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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 is an Alert?
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
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.
To provide a single source of information on all operational and ready for production services.
Is a notification that a threshold has been reached - something has changed - or a failure has occured

2. What are the objectives of the Service Level Management process?
Return on Investment
The process that supports the Business Continuity Management process by managing risks that could affect services.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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

3. Describe the Availability Management process.
A customer requirement for an aspect of an IT service
Executing the policies in information security management
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The process to ensure that the level of availability in services needs agrees with the required needs

4. What is the purpose of the Service Asset & Config Management (SACM) process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Supplier and Contract Management Information System
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...
Ensure assets required to deliver service are controlled and info is available for them

5. What cycles are associated with budgeting - accounting - charging?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Agreement between an IT service provider and another part of same organization that assists with service provision

6. What are the Capacity Sun- Processes?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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)
- Vendor neutral - Non prescriptive - Best practice
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

7. What are the Service Transition processes??
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
The process that obtains value for money from suppliers.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

8. What are two levels of availability?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Change Advisory Board
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Data - Information - Knowledge - Wisdom

9. What is the scope of Service Operation??
Continual Service Improvement
The services themselves - Service management processes - Technology (management of infrastructure) - People
Ownership regardless of escalation remains with the service desk
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

10. What are the five stages of the Service Lifecycle?
Configuration Item
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Quality Service 2) Cost-effective Services
The process to ensure that the level of availability in services needs agrees with the required needs

11. Technical and Application Management are involved in ___________________

12. What are two kinds of IT Services?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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 help plan - implement and maintain stable technical infrastructure to support the org's business processes
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

13. What is Utility?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Fit for purpose-the functionality of a product or service to meet a particular need.
It can improve utility and warranty of services incresing value.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

14. What are the objectives of technical management?

15. What processes interfaces with Problem Management?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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

16. What are Change Management Activities?
A formal proposal for major changes that involve high cost - risk or org. impact.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

17. CMS
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
Configuration Management System
Information Communication Technology
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

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

19. KEDB
The services themselves - Service management processes - Technology (management of infrastructure) - People
Addition - modification - removal of anything that could have an effect on IT services
Known Error Database
Service Asset and Configuration Management

20. What are the activities associated with Problem Management?
A role is defined in a process or function.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

21. What is a Change Proposal?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A formal proposal for major changes that involve high cost - risk or org. impact.
By enhancing the performance of tasks and reducing the effect of constraints.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

22. What is a Function?
Critical Success Factor
A group of people and the tools they use to perform one or more processes or activities.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
It covers: - design - implementation - measurement -management -improvement of service and component availability

23. SLM
Speeds up resolution - Concern of data quality
- 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
Functional requirements - SLAs - benefits and design constraints
Service Level Management

24. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Executing the policies in information security management

25. What is the business value of Continual Service Improvement?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Configuration Management System
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
Operation Level Agreement

26. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Service Level Management
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
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

27. Internal Service Provider
Value of Investment
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)
A service provider which functions within the business units they server.
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

28. What are the objectives of Application Management?

29. What is a Business Continuity Plan?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Change Advisory Board
Define steps required to restore business process following disruption
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

30. What are the design constraints for a service?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- Capability constraints - Resource constraints - Utility constraints - And more...
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
- 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

31. BCP
Business Continuity Plan
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

32. What are the technical management groups?
Problem that has a documented root cause and workaround
ensuer goals of service design stage are met with single point of coordination within this stage
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Any event which disrupts - or which could disrupt - a service

33. What is the purpose of Business Relationship Management??
The process to ensure that the level of availability in services needs agrees with the required needs
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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

34. What are the four Service Operation functions?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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)

35. What should Major Problem Review focus on?
- 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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Data - Information - Knowledge - Wisdom
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.

36. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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
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

37. What are the objectives of the seven steps to improvement?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
A set of best practice publications for IT service management
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
Align new/changed services with business requirements - Maximize value to the business operations

38. What is an Event?
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

39. Volume/Phase 4: Service Operation - What is it?
All services under development - growth and Outlook.
Design - testing - improvements of CI's
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

40. VBF
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Vital Business Function
Underpinning Contract
The system used to collect and manage Config Items (CI's)

41. What is the role of Application Management?
Functional requirements - SLAs - benefits and design constraints
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- 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

42. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Design - testing - improvements of CI's
Business Continuity Management

43. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
The process that supports the Business Continuity Management process by managing risks that could affect 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
1) Core Publications 2) Complimentary Guidance

44. What is the Process Practitioner's responsibility?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
To control lifecycle of all changes to be made with minimal disruption to services
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Carry out one or more process activities

45. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
Service Level Agreement
- 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
- 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

46. What are the phases of Release & Deployment?
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The phase that turns service strategy into a plan for delivering the business outcomes.
It takes inputs and turn them into outputs.

47. What is the purpose of Incident Management?
Used to store and manage knowledge - info and data.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Operation Level Agreement

48. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Supplier and Contract Management Information System
A service asset that needs to be managed to deliver a service
Ensure assets required to deliver service are controlled and info is available for them
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

49. What is the scope of Continual Service Improvement??
Configuration Management System
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
1) Preferences 2) Past experiences 3) Communications
To quantify the impact to the business that loss of service would have

50. What is the scope of Problem Management?
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. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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
After closure and it is linked to major incident review