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ITIL

Subjects : certifications, itil, 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. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
Known Error Database

2. What should Major Problem Review focus on?
It covers: - design - implementation - measurement -management -improvement of service and component availability
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A set of activities to accomplish an objective.
The system used to collect and manage Config Items (CI's)

3. What is the scope of the seven steps to improvement?
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
Pattern of Business Activity (PBA)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

4. What is Wisdom?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Makes use of knowledge to create value through well-informed decisions
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

5. What is Vital Business Functions?
ensuer goals of service design stage are met with single point of coordination within this stage
A function that reflects the part of business process that is critical to success of business
- Change Management - Service Asset & Config Management - Knowledge Management
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

6. What is the Deming Cycle?
Assets such as server licenses and software licenses.
Vital Business Function
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.
Information Technology Infrastructure Library

7. What are the objectives of Service Operation?
- 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
intangible asset
To provide and maintain a single source of info on all operational and ready to be introduced services
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.

8. What is the purpose of Service Catalogue Management?
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)
To provide a single source of information on all operational and ready for production services.
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
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk

9. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The phase that turns service strategy into a plan for delivering the business outcomes.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

10. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- 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

11. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Agreement between an IT service provider and another part of same organization that assists with service provision
Fit for Purpose - The functionality of a product or service from a customer's perspective.

12. 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
Pattern of Business Activity
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Inputs - Outputs - Activities - Measurements - Roles

13. What are two kinds of IT Services?
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.)
A group of people - tools and resources used to carry out a process activity.
Tangible assets
Provide overall planning for service transition and coordinate resources required for it

14. What is a Config Item (CI)?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Responsible - Accountable - Consult - Inform
- 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
A service asset that needs to be managed to deliver a service

15. What does a process do?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It takes inputs and turn them into outputs.
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

16. What is a Function?
A group of people - tools and resources used to carry out a process activity.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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.

17. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
IT Service Management
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
To plan - schedule & control the build - test & deployment of releases

18. What is a Role?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Set of responsibilities - activities and authorities granted to a person or a team.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Fit for purpose-the functionality of a product or service to meet a particular need.

19. What are the objectives of Availability Management process?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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)
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
Everyone except for Type III service providers (third parties)

20. What are some Service Level Management Activities?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
Responsible - Accountable - Consult - Inform
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

21. ECAB
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
Emergency Change Advisory Board

22. What is the scope of the Service Level Management process?
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

23. What does a Release Policy include?
Known Error Database
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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.)
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

24. What are the components of value?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Everyone except for Type III service providers (third parties)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

25. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
IT Service Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

26. What is a Business Continuity Plan?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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)
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Define steps required to restore business process following disruption

27. What are the ITSCM process activities??
Set of responsibilities - activities and authorities granted to a person or a team.
A customer requirement for an aspect of an IT service
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)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

28. What is Warranty?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Business Continuity Management

29. What are the three types of Service Providers??
Access - Identity - Rights - Service or Service Groups - Directory Services
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
It defines performance and the alignment of IT services with the business.
Internal Service Provider - Shared Service Unit - External Service Provider

30. What are the objectives of the Service Level Management process?
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
Service Asset and Configuration Management
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

31. What are the two views of the Service Catalogue?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
The phase that turns service strategy into a plan for delivering the business outcomes.

32. What is the Service Level Agreement?
A group of people - tools and resources used to carry out a process activity.
A customer requirement for an aspect of an IT service
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.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

33. What are the objectives of the Knowledge Management process??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To provide a balanced view of overall service

34. What is Change Advisory Board (CAB)?
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Strategic - Tactical - Operational - Commodity

35. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Application support

36. What is the configuration baseline?
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.
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...
The services themselves - Service management processes - Technology (management of infrastructure) - People
Assets such as server licenses and software licenses.

37. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
intangible asset
Total Cost of Ownership

38. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
Makes use of knowledge to create value through well-informed decisions
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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

39. What are the processes related to Service Design?
Critical Success Factor
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
It can identify weaknesses or areas of improvements.
Keep it simple - Use multi-level categorization - Use categorization for reporting

40. What are the phases of the ITIL Service Lifecycle?
A function that reflects the part of business process that is critical to success of business
Fit for purpose-the functionality of a product or service to meet a particular need.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Tangible assets

41. What is the purpose of the Service Asset & Config Management (SACM) process?
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Ensure assets required to deliver service are controlled and info is available for them

42. What is the purpose of Problem Management?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Critical Success Factor
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

43. What is a Process?
A structured set of activities designed to accomplish a specific objective.
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
1) Quality Service 2) Cost-effective Services
Strategic - Tactical - Operational - Commodity

44. What topics are covered in Service Strategy?
- 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
Information Technology Infrastructure Library
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A formal proposal for major changes that involve high cost - risk or org. impact.

45. SPOC
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Single Point Of Contact
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
Executing the policies in information security management

46. What are CSF's?
Makes use of knowledge to create value through well-informed decisions
Ownership regardless of escalation remains with the service desk
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

47. What is the role of technical management?
Strategic - Tactical - Operational - Commodity
- 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
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

48. What are the Capacity Sun- Processes?
Assets such as server licenses and software licenses.
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) 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)
It defines performance and the alignment of IT services with the business.

49. What levels are baselines established at?

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50. A capability is an _________________
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
intangible asset
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
Fit for purpose-the functionality of a product or service to meet a particular need.