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ITIL
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certifications
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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. CSF
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.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Critical Success Factor
2. What are the three Service Design Agreements?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Business Continuity Plan
3. What is the content of a Business Case?
Service Asset and Configuration Management
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
4. What Service Transition processes primarily support the Service Transition phase?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Operation Level Agreement
- Release & Deployment - Transition Planning & Support
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
5. What is the role of Application Management?
Pattern of Business Activity (PBA)
- 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 set of discrete facts
After closure and it is linked to major incident review
6. What is a basline measurement?
Ensure assets required to deliver service are controlled and info is available for them
Similar to incident model - For problems that have an expensive solution
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Return on Investment
7. What are examples of Config Items?
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
Design - testing - improvements of CI's
Assets such as server licenses and software licenses.
Up to each org to decide which service requests it will handle
8. What are the objectives of Problem Management?
A set of discrete facts
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
9. What is the Capacity Plan?
The basis for value creation including both resources and capabilities
Known Error Database
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
10. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A set of responsibilities defined in a process and assigned to a person or team.
- Budgeting - Accounting - Charging (Billing)
The phase that turns service strategy into a plan for delivering the business outcomes.
11. SKMS
Service Knowledge Management System
Is responsible for managing applications through their lifecycle
Lifecycle wide process and relevant to all lifecycles
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
12. What is the purpose of the even steps to improvement?
- 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
It's he process responsible for managing the lifecycle of all service requests from users
A formal proposal for major changes that involve high cost - risk or org. impact.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
13. What is technical management?
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Carry out one or more process activities
14. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A set of responsibilities defined in a process and assigned to a person or team.
Operation Level Agreement
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
15. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The process to ensure that the level of availability in services needs agrees with the required needs
16. What is the business value of Continual Service Improvement?
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
Information Communication Technology
- New service - Major change to service - Removal of service - Changes to the SDP itself
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
17. RFC
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Request for Change
- New service - Major change to service - Removal of service - Changes to the SDP itself
IT Service Management
18. What processes interfaces with Problem Management?
The services themselves - Service management processes - Technology (management of infrastructure) - People
A set of responsibilities defined in a process and assigned to a person or team.
Define steps required to restore business process following disruption
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
19. SPOC
A set of responsibilities defined in a process and assigned to a person or team.
Single Point Of Contact
By enhancing the performance of tasks and reducing the effect of constraints.
Service Asset and Configuration Management
20. What is a Function?
A group of people - tools and resources used to carry out a process activity.
The ability to detect events - make sense of them and determine right control action
Service Asset and Configuration Management
Everyone except for Type III service providers (third parties)
21. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
22. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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.
Key Performance Indicator
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
23. What is Utility?
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.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The phase that turns service strategy into a plan for delivering the business outcomes.
Fit for purpose-the functionality of a product or service to meet a particular need.
24. What is the purpose of Service Strategy?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
25. 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
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 = 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)
1) Preferences 2) Past experiences 3) Communications
26. What are the components of the ITIL framework?
1) Core Publications 2) Complimentary Guidance
The process that obtains value for money from suppliers.
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
Configuration Management Database
27. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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
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.
28. What levels are baselines established at?
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Functional requirements - SLAs - benefits and design constraints
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
29. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
30. What are the two types of Service Catalogues?
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
1. Business Service Catalogue 2. Technical Service Catalogue.
Agreement between an IT service provider and another part of same organization that assists with service provision
It defines performance and the alignment of IT services with the business.
31. What is Service Assets?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To plan - schedule & control the build - test & deployment of releases
The basis for value creation including both resources and capabilities
32. What is a Capability?
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Action taken to recover after a failed change or release.
33. What are the activities associated with Problem Management?
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.
Information Communication Technology
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
34. What is Knowledge?
Service Knowledge Management System
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Service Asset and Configuration Management
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
35. What is risk?
The process to ensure that the level of availability in services needs agrees with the required needs
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- 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
Keep it simple - Use multi-level categorization - Use categorization for reporting
36. What is stored in the Service Knowledge Management System (SKMS)??
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
Return on Investment
- Manage access - Respond to requests for granting access - Oversee access
37. What are the four Service Operation functions?
Underpinning Contract
Application support
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
38. When is the Service Design Package created or edited?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- New service - Major change to service - Removal of service - Changes to the SDP itself
Services that provide customer with wanted business outcomes.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
39. 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
Access - Identity - Rights - Service or Service Groups - Directory Services
Information Technology Infrastructure Library
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
40. What is the definition of a Service Review?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A service asset that needs to be managed to deliver a service
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
41. What is the scope of the Release & Deployment Management process?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Share perspectives - ideas - experience & info to enable informed decisions
Everyone except for Type III service providers (third parties)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
42. What does a Service Strategy define??
Vital Business Function
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.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The phase that turns service strategy into a plan for delivering the business outcomes.
43. What is the objective of Service Strategy
It's he process responsible for managing the lifecycle of all service requests from users
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Makes use of knowledge to create value through well-informed decisions
44. VOI
- Change Management - Service Asset & Config Management - Knowledge Management
It comes from providing context to data - Who? - What? - When? - Where?
Value of Investment
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
45. What is the scope of Request Fulfillment?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Up to each org to decide which service requests it will handle
To provide a single source of information on all operational and ready for production services.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
46. What is a Service Pipeline?
All services under development - growth and Outlook.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
47. What is Value?
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
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The level to which the service meets a customer's expectation.
48. What are the objectives of the Release & Deployment Management process?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
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 -
49. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
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
Operation Level Agreement
Strategic - Tactical - Operational - Commodity
50. 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)
A service asset that needs to be managed to deliver a service
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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