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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. Describe the Capacity Management process.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Includes management of the component lifecycle of every CI (config item)
- 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

2. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Information Technology Infrastructure Library
Set of responsibilities - activities and authorities granted to a person or a team.
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

3. What is the scope of the Service Design phase?
Ownership regardless of escalation remains with the service desk
- 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
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model

4. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
Similar to incident model - For problems that have an expensive solution
Action taken to recover after a failed change or release.
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.

5. What are the the 4 P's in Service Design?
Access - Identity - Rights - Service or Service Groups - Directory Services
The basis for value creation including both resources and capabilities
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to

6. What is a Function?
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 group of people - tools and resources used to carry out a process activity.
To provide best practice guidance to all types of organizations.
The process that supports the Business Continuity Management process by managing risks that could affect services.

7. SLM
Service Level Management
Fit for purpose-the functionality of a product or service to meet a particular need.
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 -
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

8. What is a Process?
A structured set of activities designed to accomplish a specific objective.
A set of discrete facts
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Critical Success Factor

9. What is the scope of the Service Asset & Config Management (SACM) process?
Inputs - Outputs - Activities - Measurements - Roles
Includes management of the component lifecycle of every CI (config item)
intangible asset
Share perspectives - ideas - experience & info to enable informed decisions

10. UC
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Underpinning Contract
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
To quantify the impact to the business that loss of service would have

11. What is a benefit of a RACI matrix?
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.
Provide overall planning for service transition and coordinate resources required for it
Incident management - Problem management - Event management - Request Fulfillment - Access Management
It can identify weaknesses or areas of improvements.

12. What is Warranty?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To provide a balanced view of overall service
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

13. What is the purpose of Continual Service Improvement?
Speeds up resolution - Concern of data quality
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

14. What are Change Management Activities?
- Vendor neutral - Non prescriptive - Best practice
Speeds up resolution - Concern of data quality
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and

15. CMS
- Manage access - Respond to requests for granting access - Oversee access
Configuration Management System
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.
intangible asset

16. What is the purpose of Availability Management process?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The phase that turns service strategy into a plan for delivering the business outcomes.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

17. What are the two types of customers?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
This is where the customer sees the actual value of the services
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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

18. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

19. Describe the Service Catalogue Management process.
1) Utility 2) Warranty
To provide and maintain a single source of info on all operational and ready to be introduced services
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
The process to ensure that the level of availability in services needs agrees with the required needs

20. External Service Provider
- 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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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.
Strategic - Tactical - Operational - Commodity

21. What is an incident?
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
Return on Investment
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

22. What should Major Problem Review focus on?
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 -
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

23. What are the options of organizational structures of a service desk?
- 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
Includes management of the component lifecycle of every CI (config item)
1) Preferences 2) Past experiences 3) Communications
Fit for Purpose - The functionality of a product or service from a customer's perspective.

24. What are the objectives of IT Operations Management?
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) 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)
Change Advisory Board
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

25. What is a Change Proposal?
Design - testing - improvements of CI's
Total Cost of Ownership
Business Continuity Management
A formal proposal for major changes that involve high cost - risk or org. impact.

26. What are the 4 P's in Service Design used for?
Lifecycle wide process and relevant to all lifecycles
A service provided by an IT service provider made up of a combination of IT - people and processes.
Provide overall planning for service transition and coordinate resources required for it
To provide a balanced view of overall service

27. CAB
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Change Advisory Board
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

28. What is Request for Change (RFC)?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A formal proposal for a change
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

29. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

30. What are the objectives of the Release & Deployment Management process?
The process that obtains value for money from suppliers.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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 -

31. What is Vital Business Functions?
It defines performance and the alignment of IT services with the business.
A function that reflects the part of business process that is critical to success of business
It comes from providing context to data - Who? - What? - When? - Where?
The implementation and management of IT services that meet the needs of the business.

32. What is the purpose of Application Management?
To provide a single source of information on all operational and ready for production services.
Is responsible for managing applications through their lifecycle
A service provided by an IT service provider made up of a combination of IT - people and processes.
It takes inputs and turn them into outputs.

33. What Service Transition processes support all lifecycle phases?
The process in which goals and objectives of service design stage are met
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
- Change Management - Service Asset & Config Management - Knowledge Management
Any event which disrupts - or which could disrupt - a service

34. RFC
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Request for Change
Any event which disrupts - or which could disrupt - a service
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

35. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
To provide and maintain a single source of info on all operational and ready to be introduced services
A service provided by an IT service provider made up of a combination of IT - people and processes.

36. What actvities does Business Relationship Management Activities refer to?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To provide best practice guidance to all types of organizations.
Underpinning Contract

37. BIA
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
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.
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...

38. SKMS
The system used to collect and manage Config Items (CI's)
By enhancing the performance of tasks and reducing the effect of constraints.
Service Knowledge Management System
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

39. What is the definition of Service Improvement Plan?
Business Impact Analysis
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

40. What are the two primary elements of value?
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
A service provider which functions within the business units they server.
A set of activities to accomplish an objective.
1) Utility 2) Warranty

41. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- 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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and

42. What is the purpose of Request Fulfillment?

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43. What is a Problem Model??
Speeds up resolution - Concern of data quality
Similar to incident model - For problems that have an expensive solution
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Supplier and Contract Management Information System

44. What is the scope of change?
To plan - schedule & control the build - test & deployment of releases
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A set of discrete facts
Similar to incident model - For problems that have an expensive solution

45. What is the business value of Continual Service Improvement?
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
It can improve utility and warranty of services incresing value.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Design - testing - improvements of CI's

46. DIKW
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
Data - Information - Knowledge - Wisdom
It comes from providing context to data - Who? - What? - When? - Where?
Business Continuity Plan

47. What is the business value of Service Operation?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
This is where the customer sees the actual value of the services
Total Cost of Ownership

48. What is the scope of Service Strategy??

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49. What do Change Models have?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

50. What is an IT Service?
Emergency Change Advisory Board
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Tp provide the right for users to be able to use a service or group of services