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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

2. What is the purpose of Service Portfolio Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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.
Set of responsibilities - activities and authorities granted to a person or a team.
Addition - modification - removal of anything that could have an effect on IT services

3. What is the Capacity Plan?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

4. What actvities does Business Relationship Management Activities refer to?
Underpinning Contract
Ensure assets required to deliver service are controlled and info is available for them
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

5. What are the two views of the Service Catalogue?
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)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Service Level Management
Keep it simple - Use multi-level categorization - Use categorization for reporting

6. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
All services under development - growth and Outlook.
- 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
A group of people - tools and resources used to carry out a process activity.

7. Detail the Process Owner's responsibilities
Tangible assets
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
Internal Service Provider - Shared Service Unit - External Service Provider
- 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

8. Facilities Management
It can improve utility and warranty of services incresing value.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

9. What are Retired Services?
Configuration Item
Services that are no longer available.
Provide overall planning for service transition and coordinate resources required for it
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

10. What is the purpose of ITIL Complementatry Guidance?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Carry out one or more process activities
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

11. What are the Capacity Sun- Processes?
Speeds up resolution - Concern of data quality
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Underpinning Contract
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)

12. What is a Service?
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
Agreement between an IT service provider and another part of same organization that assists with service provision
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.
To quantify the impact to the business that loss of service would have

13. Describe the Design Coordination process.
The process in which goals and objectives of service design stage are met
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
Underpinning Contract
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

14. What is a Service Pipeline?
Problem that has a documented root cause and workaround
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
All services under development - growth and Outlook.

15. What should an incident model include??
- 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
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

16. CAB
Change Advisory Board
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The ability to detect events - make sense of them and determine right control action

17. What is the scope of the Transition Planning & Support process?
Vital Business Function
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The result of an activity following a process or the delivery of a service.

18. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Capability constraints - Resource constraints - Utility constraints - And more...
Functional requirements - SLAs - benefits and design constraints
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.

19. What is the scope of the Service Asset & Config Management (SACM) process?
Configuration Management System
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
The basis for value creation including both resources and capabilities
Includes management of the component lifecycle of every CI (config item)

20. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
A set of best practice publications for IT service management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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

21. What is a Business Case?
intangible asset
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Problem that has a documented root cause and workaround

22. What is the Business Value of Service Design?
Information Technology Infrastructure Library
Pattern of Business Activity
1) Quality Service 2) Cost-effective Services
- 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

23. What does a Release Policy include?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Speeds up resolution - Concern of data quality
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

24. What Service Transition processes primarily support the Service Transition phase?
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.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The underlying cause of one or more failures
- Release & Deployment - Transition Planning & Support

25. What activities support Continual Service Improvement?
- 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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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
Information Technology Infrastructure Library

26. What is the CSI register?
Service Level Management
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Preferences 2) Past experiences 3) Communications
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

27. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
- 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
To quantify the impact to the business that loss of service would have
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)

28. What is the scope of the seven steps to improvement?
Accountable for the delivery of a specific service.
Tp provide the right for users to be able to use a service or group of services
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
It can identify weaknesses or areas of improvements.

29. What is IT Service Management?
A service provider which functions within the business units they server.
The implementation and management of IT services that meet the needs of the business.
The services themselves - Service management processes - Technology (management of infrastructure) - People
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

30. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
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.
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

31. CMDB
Change Advisory Board
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Configuration Management Database
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...

32. What are the three Service Design Agreements?

33. What is the purpose of the Service Asset & Config Management (SACM) process?
It's he process responsible for managing the lifecycle of all service requests from users
Fit for purpose-the functionality of a product or service to meet a particular need.
Ensure assets required to deliver service are controlled and info is available for them
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

34. Shared Services Unit
- Change Management - Service Asset & Config Management - Knowledge Management
Value of Investment
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

35. How do services facilitate outcomes?
Business Continuity Management
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
1) Preferences 2) Past experiences 3) Communications
By enhancing the performance of tasks and reducing the effect of constraints.

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

37. 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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A function that reflects the part of business process that is critical to success of business
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.

38. Internal Service Provider
Key Performance Indicator
A service provider which functions within the business units they server.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
A group of people and the tools they use to perform one or more processes or activities.

39. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Provide overall planning for service transition and coordinate resources required for it
Speeds up resolution - Concern of data quality

40. What is the Information Security Policy?

41. What processes interfaces with Problem Management?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Business Continuity Plan
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
Carry out one or more process activities

42. What is a Process Owner's responsibility?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ownership regardless of escalation remains with the service desk

43. What are the objectives of the Capacity Management process?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Total Cost of Ownership
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

44. What is the definition of Service Improvement Plan?
Configuration Item
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Service Level Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

45. Who should the Information Security Policy be communicated to?
To provide best practice guidance to all types of organizations.
Key Performance Indicator
Everyone except for Type III service providers (third parties)
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.

46. SLA
1) Quality Service 2) Cost-effective Services
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
Service Level Agreement
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

47. UC
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Underpinning Contract
Action taken to recover after a failed change or release.

48. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

49. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
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
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni

50. What is ITIL?
Change Advisory Board
A set of best practice publications for IT service management
Makes use of knowledge to create value through well-informed decisions
- Budgeting - Accounting - Charging (Billing)