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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 are the two types of customers?
Business Continuity Plan
Definitive Media Library
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

2. ICT
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.
- 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
Information Communication Technology
Emergency Change Advisory Board

3. What do Change Models have?
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.
Pattern of Business Activity
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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

4. What is a Business Continuity Plan?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define steps required to restore business process following disruption
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Service Knowledge Management System

5. What levels are baselines established at?

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6. Describe the Service Catalogue Management process.
Accountable for the delivery of a specific service.
To provide and maintain a single source of info on all operational and ready to be introduced services
- 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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

7. What is the Business Value of Service Design?
The ability to detect events - make sense of them and determine right control action
1) Quality Service 2) Cost-effective Services
Is a request from a user for info - advice - standard change - or access to an IT service
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

8. Why is ITIL successful?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Executing the policies in information security management
- Vendor neutral - Non prescriptive - Best practice
A set of discrete facts

9. What is the scope of Availability Management process?
- Capability constraints - Resource constraints - Utility constraints - And more...
- 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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It covers: - design - implementation - measurement -management -improvement of service and component availability

10. What is a Capability?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

11. What is the Definitive Media Library?

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12. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A set of discrete facts
Pattern of Business Activity (PBA)
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

13. What are the basic concepts of Access Management?
Business Continuity Plan
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.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Access - Identity - Rights - Service or Service Groups - Directory Services

14. What two processes is Problem Management made up of?
IT Service Management
A set of discrete facts
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)
- 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

15. What is the business value of Service Operation?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Up to each org to decide which service requests it will handle
This is where the customer sees the actual value of the services

16. What is an Event?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To provide and maintain a single source of info on all operational and ready to be introduced services
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

17. Internal Service Provider
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A service provider which functions within the business units they server.
Everyone except for Type III service providers (third parties)
Used to store and manage knowledge - info and data.

18. What is the purpose of Problem Management?
Inputs - Outputs - Activities - Measurements - Roles
The result of an activity following a process or the delivery of a service.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The basis for value creation including both resources and capabilities

19. What is Change Advisory Board (CAB)?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- 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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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

20. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Pattern of Business Activity
The process that supports the Business Continuity Management process by managing risks that could affect services.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

21. PBA
Fit for Purpose - The functionality of a product or service from a customer's perspective.
After closure and it is linked to major incident review
Pattern of Business Activity
To provide best practice guidance to all types of organizations.

22. What is the scope of Service Strategy??

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23. What is a Function?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Ownership regardless of escalation remains with the service desk
A group of people - tools and resources used to carry out a process activity.
A service asset that needs to be managed to deliver a service

24. Shared Services Unit
The process that obtains value for money from suppliers.
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.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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

25. What processes does the Change Management process interface with?
Share perspectives - ideas - experience & info to enable informed decisions
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Ownership regardless of escalation remains with the service desk
It comes from providing context to data - Who? - What? - When? - Where?

26. What are Change Management Activities?
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
The process in which goals and objectives of service design stage are met
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A set of discrete facts

27. What is the purpose of Business Relationship Management??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.
Single Point Of Contact
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

28. What is a Process Owner's responsibility?
ensuer goals of service design stage are met with single point of coordination within this stage
Strategic - Tactical - Operational - Commodity
1. Business Service Catalogue 2. Technical Service Catalogue.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

29. What is a Resource?
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Addition - modification - removal of anything that could have an effect on IT services

30. Detail the Process Owner's responsibilities
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
Configuration Management System
A set of activities to accomplish an objective.
Provide overall planning for service transition and coordinate resources required for it

31. Describe the Service Level Management process.
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
Service Asset and Configuration Management
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

32. What is the Deming Cycle?
Change Advisory Board
A set of discrete facts
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.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

33. What are the components of value?
- Change Management - Service Asset & Config Management - Knowledge Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.

34. Volume/Phase 3: Service Transition - What is it?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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
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.
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.

35. 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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Service Level Management
Business Impact Analysis

36. What processes interfaces with Problem Management?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
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.
The process to ensure that the level of availability in services needs agrees with the required needs
- Release & Deployment - Transition Planning & Support

37. Volume/Phase 4: Service Operation - What is it?
Service Level Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
IT Service Management
It takes inputs and turn them into outputs.

38. What is a workaround?
Service Knowledge Management System
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Executing the policies in information security management

39. CSI
Continual Service Improvement
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

40. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
It's he process responsible for managing the lifecycle of all service requests from users
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.

41. Resources are _____
A service provider which functions within the business units they server.
Tangible assets
Set of responsibilities - activities and authorities granted to a person or a team.
- Budgeting - Accounting - Charging (Billing)

42. What is the role of technical management?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
- 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
Includes the processes - systems & functions to package - build - test and deploy a release in live use

43. What are some Service Level Management Activities?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Qualitative and Quantitative
The services themselves - Service management processes - Technology (management of infrastructure) - People
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

44. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The process that supports the Business Continuity Management process by managing risks that could affect services.
Responsible - Accountable - Consult - Inform

45. BCP
Used to store and manage knowledge - info and data.
Includes management of the component lifecycle of every CI (config item)
Business Continuity Plan
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

46. What is the purpose of ITIL Core Publications?
After closure and it is linked to major incident review
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.
To provide best practice guidance to all types of organizations.
Ownership regardless of escalation remains with the service desk

47. What is the scope of Continual Service Improvement??
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Agreement between an IT service provider and another part of same organization that assists with service provision

48. How can the impact of risk be measured?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Qualitative and Quantitative
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
The phase that turns service strategy into a plan for delivering the business outcomes.

49. Who should the Information Security Policy be communicated to?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It's he process responsible for managing the lifecycle of all service requests from users
- Manage access - Respond to requests for granting access - Oversee access
Everyone except for Type III service providers (third parties)

50. What is the content of a Business Case?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- 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
A structured set of activities designed to accomplish a specific objective.