ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is IT Service Management?
A set of discrete facts
A formal proposal for a change
The implementation and management of IT services that meet the needs of the business.
- New service - Major change to service - Removal of service - Changes to the SDP itself


2. What is Service Assets?
The basis for value creation including both resources and capabilities
Pattern of Business Activity (PBA)
- New service - Major change to service - Removal of service - Changes to the SDP itself
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


3. What are the objectives of Application Management?

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4. What are Change Management Activities?
ensuer goals of service design stage are met with single point of coordination within this stage
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 -
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


5. What activities support Continual Service Improvement?
Pattern of Business Activity
It takes inputs and turn them into outputs.
The basis for value creation including both resources and capabilities
- 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


6. What are the three types of Service Providers??
Configuration Management Database
Everyone except for Type III service providers (third parties)
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Internal Service Provider - Shared Service Unit - External Service Provider


7. What is a Service Pipeline?
All services under development - growth and Outlook.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
The basis for value creation including both resources and capabilities


8. What is the scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
Single Point Of Contact
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
The phase that turns service strategy into a plan for delivering the business outcomes.


9. What is risk?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


10. What does a Release Policy include?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1) Quality Service 2) Cost-effective Services
Lifecycle wide process and relevant to all lifecycles


11. What are the objectives of Event Management?
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
It comes from providing context to data - Who? - What? - When? - Where?
ensuer goals of service design stage are met with single point of coordination within this stage
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


12. What cycles are associated with budgeting - accounting - charging?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


13. What is the scope of the Transition Planning & Support process?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


14. ICT
A set of activities to accomplish an objective.
A set of discrete facts
To provide a single source of information on all operational and ready for production services.
Information Communication Technology


15. What is Remediation Planning?
Action taken to recover after a failed change or release.
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
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
Is responsible for managing applications through their lifecycle


16. What are the design constraints for a service?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Supplier and Contract Management Information System
- Capability constraints - Resource constraints - Utility constraints - And more...
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


17. What are the components of the ITIL framework?
Emergency Change Advisory Board
Business Continuity Management
1) Core Publications 2) Complimentary Guidance
1) Preferences 2) Past experiences 3) Communications


18. What is the Capacity Plan?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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 -
A group of people - tools and resources used to carry out a process activity.


19. What is the purpose of Problem Management?
To control lifecycle of all changes to be made with minimal disruption to services
A set of responsibilities defined in a process and assigned to a person or team.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To be accountable for the operational management of the process.


20. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
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
Supplier and Contract Management Information System
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


21. What is a Change Proposal?
By enhancing the performance of tasks and reducing the effect of constraints.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Business Continuity Plan
A formal proposal for major changes that involve high cost - risk or org. impact.


22. What is Value?

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23. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
Definitive Media Library
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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!


24. What types of metrics are there and what are they??

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25. What is the purpose of Access Management?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To plan - schedule & control the build - test & deployment of releases
The underlying cause of one or more failures
Tp provide the right for users to be able to use a service or group of services


26. What is the scope of Availability Management process?
A set of activities to accomplish an objective.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
It covers: - design - implementation - measurement -management -improvement of service and component availability
ensuer goals of service design stage are met with single point of coordination within this stage


27. What is the relationship between Incidents and Problems?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
Incidents never become problems. They co-exist
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


28. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


29. What is Warranty?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Configuration Item
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


30. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


31. What are the phases of Release & Deployment?
The process that obtains value for money from suppliers.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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)


32. What is the Process Manager's responsibility?
1) Preferences 2) Past experiences 3) Communications
To control lifecycle of all changes to be made with minimal disruption to services
To be accountable for the operational management of the process.
By enhancing the performance of tasks and reducing the effect of constraints.


33. What are the objectives of the Release & Deployment Management process?
Services that provide customer with wanted business outcomes.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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 -
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


34. What is a known error?
Executing the policies in information security management
Application support
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Problem that has a documented root cause and workaround


35. What is the business value of Continual Service Improvement?
Data - Information - Knowledge - Wisdom
To provide a single source of information on all operational and ready for production services.
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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


36. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
A set of responsibilities defined in a process and assigned to a person or team.
A group of people - tools and resources used to carry out a process activity.


37. What is the purpose of the supplier management process?
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) Core Publications 2) Complimentary Guidance
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Single Point Of Contact


38. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Internal Service Provider - Shared Service Unit - External Service Provider
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


39. Why is automation of technology and architecture beneficial?
Return on Investment
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
It can improve utility and warranty of services incresing value.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


40. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
- 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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
By enhancing the performance of tasks and reducing the effect of constraints.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


41. What are the 4 levels of service provision expectations?

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42. What is the Business Value of Service Design?
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.)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Quality Service 2) Cost-effective Services
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


43. What are the five aspects of Service Design?
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)
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.
Addition - modification - removal of anything that could have an effect on IT services


44. What are the processes related to Service Design?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.
By enhancing the performance of tasks and reducing the effect of constraints.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


45. What are the objectives of technical management?

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46. What is the purpose of Continual Service Improvement?
Return on Investment
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


47. What are the supplier categories??
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
It takes inputs and turn them into outputs.
Strategic - Tactical - Operational - Commodity
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


48. How can the impact of risk be measured?
Configuration Management System
Supplier and Contract Management Information System
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Qualitative and Quantitative


49. CSF
Critical Success Factor
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Ownership regardless of escalation remains with the service desk
Everyone except for Type III service providers (third parties)


50. Describe Time Scales of Incident Management

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