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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 Business Value of Service Strategy?
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.
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 defines performance and the alignment of IT services with the business.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

2. OLA
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
Operation Level Agreement
- 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

3. What are the objectives of IT Operations Management?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Governs the org's approach to Information Security Management
A service asset that needs to be managed to deliver a service

4. UC
- 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
Underpinning Contract
A structured set of activities designed to accomplish a specific objective.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

5. BIA
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Known Error Database
Business Impact Analysis
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

6. Internal Service Provider
Everyone except for Type III service providers (third parties)
Executing the policies in information security management
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A service provider which functions within the business units they server.

7. What is the purpose of Business Relationship Management??
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Governs the org's approach to Information Security Management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

8. What is the scope of the Release & Deployment Management process?
Vital Business Function
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)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It covers: - design - implementation - measurement -management -improvement of service and component availability

9. What is governance and what does it do?

10. What activities support Continual Service Improvement?
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Similar to incident model - For problems that have an expensive solution
The phase that turns service strategy into a plan for delivering the business outcomes.
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab

11. What is Vital Business Functions?
Everyone except for Type III service providers (third parties)
A function that reflects the part of business process that is critical to success of business
Is responsible for managing applications through their lifecycle
IT Service Management

12. What does the service desk do??
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Share perspectives - ideas - experience & info to enable informed decisions
Carry out one or more process activities
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

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

14. When do you conduct a major problem review?
After closure and it is linked to major incident review
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Access - Identity - Rights - Service or Service Groups - Directory Services
Is a request from a user for info - advice - standard change - or access to an IT service

15. What is the purpose of ITIL Core Publications?
Lifecycle wide process and relevant to all lifecycles
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide best practice guidance to all types of organizations.
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.

16. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Internal Service Provider - Shared Service Unit - External Service Provider
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Utility 2) Warranty

17. CMDB
Up to each org to decide which service requests it will handle
A role is defined in a process or function.
Configuration Management Database
Configuration Item

18. What are the two types of Service Catalogues?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Everyone except for Type III service providers (third parties)
1. Business Service Catalogue 2. Technical Service Catalogue.
Configuration Management Database

19. Volume/Phase 3: Service Transition - What is it?
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.
Configuration Management System
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.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

20. What are two kinds of IT Services?
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

21. What is the role of Application Management?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- 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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

22. What is Information?
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?
A customer requirement for an aspect of an IT service
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

23. How do services facilitate outcomes?
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
The implementation and management of IT services that meet the needs of the business.
A group of people - tools and resources used to carry out a process activity.
By enhancing the performance of tasks and reducing the effect of constraints.

24. 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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To provide and maintain a single source of info on all operational and ready to be introduced services

25. BCM
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
Executing the policies in information security management
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
Business Continuity Management

26. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
Internal Service Provider - Shared Service Unit - External Service Provider
A function that reflects the part of business process that is critical to success of business

27. ECAB
Information Communication Technology
Key Performance Indicator
Emergency Change Advisory Board
Problem that has a documented root cause and workaround

28. What is Service Assets?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
The basis for value creation including both resources and capabilities
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.

29. What are the components of value?
It can identify weaknesses or areas of improvements.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom

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

31. What is the scope of the seven steps to improvement?
A set of discrete facts
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
Share perspectives - ideas - experience & info to enable informed decisions
Ownership regardless of escalation remains with the service desk

32. What is the Business Value of Service Design?
Up to each org to decide which service requests it will handle
Speeds up resolution - Concern of data quality
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Quality Service 2) Cost-effective Services

33. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Change Advisory Board
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

34. What is the definition of Service Level Requirements?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Information Communication Technology
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A customer requirement for an aspect of an IT service

35. What is the purpose of Service Transition?
The basis for value creation including both resources and capabilities
Information Technology Infrastructure Library
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

36. What is a Process Owner's responsibility?
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!
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It covers: - design - implementation - measurement -management -improvement of service and component availability
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

37. What is IT Service Management?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
The implementation and management of IT services that meet the needs of the business.
Tangible assets
- 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

38. 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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Information Technology Infrastructure Library
Service Knowledge Management System

39. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Information Technology Infrastructure Library

40. How do you categorize an incident?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Information Technology Infrastructure Library
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Keep it simple - Use multi-level categorization - Use categorization for reporting

41. What are the five aspects of Service Design?
The result of an activity following a process or the delivery of a service.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

42. PBA
Pattern of Business Activity
The basis for value creation including both resources and capabilities
Agreement between an IT service provider and another part of same organization that assists with service provision
To quantify the impact to the business that loss of service would have

43. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Release & Deployment - Transition Planning & Support
Functional requirements - SLAs - benefits and design constraints
1) Quality Service 2) Cost-effective Services

44. What are the objectives of Access Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Addition - modification - removal of anything that could have an effect on IT 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
- Manage access - Respond to requests for granting access - Oversee access

45. CI
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
To be accountable for the operational management of the process.
Request for Change
Configuration Item

46. What is Data?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A set of discrete facts
Design - testing - improvements of CI's
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

47. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Is a request from a user for info - advice - standard change - or access to an IT service
The ability to detect events - make sense of them and determine right control action

48. VOI
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Value of Investment
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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

49. What are the five Service Operation processes?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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)

50. CAM
Change Advisory Board
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- New service - Major change to service - Removal of service - Changes to the SDP itself
intangible asset