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ITIL

Subjects : certifications, itil, it-skills

Instructions:

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

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

1. What are the three types of services?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A set of responsibilities defined in a process and assigned to a person or team.
- Change Management - Service Asset & Config Management - Knowledge Management

2. Shared Services Unit
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Information Technology Infrastructure Library
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
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.

3. What are the objectives of Event Management?
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
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
The basis for value creation including both resources and capabilities
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

4. What is a Service?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
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.
A function that reflects the part of business process that is critical to success of business
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

5. What are the two types of Service Catalogues?
Critical Success Factor
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. Business Service Catalogue 2. Technical Service Catalogue.
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

6. What are the objectives of Service Operation?
- 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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
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.

7. SPOC
Single Point Of Contact
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Is responsible for managing applications through their lifecycle
Strategic - Tactical - Operational - Commodity

8. What is an Outcome?
The result of an activity following a process or the delivery of a service.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A service asset that needs to be managed to deliver a service
Action taken to recover after a failed change or release.

9. What influences the expected service?
Is responsible for managing applications through their lifecycle
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Preferences 2) Past experiences 3) Communications
Configuration Management System

10. What is the Information Security Policy?

11. What processes are related to of Service Operation??
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.
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

12. CI
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Configuration Item
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

13. What is Emergency Change Advisory Board (ECAB)?
Tangible assets
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.)
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.
To control lifecycle of all changes to be made with minimal disruption to services

14. What are the objectives of IT Operations Management?
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Responsible - Accountable - Consult - Inform
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

15. What are the Incident Management activities??
Supplier and Contract Management Information System
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
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.
A set of discrete facts

16. What is the scope of Service Transition?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
The implementation and management of IT services that meet the needs of the business.
- Manage access - Respond to requests for granting access - Oversee access
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

17. What are the supplier categories??
- 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
Provide overall planning for service transition and coordinate resources required for it
A formal proposal for a change
Strategic - Tactical - Operational - Commodity

18. What is the purpose of Access Management?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Tp provide the right for users to be able to use a service or group of services
1. Business Service Catalogue 2. Technical Service Catalogue.

19. What is the Process Manager's responsibility?
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.
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
To be accountable for the operational management of the process.
A formal proposal for a change

20. What are two kinds of IT Services?
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
A structured set of activities designed to accomplish a specific objective.
The underlying cause of one or more failures
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.)

21. How do you escalate an incident?
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Ensure assets required to deliver service are controlled and info is available for them
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)

22. What are four Service Level Agreement Frameworks??
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

23. What are the objectives of Incident Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- 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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Includes management of the component lifecycle of every CI (config item)

24. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To be accountable for the operational management of the process.

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

26. What is the role of technical management?
The phase that turns service strategy into a plan for delivering the business outcomes.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The underlying cause of one or more failures
- 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

27. What is the scope of Event Management?

28. What is the scope of Service Operation??
- 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A structured set of activities designed to accomplish a specific objective.
The services themselves - Service management processes - Technology (management of infrastructure) - People

29. What is the scope of the Knowledge Management process?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
It takes inputs and turn them into outputs.
Lifecycle wide process and relevant to all lifecycles
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)

30. Volume/Phase 3: Service Transition - What is it?
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
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.
Strategic - Tactical - Operational - Commodity
The underlying cause of one or more failures

31. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Manage access - Respond to requests for granting access - Oversee access
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability

32. How do services facilitate outcomes?
- 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
By enhancing the performance of tasks and reducing the effect of constraints.
1) Core Publications 2) Complimentary Guidance
A service provided by an IT service provider made up of a combination of IT - people and processes.

33. What is a Service Pipeline?
A service provided by an IT service provider made up of a combination of IT - people and processes.
All services under development - growth and Outlook.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Functional requirements - SLAs - benefits and design constraints

34. What are the components of IT Operations Management?
- 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
Qualitative and Quantitative
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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)

35. What is Service Assets?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Tp provide the right for users to be able to use a service or group of services
The basis for value creation including both resources and capabilities
Information Technology Infrastructure Library

36. What is a Process?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A set of activities to accomplish an objective.
Data - Information - Knowledge - Wisdom
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

37. What are the components of value?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

38. Volume/Phase 4: Service Operation - What is it?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Similar to incident model - For problems that have an expensive solution
Internal Service Provider - Shared Service Unit - External Service Provider

39. What does process definitions describe??
- 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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The process in which goals and objectives of service design stage are met
Inputs - Outputs - Activities - Measurements - Roles

40. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

41. What is the purpose of ITIL Core Publications?
This is where the customer sees the actual value of the services
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide best practice guidance to all types of organizations.
Operation Level Agreement

42. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
The level to which the service meets a customer's expectation.
Similar to incident model - For problems that have an expensive solution
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)

43. What is the configuration baseline?
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.
A set of best practice publications for IT service management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Carry out one or more process activities

44. ICT
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The system used to collect and manage Config Items (CI's)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Information Communication Technology

45. Describe the Information Security Management process.
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.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The basis for value creation including both resources and capabilities
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.

46. What is the Process Practitioner's responsibility?
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.
Carry out one or more process activities
- 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
Vital Business Function

47. What is risk?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Internal Service Provider - Shared Service Unit - External Service Provider
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Share perspectives - ideas - experience & info to enable informed decisions

48. External Service Provider
A function that reflects the part of business process that is critical to success of business
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
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 purpose of Business Impact Analysis (BISA?
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
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.)
To quantify the impact to the business that loss of service would have
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

50. What is the purpose of Service Design??
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
Problem that has a documented root cause and workaround
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.