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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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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.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- 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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
2. ITSM
A customer requirement for an aspect of an IT service
Functional requirements - SLAs - benefits and design constraints
IT Service Management
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
3. What is governance and what does it do?
This is where the customer sees the actual value of the services
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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!
4. What is Data?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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
Lifecycle wide process and relevant to all lifecycles
A set of discrete facts
5. What is stored in the Service Knowledge Management System (SKMS)??
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To control lifecycle of all changes to be made with minimal disruption to services
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
- 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
6. What is the purpose of the Service Asset & Config Management (SACM) process?
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
Ensure assets required to deliver service are controlled and info is available for them
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
7. 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.)
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 -
A set of best practice publications for IT service management
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
8. What is the scope of the seven steps to improvement?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Accountable for the delivery of a specific service.
Inputs - Outputs - Activities - Measurements - Roles
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
9. What is technical management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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)
Makes use of knowledge to create value through well-informed decisions
10. What is the purpose of Business Impact Analysis (BISA?
To provide and maintain a single source of info on all operational and ready to be introduced services
To quantify the impact to the business that loss of service would have
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
11. What is a Service Pipeline?
All services under development - growth and Outlook.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A formal proposal for major changes that involve high cost - risk or org. impact.
12. What are two levels of availability?
Underpinning Contract
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A set of responsibilities defined in a process and assigned to a person or team.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
13. What are examples of Config Items?
Assets such as server licenses and software licenses.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.
14. SKMS
To provide a balanced view of overall service
Includes management of the component lifecycle of every CI (config item)
Service Desk - Technical management - IT Operation Management - Application Management
Service Knowledge Management System
15. What is the Organization Level Agreement?
To provide best practice guidance to all types of organizations.
- New service - Major change to service - Removal of service - Changes to the SDP itself
Provide overall planning for service transition and coordinate resources required for it
Agreement between an IT service provider and another part of same organization that assists with service provision
16. What is the Deming Cycle?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The phase that turns service strategy into a plan for delivering the business outcomes.
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.
17. Why is automation of technology and architecture beneficial?
Critical Success Factor
It can improve utility and warranty of services incresing value.
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
1) Preferences 2) Past experiences 3) Communications
18. What is the scope of Access Management?
Critical Success Factor
Executing the policies in information security management
A group of people and the tools they use to perform one or more processes or activities.
Makes use of knowledge to create value through well-informed decisions
19. What is a Resource?
Services that are no longer available.
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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
20. What are the objectives of Continual Service Improvement??
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- New service - Major change to service - Removal of service - Changes to the SDP itself
The result of an activity following a process or the delivery of a service.
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
21. What is the definition of Service Level Requirements?
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 -
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A customer requirement for an aspect of an IT service
22. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The process to ensure that the level of availability in services needs agrees with the required needs
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
23. What are the layers of the Configuration Management System (CMS)?
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
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 -
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
24. What is the purpose of Business Relationship Management??
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The level to which the service meets a customer's expectation.
Underpinning Contract
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
25. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Used to store and manage knowledge - info and data.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
26. What is a Service Portfolio?
- Budgeting - Accounting - Charging (Billing)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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
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.
27. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
28. What are the three types of services?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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.
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
29. OLA
Value of Investment
Operation Level Agreement
Underpinning Contract
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
30. Describe the IT Service Continuity 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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.
31. What is a Role?
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.
Request for Change
A set of responsibilities defined in a process and assigned to a person or team.
Governs the org's approach to Information Security Management
32. What communication is part of Service Operation?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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
Makes use of knowledge to create value through well-informed decisions
33. What is the purpose of the supplier management process?
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
Define steps required to restore business process following disruption
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The process that obtains value for money from suppliers.
34. Describe the Service Level Management process.
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.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
Accountable for the delivery of a specific service.
35. What are CSF's?
To quantify the impact to the business that loss of service would have
- 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
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
36. CMS
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
1. Business Service Catalogue 2. Technical Service Catalogue.
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
37. What is Request for Change (RFC)?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A formal proposal for a change
Qualitative and Quantitative
After closure and it is linked to major incident review
38. What is the Service Design Package?
Executing the policies in information security management
The result of an activity following a process or the delivery of a service.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
39. What is the purpose of the IT Service Continuity Management (ITSCM) process?
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.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
40. What is a problem?
The underlying cause of one or more failures
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Total Cost of Ownership
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
41. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Any event which disrupts - or which could disrupt - a service
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
42. What is Utility?
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
- Budgeting - Accounting - Charging (Billing)
The process to ensure that the level of availability in services needs agrees with the required needs
Fit for purpose-the functionality of a product or service to meet a particular need.
43. CAM
Change Advisory Board
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
Governs the org's approach to Information Security Management
- Vendor neutral - Non prescriptive - Best practice
44. 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
To provide best practice guidance to all types of organizations.
The system used to collect and manage Config Items (CI's)
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
45. Define Patterns of Business Activity (PBA)?
A group of people - tools and resources used to carry out a process activity.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
ensuer goals of service design stage are met with single point of coordination within this stage
To be accountable for the operational management of the process.
46. ECAB
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Emergency Change Advisory Board
- Manage access - Respond to requests for granting access - Oversee access
Change Advisory Board
47. What is the Service Level Agreement?
The level to which the service meets a customer's expectation.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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.
Key Performance Indicator
48. How is risk measured?
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
ensuer goals of service design stage are met with single point of coordination within this stage
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
49. What is the scope of Incident Management?
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 -
Any event which disrupts - or which could disrupt - a service
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
50. Who should the Information Security Policy be communicated to?
Up to each org to decide which service requests it will handle
Everyone except for Type III service providers (third parties)
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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