. IT Ops and Application Management are involved in _____________________
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.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Application support
Align new/changed services with business requirements - Maximize value to the business operations


7. What is the Organization Level Agreement?
Emergency Change Advisory Board
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Agreement between an IT service provider and another part of same organization that assists with service provision
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


8. What is the definition of Service Improvement Plan?
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
A group of people and the tools they use to perform one or more processes or activities.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Governs the org's approach to Information Security Management


9. CMS
Configuration Management System
- Change Management - Service Asset & Config Management - Knowledge Management
Service Level Agreement
Incidents never become problems. They co-exist


10. What is the purpose of Request Fulfillment?

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11. What topics are covered in Service Strategy?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy


12. A workload profile is also referred to as?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To be accountable for the operational management of the process.
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
Pattern of Business Activity (PBA)


13. What is the scope of Incident Management?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
Any event which disrupts - or which could disrupt - a service
- New service - Major change to service - Removal of service - Changes to the SDP itself


14. What is the purpose of the Capacity Management process?
Everyone except for Type III service providers (third parties)
- 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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


15. What are the 4 P's in Service Design used for?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To provide a balanced view of overall service
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)


16. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Return on Investment
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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


17. BCM
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
Business Continuity Management
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.
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente


18. Why is automation of technology and architecture beneficial?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A service asset that needs to be managed to deliver a service
It can improve utility and warranty of services incresing value.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


19. A capability is an _________________
intangible asset
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Governs the org's approach to Information Security Management
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


20. What is a Config Item (CI)?
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.
A service asset that needs to be managed to deliver a service
The implementation and management of IT services that meet the needs of the business.
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m


21. What is the scope of change?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It defines performance and the alignment of IT services with the business.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.


22. What is the relationship between Incidents and Problems?
A formal proposal for major changes that involve high cost - risk or org. impact.
It defines performance and the alignment of IT services with the business.
Incidents never become problems. They co-exist
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


23. What is Utility?
- Manage access - Respond to requests for granting access - Oversee access
To provide and maintain a single source of info on all operational and ready to be introduced services
Is a request from a user for info - advice - standard change - or access to an IT service
Fit for purpose-the functionality of a product or service to meet a particular need.


24. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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.
Everyone except for Type III service providers (third parties)


25. What is the purpose of Service Transition?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Up to each org to decide which service requests it will handle
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of


26. What is Emergency Change Advisory Board (ECAB)?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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.
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.


27. What is the purpose of Service Strategy?

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28. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
1) Quality Service 2) Cost-effective 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


29. How do you prioritize an incident?
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
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.)
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
Request for Change


30. What is the Snapshot?
Share perspectives - ideas - experience & info to enable informed decisions
It takes inputs and turn them into outputs.
Inputs - Outputs - Activities - Measurements - Roles
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.


31. What is the configuration baseline?
Pattern of Business Activity (PBA)
Tangible assets
A formal proposal for major changes that involve high cost - risk or org. impact.
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.


32. TCO
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.
It defines performance and the alignment of IT services with the business.
Total Cost of Ownership
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


33. What is a Process Owner's responsibility?
Any event which disrupts - or which could disrupt - a service
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.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


34. What are the Service Operation Functions??
This is where the customer sees the actual value of the services
Service Desk - Technical management - IT Operation Management - Application Management
1) Core Publications 2) Complimentary Guidance
Action taken to recover after a failed change or release.


35. What is the CSI approach?

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36. Describe the Availability Management process.
Everyone except for Type III service providers (third parties)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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...
The process to ensure that the level of availability in services needs agrees with the required needs


37. What are Retired Services?
It takes inputs and turn them into outputs.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Services that are no longer available.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


38. What is the scope of Service Strategy??

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39. What are some Service Level Management Activities?
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
A set of discrete facts
To be accountable for the operational management of the process.
The process to ensure that the level of availability in services needs agrees with the required needs


40. What is the Definitive Media Library?

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41. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
1) Preferences 2) Past experiences 3) Communications
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


42. What are the objectives of Access Management?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- Manage access - Respond to requests for granting access - Oversee access


43. What is a Service Pipeline?
Tp provide the right for users to be able to use a service or group of services
The underlying cause of one or more failures
All services under development - growth and Outlook.
Internal Service Provider - Shared Service Unit - External Service Provider


44. What is the scope of the Service Asset & Config Management (SACM) process?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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
Includes management of the component lifecycle of every CI (config item)
Is a notification that a threshold has been reached - something has changed - or a failure has occured


45. Shared Services Unit
Carry out one or more process activities
Single Point Of Contact
Vital Business Function
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.


46. What is stored in the Service Knowledge Management System (SKMS)??

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47. SACM
To provide a single source of information on all operational and ready for production services.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Service Asset and Configuration Management
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


48. What actvities does Business Relationship Management Activities refer to?
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
Request for Change
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


49. CAM
Change Advisory Board
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A set of responsibilities defined in a process and assigned to a person or team.
Align new/changed services with business requirements - Maximize value to the business operations


50. What communication is part of Service Operation?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Value of Investment
- Capability constraints - Resource constraints - Utility constraints - And more...