ITIL

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 Transition?
Pattern of Business Activity
Align new/changed services with business requirements - Maximize value to the business operations
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


2. What is a Role?
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
- 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
Set of responsibilities - activities and authorities granted to a person or a team.
- 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


3. ROI
Return on Investment
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A set of discrete facts
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


4. What are the three types of Service Providers??
It comes from providing context to data - Who? - What? - When? - Where?
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.
Internal Service Provider - Shared Service Unit - External Service Provider
Key Performance Indicator


5. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
- 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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
This is where the customer sees the actual value of the services


6. What is Change?
Responsible - Accountable - Consult - Inform
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Total Cost of Ownership
Addition - modification - removal of anything that could have an effect on IT services


7. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
A customer requirement for an aspect of an IT service
- 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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


8. What is the purpose of the Design Coordination process?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
ensuer goals of service design stage are met with single point of coordination within this stage
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


9. What are the five stages of the Service Lifecycle?
Ensure assets required to deliver service are controlled and info is available for them
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Used to store and manage knowledge - info and data.
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


10. What are the objectives of Request Fulfillment?
- 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.
Application support
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


11. What is the Information Security Policy?

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12. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


13. What is the RACI matrix?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Core Publications 2) Complimentary Guidance
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


14. What is the scope of Access Management?
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
Executing the policies in information security management
A set of discrete facts
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


15. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
A set of responsibilities defined in a process and assigned to a person or team.


16. What is the configuration baseline?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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.
1) Core Publications 2) Complimentary Guidance
The ability to detect events - make sense of them and determine right control action


17. What is the scope of Incident Management?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Any event which disrupts - or which could disrupt - a service
Fit for purpose-the functionality of a product or service to meet a particular need.
Data - Information - Knowledge - Wisdom


18. What is a Config Item (CI)?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A service asset that needs to be managed to deliver a service


19. How is risk measured?
Continual Service Improvement
- Vendor neutral - Non prescriptive - Best practice
Includes the processes - systems & functions to package - build - test and deploy a release in live use
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


20. 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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Return on Investment
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of


21. What are the objectives of Application Management?

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22. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Definitive Media Library
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


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

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24. What are the options of organizational structures of a service desk?
Service Knowledge Management System
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
To 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
Similar to incident model - For problems that have an expensive solution


25. What is the purpose of ITIL Core Publications?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To provide best practice guidance to all types of organizations.
Service Desk - Technical management - IT Operation Management - Application Management


26. What are the ITSCM process activities??
Business Continuity Plan
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The process in which goals and objectives of service design stage are met
Pattern of Business Activity (PBA)


27. Where is a role defined?
A role is defined in a process or function.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Define steps required to restore business process following disruption


28. What is the scope of the Service Level Management process?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- 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
1. Business Service Catalogue 2. Technical Service Catalogue.


29. What is Utilitiy?

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

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31. What are the five aspects of Service Design?
Data - Information - Knowledge - Wisdom
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


32. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Core Publications 2) Complimentary Guidance
- Change Management - Service Asset & Config Management - Knowledge Management
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


33. What is Warranty?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To plan - schedule & control the build - test & deployment of releases


34. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
- 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
All services under development - growth and Outlook.
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


35. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
Includes management of the component lifecycle of every CI (config item)
- Budgeting - Accounting - Charging (Billing)
The underlying cause of one or more failures


36. What is governance and what does it do?

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37. What is Remediation Planning?
Action taken to recover after a failed change or release.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Executing the policies in information security management
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


38. Describe the Service Level Management process.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
Governs the org's approach to Information Security Management


39. What is a workaround?
- 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
- 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 provided by an IT service provider made up of a combination of IT - people and processes.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


40. What is the scope of the Service Asset & Config Management (SACM) process?
Action taken to recover after a failed change or release.
Includes management of the component lifecycle of every CI (config item)
- 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
Emergency Change Advisory Board


41. What are the objectives of the Release & Deployment Management process?
intangible asset
Share perspectives - ideas - experience & info to enable informed decisions
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 -
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


42. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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.)


43. What are the two types of customers?
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


44. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Is responsible for managing applications through their lifecycle
Design - testing - improvements of CI's


45. What is the Organization Level Agreement?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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)
Agreement between an IT service provider and another part of same organization that assists with service provision
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...


46. What is a Resource?
Tangible assets
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To quantify the impact to the business that loss of service would have
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


47. What is the purpose of Service Catalogue Management?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
To provide a single source of information on all operational and ready for production services.
Set of responsibilities - activities and authorities granted to a person or a team.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


48. What drives service design?
Functional requirements - SLAs - benefits and design constraints
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


49. What is an Outcome?
The result of an activity following a process or the delivery of a service.
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


50. What is technical management?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management