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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.
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 does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Utility 2) Warranty
The system used to collect and manage Config Items (CI's)
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)

2. What is the scope of the Transition Planning & Support process?
Design - testing - improvements of CI's
Set of responsibilities - activities and authorities granted to a person or a team.
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

3. What are the options of organizational structures of a service desk?
- Vendor neutral - Non prescriptive - Best practice
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
Executing the policies in information security management
- 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

4. What are the ITSCM process activities??
Request for Change
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

5. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
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.
Any event which disrupts - or which could disrupt - a service
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

6. What is the scope of Service Transition?
Change Advisory Board
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

7. What activities support Continual Service Improvement?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
- 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
Configuration Management System

8. Resources are _____
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Information Technology Infrastructure Library
Tangible assets

9. What is the purpose of the Capacity Management process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A customer requirement for an aspect of an IT service
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

10. What are two levels of availability?
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Business Impact Analysis

11. What are the objectives of the Service Design phase?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

12. When do you conduct a major problem review?
Inputs - Outputs - Activities - Measurements - Roles
The ability to detect events - make sense of them and determine right control action
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
After closure and it is linked to major incident review

13. What is Warranty?
Internal Service Provider - Shared Service Unit - External Service Provider
Key Performance Indicator
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

14. What is Remediation Planning?
Agreement between an IT service provider and another part of same organization that assists with service provision
Action taken to recover after a failed change or release.
A formal proposal for major changes that involve high cost - risk or org. impact.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

15. SKMS
Makes use of knowledge to create value through well-informed decisions
It takes inputs and turn them into outputs.
- Vendor neutral - Non prescriptive - Best practice
Service Knowledge Management System

16. What is Data?
Service Asset and Configuration Management
A set of discrete facts
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

17. What is Request for Change (RFC)?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
A formal proposal for a change
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

18. What is governance and what does it do?

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19. VBF
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Vital Business Function
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

20. What is a Function?
A group of people and the tools they use to perform one or more processes or activities.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
IT Service Management

21. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

22. What is risk?
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Configuration Item
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

23. What is the definition of a Service Level Agreement Monitoring Chart?
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Preferences 2) Past experiences 3) Communications

24. What are Retired Services?
Executing the policies in information security management
The process to ensure that the level of availability in services needs agrees with the required needs
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.
Services that are no longer available.

25. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Service Level Management
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
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.

26. What is a Business Case?
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)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

27. What is the scope of Availability Management process?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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...
It covers: - design - implementation - measurement -management -improvement of service and component availability
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

28. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
The implementation and management of IT services that meet the needs of the business.

29. What are the objectives of Service Operation?
- 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
IT Service Management
The process that supports the Business Continuity Management process by managing risks that could affect services.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

30. What is the purpose of IT Operations Management?
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
- 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
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
Addition - modification - removal of anything that could have an effect on IT services

31. Internal Service Provider
A service provider which functions within the business units they server.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- 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

32. What types of metrics are there and what are they??

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33. What is a Problem Model??
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A service asset that needs to be managed to deliver a service
Services that provide customer with wanted business outcomes.
Similar to incident model - For problems that have an expensive solution

34. What should an incident model include??
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
Service Knowledge Management System
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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

35. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
1. Business Service Catalogue 2. Technical Service Catalogue.
Business Continuity Plan
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

36. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Business Continuity Plan
Return on Investment
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

37. SPOC
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To provide best practice guidance to all types of organizations.
Single Point Of Contact
Critical Success Factor

38. What is the Service Level Agreement?
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
A customer requirement for an aspect of an IT service
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.

39. What is the Snapshot?
The basis for value creation including both resources and capabilities
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.
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!
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

40. What are the Service Strategy processes and functions?
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...
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Set of responsibilities - activities and authorities granted to a person or a team.

41. Describe Time Scales of Incident Management

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42. ITSM
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Everyone except for Type III service providers (third parties)
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 Service Management

43. What are the Service Transition processes??
Addition - modification - removal of anything that could have an effect on IT services
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Known Error Database

44. Describe the Capacity Management process.
- Change Management - Service Asset & Config Management - Knowledge Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

45. What is the objective of Service Strategy
- 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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

46. IT Ops and Application Management are involved in _____________________
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Application support
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...
- Vendor neutral - Non prescriptive - Best practice

47. How do you prioritize an incident?
Key Performance Indicator
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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 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

48. Technical and Application Management are involved in ___________________

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49. What is an Outcome?
Underpinning Contract
The result of an activity following a process or the delivery of a service.
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk

50. PBA
Pattern of Business Activity
Accountable for the delivery of a specific service.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
1) Core Publications 2) Complimentary Guidance

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