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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. KPI
A formal proposal for major changes that involve high cost - risk or org. impact.
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.
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
Key Performance Indicator
2. What are the objectives of Request Fulfillment?
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
A service provider which functions within the business units they server.
- 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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
3. 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
Service Level Agreement
Fit for purpose-the functionality of a product or service to meet a particular need.
Includes management of the component lifecycle of every CI (config item)
4. What is Information?
Strategic - Tactical - Operational - Commodity
A service provided by an IT service provider made up of a combination of IT - people and processes.
- Change Management - Service Asset & Config Management - Knowledge Management
It comes from providing context to data - Who? - What? - When? - Where?
5. Volume/Phase 4: Service Operation - What is it?
ensuer goals of service design stage are met with single point of coordination within this stage
Services that are no longer available.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
6. How do you prioritize an incident?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A role is defined in a process or function.
7. What is the purpose of Event Management?
To control lifecycle of all changes to be made with minimal disruption to services
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
The ability to detect events - make sense of them and determine right control action
8. What are the objectives of the Knowledge Management process??
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
9. What are three types of events?
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) 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
A service provider which functions within the business units they server.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
10. What is the purpose of Business Relationship Management??
Inputs - Outputs - Activities - Measurements - Roles
Pattern of Business Activity
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.
11. What is Service Assets?
Change Advisory Board
The basis for value creation including both resources and capabilities
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
- Budgeting - Accounting - Charging (Billing)
12. What is Change?
The phase that turns service strategy into a plan for delivering the business outcomes.
The implementation and management of IT services that meet the needs of the business.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Addition - modification - removal of anything that could have an effect on IT services
13. What are examples of Config Items?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- Capability constraints - Resource constraints - Utility constraints - And more...
A group of people - tools and resources used to carry out a process activity.
Assets such as server licenses and software licenses.
14. What are the two primary elements of value?
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
1) Utility 2) Warranty
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.
15. What are the Capacity Sun- Processes?
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)
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
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.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
16. What is availability?
Lifecycle wide process and relevant to all lifecycles
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.
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
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 -
17. What is the Information Security Policy?
A role is defined in a process or function.
The process in which goals and objectives of service design stage are met
Governs the org's approach to Information Security Management
Application support
18. When is the Service Design Package created or edited?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- New service - Major change to service - Removal of service - Changes to the SDP itself
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Service Knowledge Management System
19. What is the role of technical management?
- 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 justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
20. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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
Change Advisory Board
21. What does a Service Strategy define??
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.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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
The phase that turns service strategy into a plan for delivering the business outcomes.
22. CI
Configuration Item
- Vendor neutral - Non prescriptive - Best practice
Addition - modification - removal of anything that could have an effect on IT services
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
23. What is an Event?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A formal proposal for major changes that involve high cost - risk or org. impact.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
24. What processes are related to of Service Operation??
Business Impact Analysis
Strategic - Tactical - Operational - Commodity
Configuration Item
Incident management - Problem management - Event management - Request Fulfillment - Access Management
25. What is a Service Portfolio?
Total Cost of Ownership
Lifecycle wide process and relevant to all lifecycles
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.
A service provided by an IT service provider made up of a combination of IT - people and processes.
26. PBA
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) Customer Perception 2) Customer Preference 3) Business Outcomes
Pattern of Business Activity
A group of people - tools and resources used to carry out a process activity.
27. RFC
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Value of Investment
Request for Change
- New service - Major change to service - Removal of service - Changes to the SDP itself
28. What is a Problem Model??
Business Continuity Plan
Is responsible for managing applications through their lifecycle
Similar to incident model - For problems that have an expensive solution
- 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
29. What Service Transition processes support all lifecycle phases?
- Manage access - Respond to requests for granting access - Oversee access
- Change Management - Service Asset & Config Management - Knowledge Management
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Application support
30. What does the service desk do??
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
31. What is the purpose of IT Operations Management?
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
32. What are some Service Level Management Activities?
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
Information Technology Infrastructure Library
A service provider which functions within the business units they server.
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
33. What is Value?
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
The level to which the service meets a customer's expectation.
It can identify weaknesses or areas of improvements.
To quantify the impact to the business that loss of service would have
34. What is the Process Manager's responsibility?
Service Knowledge Management System
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To be accountable for the operational management of the process.
35. What are the Incident Management activities??
- 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
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 -
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 Item
36. What is a Service Pipeline?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
All services under development - growth and Outlook.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
37. Detail the Process Manager's responsibilities
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
After closure and it is linked to major incident review
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The process that supports the Business Continuity Management process by managing risks that could affect services.
38. What is the purpose of the Information Security Management (ISM) process?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Underpinning Contract
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
39. What are the four Service Operation functions?
Pattern of Business Activity (PBA)
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Information Technology Infrastructure Library
40. What is the purpose of ITIL Core Publications?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To provide best practice guidance to all types of organizations.
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.
This is where the customer sees the actual value of the services
41. CAM
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) Customer Perception 2) Customer Preference 3) Business Outcomes
1. Business Service Catalogue 2. Technical Service Catalogue.
Change Advisory Board
42. Technical and Application Management are involved in ___________________
Design - testing - improvements of CI's
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
Addition - modification - removal of anything that could have an effect on IT services
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
43. What are the objectives of Problem Management?
Operation Level Agreement
The level to which the service meets a customer's expectation.
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
44. What is governance and what does it do?
Business Continuity Management
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!
- Capability constraints - Resource constraints - Utility constraints - And more...
A set of activities to accomplish an objective.
45. TCO
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Total Cost of Ownership
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A set of activities to accomplish an objective.
46. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- 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
Tangible assets
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
47. VBF
Underpinning Contract
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente
Vital Business Function
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)
48. BCP
Carry out one or more process activities
Business Continuity Plan
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
49. Why do organizations use ITIL?
The basis for value creation including both resources and capabilities
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.
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.
50. What are Change Management Activities?
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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