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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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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 the Service Design Package?
- 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
Internal Service Provider - Shared Service Unit - External Service Provider
Business Continuity Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

2. What is the purpose of Service Design??
1) Preferences 2) Past experiences 3) Communications
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The implementation and management of IT services that meet the needs of the business.
Ownership regardless of escalation remains with the service desk

3. DIKW
Data - Information - Knowledge - Wisdom
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.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

4. What is a Service Portfolio?
It defines performance and the alignment of IT services with the business.
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.
Share perspectives - ideas - experience & info to enable informed decisions
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

5. What are the two views of the Service Catalogue?
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.
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)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

6. What activities support Continual Service Improvement?
A service provided by an IT service provider made up of a combination of IT - people and processes.
The process that supports the Business Continuity Management process by managing risks that could affect services.
- 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
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

7. What are the Incident Management activities??
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.
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 -
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

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

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9. What is Business Value?
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.
Services that provide customer with wanted business outcomes.
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
A 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.

10. What is the role of technical management?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
- 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
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

11. What are the objectives of the Release & Deployment Management process?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

12. What is Utilitiy?

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13. IT Ops and Application Management are involved in _____________________
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Application support
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
Configuration Item

14. What is the business value of Continual Service Improvement?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

15. What actvities does Business Relationship Management Activities refer to?
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
Ensure assets required to deliver service are controlled and info is available for them
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

16. What is an IT 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.
A service provided by an IT service provider made up of a combination of IT - people and processes.
To control lifecycle of all changes to be made with minimal disruption to services
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

17. What should Major Problem Review focus on?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1. Business Service Catalogue 2. Technical Service Catalogue.
Change Advisory Board

18. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A role is defined in a process or function.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Share perspectives - ideas - experience & info to enable informed decisions

19. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Speeds up resolution - Concern of data quality
Ensure assets required to deliver service are controlled and info is available for them

20. SLM
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Service Level Management
A service provider which functions within the business units they server.

21. What are the two types of Service Catalogues?
Service Knowledge Management System
- Vendor neutral - Non prescriptive - Best practice
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
1. Business Service Catalogue 2. Technical Service Catalogue.

22. What is a Business Continuity Plan?
Align new/changed services with business requirements - Maximize value to the business operations
Define steps required to restore business process following disruption
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!
It's he process responsible for managing the lifecycle of all service requests from users

23. What are the two types of customers?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1. Business Service Catalogue 2. Technical Service Catalogue.
A set of discrete facts
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

24. What is a Function?
A group of people - tools and resources used to carry out a process activity.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Any event which disrupts - or which could disrupt - a service

25. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

26. What does a process do?
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
It takes inputs and turn them into outputs.
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 workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

27. Describe the Design Coordination process.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The process in which goals and objectives of service design stage are met
The basis for value creation including both resources and capabilities
Set of responsibilities - activities and authorities granted to a person or a team.

28. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Configuration Management System

29. Detail the Service Owner's repsonsibility.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Emergency Change Advisory Board
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
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente

30. Why do organizations use ITIL?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

31. What is an Alert?
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
To provide best practice guidance to all types of organizations.
Service Asset and Configuration Management

32. What is an incident?
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Is responsible for managing applications through their lifecycle
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

33. What is the definition of Service Level Requirements?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
A customer requirement for an aspect of an IT service
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Pattern of Business Activity

34. What is a Service?
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. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

35. What is Data?
A set of discrete facts
Define steps required to restore business process following disruption
Ownership regardless of escalation remains with the service desk
Lifecycle wide process and relevant to all lifecycles

36. What is the purpose of the Knowledge Management process?
Business Continuity Management
Speeds up resolution - Concern of data quality
Share perspectives - ideas - experience & info to enable informed decisions
Responsible - Accountable - Consult - Inform

37. What are examples of Config Items?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Speeds up resolution - Concern of data quality
Ensure assets required to deliver service are controlled and info is available for them
Assets such as server licenses and software licenses.

38. It's part of the SKMS (service knowledge management system)
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.
- 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
Speeds up resolution - Concern of data quality
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

39. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
Used to store and manage knowledge - info and data.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
This is where the customer sees the actual value of the services

40. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

41. What is Information?
A set of activities to accomplish an objective.
It comes from providing context to data - Who? - What? - When? - Where?
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)
- Manage access - Respond to requests for granting access - Oversee access

42. What is the purpose of Availability Management process?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Request for Change
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
A group of people and the tools they use to perform one or more processes or activities.

43. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
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.
The phase that turns service strategy into a plan for delivering the business outcomes.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

44. Who owns an incident?
Ownership regardless of escalation remains with the service desk
A set of responsibilities defined in a process and assigned to a person or team.
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
A customer requirement for an aspect of an IT service

45. What is the purpose of Business Relationship Management??
A group of people - tools and resources used to carry out a process activity.
To be accountable for the operational management of the process.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

46. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Service Desk - Technical management - IT Operation Management - Application Management

47. KEDB
Known Error Database
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
Service Desk - Technical management - IT Operation Management - Application Management

48. What are the activities associated with Problem Management?
Governs the org's approach to Information Security Management
Tangible assets
Known Error Database
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

49. What processes are related to of Service Operation??
Responsible - Accountable - Consult - Inform
Configuration Management System
A set of activities to accomplish an objective.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

50. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
A formal proposal for a change
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management