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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 a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Return on Investment

2. Who should the Information Security Policy be communicated to?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To control lifecycle of all changes to be made with minimal disruption to services
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
Everyone except for Type III service providers (third parties)

3. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
Any event which disrupts - or which could disrupt - a service
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application 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

4. What are the objectives of Access Management?
A customer requirement for an aspect of an IT service
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Manage access - Respond to requests for granting access - Oversee access
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

5. Why do organizations use ITIL?
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.
Services that are no longer available.
Operation Level Agreement
All services under development - growth and Outlook.

6. What are Retired Services?
- 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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Services that are no longer available.

7. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Services that are no longer available.
Request for Change
Keep it simple - Use multi-level categorization - Use categorization for reporting

8. Volume/Phase 3: Service Transition - What is it?
- Budgeting - Accounting - Charging (Billing)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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.
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

9. What is a Service Catalogue?
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

10. What is Utilitiy?

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11. What is the Organization Level Agreement?
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
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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
- Release & Deployment - Transition Planning & Support

12. ITIL
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Information Technology Infrastructure Library

13. What are the components of the ITIL framework?
Data - Information - Knowledge - Wisdom
Service Asset and Configuration Management
1) Core Publications 2) Complimentary Guidance
A customer requirement for an aspect of an IT service

14. What is the scope of Problem Management?
A set of best practice publications for IT service management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Provide overall planning for service transition and coordinate resources required for it
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

15. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
By enhancing the performance of tasks and reducing the effect of constraints.

16. What is the Service Design Package?
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.
It comes from providing context to data - Who? - What? - When? - Where?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

17. ITSM
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A set of discrete facts
After closure and it is linked to major incident review
IT Service Management

18. What are the objectives of the Transition Planning & Support process?
Makes use of knowledge to create value through well-informed decisions
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
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
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...

19. What are the objectives of the Capacity Management process?
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
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
Continual Service Improvement
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

20. What is the Configuration Management System (CMS)?

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21. What two processes is Problem Management made up of?
Qualitative and Quantitative
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- 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

22. What are the objectives of the Knowledge Management process??
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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...
It defines performance and the alignment of IT services with the business.
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

23. What are the two types of customers?
- 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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Emergency Change Advisory Board

24. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Change Advisory Board
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Any event which disrupts - or which could disrupt - a service

25. What is the scope of the Transition Planning & Support process?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A service provided by an IT service provider made up of a combination of IT - people and processes.
Qualitative and Quantitative
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

26. What are two kinds of IT Services?
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
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
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.)
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

27. What are the objectives of Event Management?
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
Addition - modification - removal of anything that could have an effect on IT services
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
This is where the customer sees the actual value of the services

28. What is a Role?
The result of an activity following a process or the delivery of a service.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To be accountable for the operational management of the process.
Set of responsibilities - activities and authorities granted to a person or a team.

29. What are the objectives of the Service Design phase?
A service asset that needs to be managed to deliver a service
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Is responsible for managing applications through their lifecycle

30. What is Value?

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31. A workload profile is also referred to as?
To provide best practice guidance to all types of organizations.
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
Pattern of Business Activity (PBA)
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 -

32. What is Warranty?
Define steps required to restore business process following disruption
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
To 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

33. What is the purpose of Service Strategy?

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34. CAM
Change Advisory Board
- 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
Pattern of Business Activity
Strategic - Tactical - Operational - Commodity

35. What are the three types of Service Providers??
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Internal Service Provider - Shared Service Unit - External Service Provider

36. CSF
Critical Success Factor
Return on Investment
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Provide overall planning for service transition and coordinate resources required for it

37. What influences the expected service?
Up to each org to decide which service requests it will handle
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
1) Preferences 2) Past experiences 3) Communications

38. Detail the Process Owner's responsibilities
- New service - Major change to service - Removal of service - Changes to the SDP itself
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'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
- Capability constraints - Resource constraints - Utility constraints - And more...

39. What communication is part of Service Operation?
Agreement between an IT service provider and another part of same organization that assists with service provision
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Preferences 2) Past experiences 3) Communications

40. What are the two views of the Service Catalogue?
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)
Agreement between an IT service provider and another part of same organization that assists with service provision
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
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

41. Describe the Information Security Management process.
Up to each org to decide which service requests it will handle
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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.

42. What is Knowledge?
Request for Change
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Design - testing - improvements of CI's
Access - Identity - Rights - Service or Service Groups - Directory Services

43. What characteristics does a process have?
Total Cost of Ownership
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

44. What are the processes related to Service Design?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

45. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Change Advisory Board

46. What is the Deming Cycle?
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.
Configuration Item
- 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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

47. What is a Service?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- 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

48. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Business Continuity Plan
Continual Service Improvement
Single Point Of Contact

49. SPOC
Single Point Of Contact
1) Quality Service 2) Cost-effective Services
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)
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

50. IT Ops and Application Management are involved in _____________________
All services under development - growth and Outlook.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Accountable for the delivery of a specific service.
Application support