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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 drives service design?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Functional requirements - SLAs - benefits and design constraints
Business Impact Analysis
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

2. What processes does the Change Management process interface with?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Change Management - Service Asset & Config Management - Knowledge Management
Known Error Database

3. What are the objectives of the Capacity Management process?
Everyone except for Type III service providers (third parties)
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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

4. What is the scope of Availability Management process?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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
It covers: - design - implementation - measurement -management -improvement of service and component availability
Service Level Agreement

5. What is a Role?
A service provided by an IT service provider made up of a combination of IT - people and processes.
A set of responsibilities defined in a process and assigned to a person or team.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A structured set of activities designed to accomplish a specific objective.

6. SKMS
Service Knowledge Management System
- Manage access - Respond to requests for granting access - Oversee access
Agreement between an IT service provider and another part of same organization that assists with service provision
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

7. What is Warranty?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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.

8. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
- 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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

9. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
A function that reflects the part of business process that is critical to success of business
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

10. CSF
Access - Identity - Rights - Service or Service Groups - Directory Services
Critical Success Factor
A set of activities to accomplish an objective.
To provide and maintain a single source of info on all operational and ready to be introduced services

11. What is the purpose of Event Management?
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...
The ability to detect events - make sense of them and determine right control action
Business Continuity Plan
Business Continuity Management

12. Internal Service Provider
Action taken to recover after a failed change or release.
A service provider which functions within the business units they server.
intangible asset
- 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

13. A workload profile is also referred to as?
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
1) Utility 2) Warranty
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Pattern of Business Activity (PBA)

14. Why is automation of technology and architecture beneficial?
A service provided by an IT service provider made up of a combination of IT - people and processes.
It can improve utility and warranty of services incresing value.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

15. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Business Impact Analysis
- 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

16. What cycles are associated with budgeting - accounting - charging?
Definitive Media Library
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

17. What is Remediation Planning?
- Release & Deployment - Transition Planning & Support
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
Action taken to recover after a failed change or release.

18. What is the purpose of the Release & Deployment 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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To plan - schedule & control the build - test & deployment of releases
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

19. What is the purpose of the Transition Planning & Support process?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Provide overall planning for service transition and coordinate resources required for it
Strategic - Tactical - Operational - Commodity

20. What is a Service?
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
A 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) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Pattern of Business Activity

21. What is the scope of Service Transition?
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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Addition - modification - removal of anything that could have an effect on IT services

22. What are the three types of Service Providers??
Functional requirements - SLAs - benefits and design constraints
Tangible assets
Internal Service Provider - Shared Service Unit - External Service Provider
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

23. What Service Transition processes primarily support the Service Transition phase?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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
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
- Release & Deployment - Transition Planning & Support

24. Name the characteristics of value
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

25. Facilities Management
Pattern of Business Activity (PBA)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- New service - Major change to service - Removal of service - Changes to the SDP itself
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

26. What is a Process?
Qualitative and Quantitative
A structured set of activities designed to accomplish a specific objective.
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

27. What topics are covered in Service Strategy?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
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

28. Why do organizations use ITIL?
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Release & Deployment - Transition Planning & Support
1) Core Publications 2) Complimentary Guidance

29. What is the purpose of Change Management?
The services themselves - Service management processes - Technology (management of infrastructure) - People
To control lifecycle of all changes to be made with minimal disruption to services
Configuration Item
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

30. BCM
- 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
Define steps required to restore business process following disruption
Business Continuity Management
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

31. What is the Known Error Database (KEDB)?
Application support
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

32. How do you escalate an incident?
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
Qualitative and Quantitative
Any event which disrupts - or which could disrupt - a service
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

33. What is the CSI register?
IT Service Management
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)
- Budgeting - Accounting - Charging (Billing)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

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

35. RACI
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- Change Management - Service Asset & Config Management - Knowledge Management
Responsible - Accountable - Consult - Inform
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

36. What is the UC?
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.
Used to store and manage knowledge - info and data.
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

37. What are the ITSCM process activities??
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) Core Publications 2) Complimentary Guidance
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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)

38. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

39. What are the objectives of Problem Management?
To control lifecycle of all changes to be made with minimal disruption to services
Strategic - Tactical - Operational - Commodity
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

40. What is technical management?
A function that reflects the part of business process that is critical to success of business
Definitive Media Library
- Budgeting - Accounting - Charging (Billing)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

41. What are the objectives of Service Operation?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- Capability constraints - Resource constraints - Utility constraints - And more...
Design - testing - improvements of CI's
- 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

42. What are the objectives of the Release & Deployment Management process?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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 -
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

43. What does a process do?
A formal proposal for a change
The system used to collect and manage Config Items (CI's)
Supplier and Contract Management Information System
It takes inputs and turn them into outputs.

44. What is Wisdom?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Makes use of knowledge to create value through well-informed decisions
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Critical Success Factor

45. What are some Service Level Management Activities?
A set of activities to accomplish an objective.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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.
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

46. DML
Speeds up resolution - Concern of data quality
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
- Capability constraints - Resource constraints - Utility constraints - And more...
Definitive Media Library

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

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48. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Continual Service Improvement
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

49. What should an incident model include??
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
Information Technology Infrastructure Library
A formal proposal for major changes that involve high cost - risk or org. impact.
Business Impact Analysis

50. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Everyone except for Type III service providers (third parties)
Pattern of Business Activity
Single Point Of Contact