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 objectives of IT Operations Management?
Value of Investment
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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
Service Knowledge Management System


2. What is a workaround?
The process in which goals and objectives of service design stage are met
To be accountable for the operational management of the process.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Initiation - Requirements and Strategy - Implementation - Ongoing Operation


3. Volume/Phase 3: Service Transition - What is it?
The process in which goals and objectives of service design stage are met
Up to each org to decide which service requests it will handle
- 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
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.


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

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5. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Supplier and Contract Management Information System
It defines performance and the alignment of IT services with the business.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


6. What is the purpose of Business Relationship 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
Is a request from a user for info - advice - standard change - or access to an IT service
Return on Investment
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


7. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Change Advisory Board
Incidents never become problems. They co-exist
Ensure assets required to deliver service are controlled and info is available for them


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

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9. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
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
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


10. What is Request for Change (RFC)?
A formal proposal for a change
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


11. What levels are baselines established at?

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12. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Speeds up resolution - Concern of data quality
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


13. What is the configuration baseline?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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.
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.)


14. What is risk?
1. Business Service Catalogue 2. Technical Service Catalogue.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


15. What actvities does Business Relationship Management Activities refer to?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


16. What is the purpose of the Design Coordination process?
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!
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Vital Business Function
ensuer goals of service design stage are met with single point of coordination within this stage


17. BCP
- 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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Business Continuity Plan


18. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1) Quality Service 2) Cost-effective Services
Business Continuity Plan


19. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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)
The ability to detect events - make sense of them and determine right control action


20. CSI
- 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
Continual Service Improvement
Any event which disrupts - or which could disrupt - a service
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


21. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
It's he process responsible for managing the lifecycle of all service requests from users


22. What are two availability management activities?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A group of people - tools and resources used to carry out a process activity.
Is a notification that a threshold has been reached - something has changed - or a failure has occured


23. What is the definition of a Service Level Agreement Monitoring Chart?
Governs the org's approach to Information Security Management
Services that are no longer available.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


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

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25. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- 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
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


26. What is a Service Request?
To provide best practice guidance to all types of organizations.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
All services under development - growth and Outlook.
Is a request from a user for info - advice - standard change - or access to an IT service


27. What is the role of technical management?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Quality Service 2) Cost-effective 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


28. What is Emergency Change Advisory Board (ECAB)?
1) Core Publications 2) Complimentary Guidance
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 service provided by an IT service provider made up of a combination of IT - people and processes.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


29. What are the supplier categories??
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Strategic - Tactical - Operational - Commodity
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Key Performance Indicator


30. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Design - testing - improvements of CI's
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It takes inputs and turn them into outputs.


31. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Services that provide customer with wanted business outcomes.
Business Impact Analysis
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


32. Who owns an incident?
Ownership regardless of escalation remains with the service desk
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A role is defined in a process or function.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


33. What is the definition of Service Improvement Plan?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
The phase that turns service strategy into a plan for delivering the business outcomes.
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


34. SACM
Incidents never become problems. They co-exist
Service Asset and Configuration Management
Services that provide customer with wanted business outcomes.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


35. VBF
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.)
Vital Business Function
A role is defined in a process or function.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


36. When is the Service Design Package created or edited?
The ability to detect events - make sense of them and determine right control action
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- New service - Major change to service - Removal of service - Changes to the SDP itself


37. What is the purpose of Event Management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The ability to detect events - make sense of them and determine right control action
Accountable for the delivery of a specific service.
Ensure assets required to deliver service are controlled and info is available for them


38. What are CSF's?
Is a request from a user for info - advice - standard change - or access to an IT service
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.
Includes management of the component lifecycle of every CI (config item)


39. Internal Service Provider
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
The underlying cause of one or more failures
A service provider which functions within the business units they server.


40. What is the scope of Incident Management?
To be accountable for the operational management of the process.
Any event which disrupts - or which could disrupt - a service
All services under development - growth and Outlook.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


41. What is the relationship between Incidents and Problems?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Incidents never become problems. They co-exist
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business


42. CAM
Change Advisory Board
Makes use of knowledge to create value through well-informed decisions
- 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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


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

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44. What are some Service Level Management Activities?
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
To control lifecycle of all changes to be made with minimal disruption to services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


45. What are the activities associated with Problem Management?
- Budgeting - Accounting - Charging (Billing)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
It can improve utility and warranty of services incresing value.
- 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


46. What activities support Continual Service Improvement?
Emergency Change Advisory Board
The phase that turns service strategy into a plan for delivering the business outcomes.
- 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
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 -


47. Shared Services Unit
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 group of people - tools and resources used to carry out a process activity.
Access - Identity - Rights - Service or Service Groups - Directory Services
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


48. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A group of people and the tools they use to perform one or more processes or activities.
A set of discrete facts
- 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


49. What is the purpose of ITIL Core Publications?
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
To provide best practice guidance to all types of organizations.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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.)


50. Describe the Availability Management process.
ensuer goals of service design stage are met with single point of coordination within this stage
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The process to ensure that the level of availability in services needs agrees with the required needs
Any event which disrupts - or which could disrupt - a service