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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. How do services facilitate outcomes?
To control lifecycle of all changes to be made with minimal disruption to services
Continual Service Improvement
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.
By enhancing the performance of tasks and reducing the effect of constraints.
2. A capability is an _________________
All services under development - growth and Outlook.
To quantify the impact to the business that loss of service would have
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
intangible asset
3. What is the scope of the seven steps to improvement?
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.
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
- 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
Assets such as server licenses and software licenses.
4. What is the scope of the Release & Deployment Management process?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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.
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
Includes the processes - systems & functions to package - build - test and deploy a release in live use
5. What is the business value of Continual Service Improvement?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A function that reflects the part of business process that is critical to success of business
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!
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
6. What is a problem?
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 -
The underlying cause of one or more failures
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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
7. What is the purpose of Continual Service Improvement?
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
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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
8. What are the objectives of technical management?
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)
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
9. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Accountable for the delivery of a specific service.
A structured set of activities designed to accomplish a specific objective.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
10. What are the objectives of Access Management?
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
- Manage access - Respond to requests for granting access - Oversee access
Up to each org to decide which service requests it will handle
Service Level Agreement
11. What is the Configuration Management System (CMS)?
Define steps required to restore business process following disruption
Services that provide customer with wanted business outcomes.
The system used to collect and manage Config Items (CI's)
A customer requirement for an aspect of an IT service
12. What are the objectives of the Capacity Management process?
Qualitative and Quantitative
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- Capability constraints - Resource constraints - Utility constraints - And more...
13. What are examples of Config Items?
This is where the customer sees the actual value of the services
It defines performance and the alignment of IT services with the business.
Assets such as server licenses and software licenses.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
14. What are the layers of the Configuration Management System (CMS)?
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.)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
By enhancing the performance of tasks and reducing the effect of constraints.
To control lifecycle of all changes to be made with minimal disruption to services
15. Detail the Service Owner's repsonsibility.
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
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
A structured set of activities designed to accomplish a specific objective.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
16. ICT
Align new/changed services with business requirements - Maximize value to the business operations
Continual Service Improvement
Information Communication Technology
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
17. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A service asset that needs to be managed to deliver a service
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
18. What is availability?
IT Service Management
Supplier and Contract Management Information System
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
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.
19. SPOC
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Single Point Of Contact
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. VOI
- 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
Value of Investment
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Business Continuity Plan
21. What are the objectives of the Release & Deployment Management process?
To provide a balanced view of overall service
- Manage access - Respond to requests for granting access - Oversee access
It can improve utility and warranty of services incresing value.
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 -
22. What Service Transition processes primarily support the Service Transition phase?
Continual Service Improvement
Agreement between an IT service provider and another part of same organization that assists with service provision
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
- Release & Deployment - Transition Planning & Support
23. 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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Internal Service Provider - Shared Service Unit - External Service Provider
- Release & Deployment - Transition Planning & Support
24. What is the purpose of Service Transition?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
25. What is a known error?
The process to ensure that the level of availability in services needs agrees with the required needs
A structured set of activities designed to accomplish a specific objective.
Problem that has a documented root cause and workaround
Inputs - Outputs - Activities - Measurements - Roles
26. DML
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Definitive Media Library
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
27. What is the Known Error Database (KEDB)?
- 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) Quality Service 2) Cost-effective Services
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Business Impact Analysis
28. What is the CSI approach?
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
A set of responsibilities defined in a process and assigned to a person or team.
29. What is Information?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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
It comes from providing context to data - Who? - What? - When? - Where?
Change Advisory Board
30. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Business Impact Analysis
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A set of activities to accomplish an objective.
31. What is Data?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A set of discrete facts
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
32. What are the two types of Service Catalogues?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1. Business Service Catalogue 2. Technical Service Catalogue.
Pattern of Business Activity
Vital Business Function
33. What are three types of events?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Business Continuity Plan
Inputs - Outputs - Activities - Measurements - Roles
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
34. ITIL
Information Technology Infrastructure Library
- New service - Major change to service - Removal of service - Changes to the SDP itself
Tp provide the right for users to be able to use a service or group of services
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
35. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Definitive Media Library
To provide a single source of information on all operational and ready for production services.
36. What levels are baselines established at?
To provide and maintain a single source of info on all operational and ready to be introduced services
- Release & Deployment - Transition Planning & Support
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.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
37. What is the Definitive Media Library?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Define steps required to restore business process following disruption
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
38. Why do organizations use ITIL?
Share perspectives - ideas - experience & info to enable informed decisions
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 covers: - design - implementation - measurement -management -improvement of service and component availability
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.
39. What is Change Advisory Board (CAB)?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Define steps required to restore business process following disruption
40. What are the components of IT Operations Management?
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
41. What is the objective of Service Strategy
IT Service Management
Configuration Item
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
The implementation and management of IT services that meet the needs of the business.
42. What is the purpose of the Knowledge Management process?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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.
Speeds up resolution - Concern of data quality
Share perspectives - ideas - experience & info to enable informed decisions
43. Who are the Key Stakeholders?
Value of Investment
Functional requirements - SLAs - benefits and design constraints
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
44. What is the scope of the Knowledge Management process?
Change Advisory Board
- Change Management - Service Asset & Config Management - Knowledge Management
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Lifecycle wide process and relevant to all lifecycles
45. What is the purpose of Incident Management?
Service Level Management
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Core Publications 2) Complimentary Guidance
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
46. What is the scope of Event Management?
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) 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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.
47. What is Service Assets?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- Change Management - Service Asset & Config Management - Knowledge Management
The basis for value creation including both resources and capabilities
Is a notification that a threshold has been reached - something has changed - or a failure has occured
48. What is Business Value?
Services that provide customer with wanted business outcomes.
- 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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
49. What is the purpose of ITIL Core Publications?
Configuration Management System
To provide best practice guidance to all types of organizations.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Agreement between an IT service provider and another part of same organization that assists with service provision
50. Describe the Supplier Management process.
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)
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The process that obtains value for money from suppliers.
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