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 four Service Operation functions?
Carry out one or more process activities
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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 Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


2. What is the content of a Business Case?
The basis for value creation including both resources and capabilities
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


3. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Service Desk - Technical management - IT Operation Management - Application Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


4. What is Vital Business Functions?
Service Knowledge Management System
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A function that reflects the part of business process that is critical to success of business
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules


5. What is the relationship between Incidents and Problems?
- 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
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Incidents never become problems. They co-exist


6. What are the objectives of the Capacity Management process?
- 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
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
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


7. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


8. How do services facilitate outcomes?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
By enhancing the performance of tasks and reducing the effect of constraints.
Configuration Management System
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


9. What is a benefit of a RACI matrix?
The process that obtains value for money from suppliers.
It can identify weaknesses or areas of improvements.
Used to store and manage knowledge - info and data.
Internal Service Provider - Shared Service Unit - External Service Provider


10. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Return on Investment


11. What are the the 4 P's in Service Design?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Total Cost of Ownership
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A group of people - tools and resources used to carry out a process activity.


12. What are two kinds of IT Services?
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.)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Design - testing - improvements of CI's


13. What are the three types of services?
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.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


14. What is Remediation Planning?
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.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The basis for value creation including both resources and capabilities
Action taken to recover after a failed change or release.


15. What are the objectives of the Transition Planning & Support process?
- Release & Deployment - Transition Planning & Support
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...
To provide best practice guidance to all types of organizations.
It can improve utility and warranty of services incresing value.


16. What is the purpose of Problem Management?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- Manage access - Respond to requests for granting access - Oversee access
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Addition - modification - removal of anything that could have an effect on IT services


17. What are the objectives of the Change Management Process?

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18. What are the Service Operation Functions??
The implementation and management of IT services that meet the needs of the business.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Service Desk - Technical management - IT Operation Management - Application Management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


19. What is an IT Service?
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A service provided by an IT service provider made up of a combination of IT - people and processes.
The process in which goals and objectives of service design stage are met


20. What are the components of the ITIL framework?
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Core Publications 2) Complimentary Guidance
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
Similar to incident model - For problems that have an expensive solution


21. What is the business value of Service Transition?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Align new/changed services with business requirements - Maximize value to the business operations
Return on Investment


22. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Vendor neutral - Non prescriptive - Best practice
To be accountable for the operational management of the process.


23. What is the UC?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Incidents never become problems. They co-exist
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.


24. What is the scope of Event Management?

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25. What do Change Models have?
A service asset that needs to be managed to deliver a service
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 plan - schedule & control the build - test & deployment of releases
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


26. What is an incident?
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A service asset that needs to be managed to deliver a service
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service


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

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28. ICT
The result of an activity following a process or the delivery of a service.
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Information Communication Technology


29. What is a problem?
IT Service Management
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The underlying cause of one or more failures
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


30. VBF
A structured set of activities designed to accomplish a specific objective.
intangible asset
Vital Business Function
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


31. What is a Process Owner's responsibility?
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
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 be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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


32. KEDB
It's he process responsible for managing the lifecycle of all service requests from users
1. Business Service Catalogue 2. Technical Service Catalogue.
The process to ensure that the level of availability in services needs agrees with the required needs
Known Error Database


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

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34. What interfacing processes are associated with Incident Management??
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Service Level Management
It comes from providing context to data - Who? - What? - When? - Where?


35. What is IT Service Management?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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
The implementation and management of IT services that meet the needs of the business.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


36. What does the service desk do??
Tp provide the right for users to be able to use a service or group of services
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Utility 2) Warranty


37. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.


38. Describe the IT Service Continuity Management process.
Addition - modification - removal of anything that could have an effect on IT services
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
The process that supports the Business Continuity Management process by managing risks that could affect services.


39. What types of metrics are there and what are they??

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40. What are two levels of availability?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To provide a balanced view of overall service
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


41. Why is automation of technology and architecture beneficial?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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)
It can improve utility and warranty of services incresing value.


42. What are the Service Transition processes??
The result of an activity following a process or the delivery of a 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
Definitive Media Library
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


43. What are KPI's?
Any event which disrupts - or which could disrupt - a service
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)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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


44. What is the business value of Continual Service Improvement?
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
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) 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
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.


45. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To provide and maintain a single source of info on all operational and ready to be introduced services
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To be accountable for the operational management of the process.


46. Internal Service Provider
A service provider which functions within the business units they server.
- 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
Assets such as server licenses and software licenses.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages


47. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- New service - Major change to service - Removal of service - Changes to the SDP itself


48. What are the options of organizational structures of a service desk?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.
- 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
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab


49. SACM
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Service Asset and Configuration Management
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
Service Knowledge Management System


50. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A group of people and the tools they use to perform one or more processes or activities.