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ITIL
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itil
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it-skills
Instructions:
Answer 50 questions in 15 minutes.
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study here
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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 is the Business Value of Service Strategy?
A formal proposal for a change
- 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 defines performance and the alignment of IT services with the business.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
2. What levels are baselines established at?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
A service asset that needs to be managed to deliver a service
Is responsible for managing applications through their lifecycle
3. What is the Known Error Database (KEDB)?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Lifecycle wide process and relevant to all lifecycles
Request for Change
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
4. What is the scope of change?
The phase that turns service strategy into a plan for delivering the business outcomes.
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
5. What are the the 4 P's in Service Design?
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
Similar to incident model - For problems that have an expensive solution
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
6. How do services facilitate outcomes?
To quantify the impact to the business that loss of service would have
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
By enhancing the performance of tasks and reducing the effect of constraints.
7. DML
Is a request from a user for info - advice - standard change - or access to an IT service
Definitive Media Library
The process in which goals and objectives of service design stage are met
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
8. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
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
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
Share perspectives - ideas - experience & info to enable informed decisions
9. What is the business value of Service Transition?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A group of people and the tools they use to perform one or more processes or activities.
Align new/changed services with business requirements - Maximize value to the business operations
10. What is a known error?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Makes use of knowledge to create value through well-informed decisions
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Problem that has a documented root cause and workaround
11. What are the basic concepts of Access Management?
A set of discrete facts
Carry out one or more process activities
Access - Identity - Rights - Service or Service Groups - Directory Services
Operation Level Agreement
12. What is the Service Design phase?
- 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
A set of activities to accomplish an objective.
Qualitative and Quantitative
The phase that turns service strategy into a plan for delivering the business outcomes.
13. What is Vital Business Functions?
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.
A function that reflects the part of business process that is critical to success of business
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.
Vital Business Function
14. Technical and Application Management are involved in ___________________
Design - testing - improvements of CI's
Critical Success Factor
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
15. What are the ISM concepts?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
To control lifecycle of all changes to be made with minimal disruption to services
16. What are the processes related to Service Design?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
17. What are the layers of the Configuration Management System (CMS)?
A set of discrete facts
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
18. 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
Return on Investment
Speeds up resolution - Concern of data quality
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
19. What is Service Assets?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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)
The basis for value creation including both resources and capabilities
20. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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
Vital Business Function
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
21. KPI
Key Performance Indicator
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- Capability constraints - Resource constraints - Utility constraints - And more...
22. What is the business value of the service desk?
Incidents never become problems. They co-exist
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
23. What is Data?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Strategic - Tactical - Operational - Commodity
A set of discrete facts
To provide best practice guidance to all types of organizations.
24. What are CSF's?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
It's he process responsible for managing the lifecycle of all service requests from users
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
25. What is the purpose of the Transition Planning & Support process?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Business Continuity Management
Provide overall planning for service transition and coordinate resources required for it
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
26. What are three types of events?
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
Configuration Management Database
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
Configuration Item
27. What is the purpose of Availability Management process?
1) Quality Service 2) Cost-effective Services
Speeds up resolution - Concern of data quality
It can improve utility and warranty of services incresing value.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
28. What is a Service?
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.
A formal proposal for major changes that involve high cost - risk or org. impact.
- Budgeting - Accounting - Charging (Billing)
Everyone except for Type III service providers (third parties)
29. KEDB
Known Error Database
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Addition - modification - removal of anything that could have an effect on IT services
30. What is stored in the Service Knowledge Management System (SKMS)??
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
31. How is the Service Design Package used?
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
32. A workload profile is also referred to as?
Critical Success Factor
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Pattern of Business Activity (PBA)
Configuration Management Database
33. Describe Time Scales of Incident Management
A set of discrete facts
1. Business Service Catalogue 2. Technical Service Catalogue.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
34. What is the Service Owner's responsibility?
Change Advisory Board
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Accountable for the delivery of a specific service.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
35. What interfacing processes are associated with Incident Management??
Critical Success Factor
Vital Business Function
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
36. What are the objectives of the Transition Planning & Support process?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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...
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Carry out one or more process activities
37. What is a basline measurement?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
38. ITSM
IT Service Management
Business Continuity Plan
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
39. What is the purpose of Service Transition?
Similar to incident model - For problems that have an expensive solution
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Speeds up resolution - Concern of data quality
To provide a balanced view of overall service
40. ECAB
Emergency Change Advisory Board
ensuer goals of service design stage are met with single point of coordination within this stage
To provide a balanced view of overall service
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
41. What is a benefit of a RACI matrix?
- 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 justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
It can identify weaknesses or areas of improvements.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
42. CMS
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.
Configuration Management System
Addition - modification - removal of anything that could have an effect on IT services
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.
43. What is a Function?
It covers: - design - implementation - measurement -management -improvement of service and component availability
A group of people - tools and resources used to carry out a process activity.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Known Error Database
44. What is Wisdom?
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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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
Makes use of knowledge to create value through well-informed decisions
45. What is the scope of Service Strategy??
Request for Change
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Access - Identity - Rights - Service or Service Groups - Directory Services
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
46. How is risk measured?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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)
Tangible assets
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
47. CAM
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A service provider which functions within the business units they server.
Change Advisory Board
48. What are four Service Level Agreement Frameworks??
- Capability constraints - Resource constraints - Utility constraints - And more...
The process that supports the Business Continuity Management process by managing risks that could affect services.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Fit for purpose-the functionality of a product or service to meet a particular need.
49. What are the Incident Management activities??
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The services themselves - Service management processes - Technology (management of infrastructure) - People
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 -
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)
50. What are examples of Config Items?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Assets such as server licenses and software licenses.
Business Continuity Management
Key Performance Indicator
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