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 the purpose of Problem Management?
Service Asset and Configuration Management
After closure and it is linked to major incident review
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


2. What is the scope of change?
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


3. What characteristics does a process have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


4. What are the components of IT Operations Management?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A service provided by an IT service provider made up of a combination of IT - people and processes.
It takes inputs and turn them into outputs.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


5. What is the objective of Service Strategy
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) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A service asset that needs to be managed to deliver a service


6. KEDB
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
- 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 formal proposal for a change
Known Error Database


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

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8. What are the Incident Management activities??
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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 restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


9. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1. Business Service Catalogue 2. Technical Service Catalogue.
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)


10. What is the Business Value of Service Strategy?
It defines performance and the alignment of IT services with the business.
Responsible - Accountable - Consult - Inform
ensuer goals of service design stage are met with single point of coordination within this stage
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


11. BCM
Any event which disrupts - or which could disrupt - a service
Business Continuity Management
It comes from providing context to data - Who? - What? - When? - Where?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


12. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Used to store and manage knowledge - info and data.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business


13. What is the Definitive Media Library?

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14. What are the objectives of Request Fulfillment?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- 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


15. What is the purpose of Service Transition?
A formal proposal for major changes that involve high cost - risk or org. impact.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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)
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages


16. What is Remediation Planning?
Action taken to recover after a failed change or release.
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!
Single Point Of Contact
The process to ensure that the level of availability in services needs agrees with the required needs


17. Technical and Application Management are involved in ___________________

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18. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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.
It's he process responsible for managing the lifecycle of all service requests from users
It can identify weaknesses or areas of improvements.


19. What are four Service Level Agreement Frameworks??
Information Technology Infrastructure Library
To control lifecycle of all changes to be made with minimal disruption to services
Tangible assets
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


20. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Emergency Change Advisory Board
Carry out one or more process activities


21. 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
The phase that turns service strategy into a plan for delivering the business outcomes.
To plan - schedule & control the build - test & deployment of releases
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


22. What is a Process?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A set of activities to accomplish an objective.
- 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


23. BIA
1) Utility 2) Warranty
Business Impact Analysis
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Ownership regardless of escalation remains with the service desk


24. Describe the IT Service Continuity Management process.
Fit for purpose-the functionality of a product or service to meet a particular need.
The process that supports the Business Continuity Management process by managing risks that could affect services.
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
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


25. What is the purpose of the Capacity Management process?
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


26. What is a Problem Model??
A service provider which functions within the business units they server.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Similar to incident model - For problems that have an expensive solution
Assets such as server licenses and software licenses.


27. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Application support
Set of responsibilities - activities and authorities granted to a person or a team.


28. CMDB
Configuration Management Database
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


29. What are the objectives of the Service Design phase?
Return on Investment
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules


30. What are the design constraints for a service?
Change Advisory Board
1) Preferences 2) Past experiences 3) Communications
Is a request from a user for info - advice - standard change - or access to an IT service
- Capability constraints - Resource constraints - Utility constraints - And more...


31. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The basis for value creation including both resources and capabilities
Agreement between an IT service provider and another part of same organization that assists with service provision


32. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To plan - schedule & control the build - test & deployment of releases
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


33. What is a Business Continuity Plan?
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Capability constraints - Resource constraints - Utility constraints - And more...
Define steps required to restore business process following disruption
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.


34. Describe Time Scales of Incident Management

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35. What is the purpose of Application Management?
Request for Change
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Is responsible for managing applications through their lifecycle
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


36. What are the ITSCM process activities??
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Provide overall planning for service transition and coordinate resources required for it
Initiation - Requirements and Strategy - Implementation - Ongoing Operation


37. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A structured set of activities designed to accomplish a specific objective.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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


38. What are the activities associated with Problem Management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
- Manage access - Respond to requests for granting access - Oversee access


39. What is a workaround?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


40. What is IT Service Management?
The implementation and management of IT services that meet the needs of the business.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


41. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Agreement between an IT service provider and another part of same organization that assists with service provision
- Manage access - Respond to requests for granting access - Oversee access
Critical Success Factor


42. CAB
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Configuration Management Database
Change Advisory Board
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


43. Detail the Service Owner's repsonsibility.
A formal proposal for major changes that involve high cost - risk or org. impact.
Makes use of knowledge to create value through well-informed decisions
Addition - modification - removal of anything that could have an effect on IT services
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


44. What is the purpose of Service Operation?
IT Service Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


45. What is Service Management?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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)
Value of Investment
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


46. What are the objectives of Application Management?

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47. A capability is an _________________
intangible asset
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
To be accountable for the operational management of the process.
Incident management - Problem management - Event management - Request Fulfillment - Access Management


48. How can the impact of risk be measured?
The process to ensure that the level of availability in services needs agrees with the required needs
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.
Qualitative and Quantitative


49. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
Carry out one or more process activities
Tangible assets
Change Advisory Board


50. What is the Service Knowledge Management System (SKMS)?
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
Used to store and manage knowledge - info and data.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.