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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. Why do organizations use ITIL?
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)
Data - Information - Knowledge - Wisdom
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.

2. What is technical management?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It covers: - design - implementation - measurement -management -improvement of service and component availability
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

3. What levels are baselines established at?

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4. What are the 4 P's in Service Design used for?
Total Cost of Ownership
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
To provide a balanced view of overall service

5. What is the scope of the Service Level Management process?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- 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
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

6. What is a Process Owner's responsibility?
Service Level Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The phase that turns service strategy into a plan for delivering the business outcomes.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

7. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Is a request from a user for info - advice - standard change - or access to an IT service

8. What is a Service Portfolio?
A set of responsibilities defined in a process and assigned to a person or team.
To provide a single source of information on all operational and ready for production 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.
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

9. What are the Service Operation Functions??
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
Service Desk - Technical management - IT Operation Management - Application Management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

10. What is the purpose of Event Management?
Known Error Database
Continual Service Improvement
The ability to detect events - make sense of them and determine right control action
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

11. What is the purpose of the Capacity Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Critical Success Factor
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
- 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

12. What is a Process?
Align new/changed services with business requirements - Maximize value to the business operations
A set of activities to accomplish an objective.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To plan - schedule & control the build - test & deployment of releases

13. What is Change?
Addition - modification - removal of anything that could have an effect on IT services
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Ownership regardless of escalation remains with the service desk

14. What is the scope of the Service Design phase?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

15. What does a process do?
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It takes inputs and turn them into outputs.
Design - testing - improvements of CI's

16. What communication is part of Service Operation?
Ensure assets required to deliver service are controlled and info is available for them
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Includes management of the component lifecycle of every CI (config item)

17. Detail the Service Owner's repsonsibility.
A formal proposal for major changes that involve high cost - risk or org. impact.
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.
- Release & Deployment - Transition Planning & Support
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

18. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer

19. What are the phases of Release & Deployment?
The system used to collect and manage Config Items (CI's)
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Key Performance Indicator
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

20. What is the Business Value of Service Strategy?
Pattern of Business Activity (PBA)
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.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
It defines performance and the alignment of IT services with the business.

21. What is the UC?
Operation Level Agreement
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 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.
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

22. What is the Snapshot?
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
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
Agreement between an IT service provider and another part of same organization that assists with service provision

23. Describe the IT Service Continuity Management process.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Business Continuity Management
The process that supports the Business Continuity Management process by managing risks that could affect services.

24. What are the technical management groups?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Business Continuity Plan
The process that supports the Business Continuity Management process by managing risks that could affect services.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

25. What is the definition of a Service Level Agreement Monitoring Chart?
Strategic - Tactical - Operational - Commodity
1. Business Service Catalogue 2. Technical Service Catalogue.
The process in which goals and objectives of service design stage are met
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

26. What are the objectives of technical management?

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27. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
It defines performance and the alignment of IT services with the business.
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

28. What is the Process Practitioner's responsibility?
Carry out one or more process activities
A role is defined in a process or function.
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
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and

29. What is Service Assets?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Set of responsibilities - activities and authorities granted to a person or a team.
The basis for value creation including both resources and capabilities
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

30. BCM
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Information Technology Infrastructure Library
Business Continuity Management
Known Error Database

31. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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)
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.
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.

32. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Is responsible for managing applications through their lifecycle
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Information Technology Infrastructure Library

33. What two processes is Problem Management made up of?
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)
Data - Information - Knowledge - Wisdom
A set of best practice publications for IT service management
The basis for value creation including both resources and capabilities

34. What are the components of value?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

35. Describe the Capacity Management process.
Makes use of knowledge to create value through well-informed decisions
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Fit for Purpose - The functionality of a product or service from a customer's perspective.

36. What is Wisdom?
The result of an activity following a process or the delivery of a service.
Makes use of knowledge to create value through well-informed decisions
To be accountable for the operational management of the process.
intangible asset

37. What is the purpose of the Information Security Management (ISM) process?

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38. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
Change Advisory Board
Return on Investment
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

39. What are the objectives of the Knowledge Management process??
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The underlying cause of one or more failures
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

40. What is Business Value?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Services that provide customer with wanted business outcomes.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

41. What is Utilitiy?

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42. What are Retired Services?
Services that are no longer available.
The process in which goals and objectives of service design stage are met
Tp provide the right for users to be able to use a service or group of services
Speeds up resolution - Concern of data quality

43. What is the purpose of IT Operations Management?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Ensure assets required to deliver service are controlled and info is available for them
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

44. What Service Transition processes primarily support the Service Transition phase?
A structured set of activities designed to accomplish a specific objective.
- Release & Deployment - Transition Planning & Support
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

45. What are the five stages of the Service Lifecycle?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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

46. CI
Addition - modification - removal of anything that could have an effect on IT services
Request for Change
Configuration Item
1) Utility 2) Warranty

47. What is the purpose of Change Management?
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The process in which goals and objectives of service design stage are met
To control lifecycle of all changes to be made with minimal disruption to services

48. What are the Incident Management activities??
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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.
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 -

49. What are the two primary elements of value?
1) Utility 2) Warranty
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The underlying cause of one or more failures
Strategic - Tactical - Operational - Commodity

50. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
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
Ownership regardless of escalation remains with the service desk