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ITIL

Subjects : certifications, itil, it-skills

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 are Retired Services?
Services that are no longer available.
- 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
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.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

2. What is the scope of the Release & Deployment Management process?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Includes the processes - systems & functions to package - build - test and deploy a release in live use

3. What is the definition of a Service Level Agreement Monitoring Chart?
Configuration Management System
Define steps required to restore business process following disruption
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
This is where the customer sees the actual value of the services

4. What characteristics does a process have?
1. Business Service Catalogue 2. Technical Service Catalogue.
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.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

5. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
Tp provide the right for users to be able to use a service or group of services
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

6. What topics are covered in Service Strategy?
It's he process responsible for managing the lifecycle of all service requests from users
Pattern of Business Activity
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

7. What are the three types of services?
Inputs - Outputs - Activities - Measurements - Roles
Critical Success Factor
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

8. What is the purpose of Service Transition?
The services themselves - Service management processes - Technology (management of infrastructure) - People
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

9. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Inputs - Outputs - Activities - Measurements - Roles
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

10. What are the objectives of Access Management?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
The underlying cause of one or more failures
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- Manage access - Respond to requests for granting access - Oversee access

11. What is the RACI matrix?
- Release & Deployment - Transition Planning & Support
Design - testing - improvements of CI's
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

12. What are three types of events?

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13. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service 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

14. Why do organizations use ITIL?
Used to store and manage knowledge - info and data.
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.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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

15. Describe the IT Service Continuity Management process.
Application support
The process that supports the Business Continuity Management process by managing risks that could affect services.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

16. What is the purpose of the Transition Planning & Support process?
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Provide overall planning for service transition and coordinate resources required for it
- 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

17. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
1) Preferences 2) Past experiences 3) Communications
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

18. What actvities does Business Relationship Management Activities refer to?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Business Impact Analysis

19. What is the purpose of the Capacity Management process?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

20. BCP
Business Continuity Plan
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service Asset and Configuration Management
It can identify weaknesses or areas of improvements.

21. Shared Services Unit
- Release & Deployment - Transition Planning & Support
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.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

22. RFC
Request for Change
Qualitative and Quantitative
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.
Single Point Of Contact

23. What is the Process Practitioner's responsibility?
Carry out one or more process activities
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
It can improve utility and warranty of services incresing value.
A service provider which functions within the business units they server.

24. What is a problem?
Problem that has a documented root cause and workaround
Definitive Media Library
The underlying cause of one or more failures
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

25. When is the Service Design Package created or edited?
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
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

26. What are the the 4 P's in Service Design?
Ensure assets required to deliver service are controlled and info is available for them
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Includes management of the component lifecycle of every CI (config item)
- 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

27. Volume/Phase 4: Service Operation - What is it?
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

28. Define Patterns of Business Activity (PBA)?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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
Ownership regardless of escalation remains with the service desk

29. UC
Underpinning Contract
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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

30. What are the objectives of the Service Asset & Config Management (SACM) process??

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31. How is risk measured?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A set of responsibilities defined in a process and assigned to a person or team.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

32. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

33. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- Budgeting - Accounting - Charging (Billing)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

34. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Everyone except for Type III service providers (third parties)
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

35. What is a Business Case?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Configuration Management System
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

36. What are the technical management groups?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Any event which disrupts - or which could disrupt - a service
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

37. What are the Service Operation Functions??
To quantify the impact to the business that loss of service would have
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)
Service Desk - Technical management - IT Operation Management - Application Management
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

38. What does a Release Policy include?
Inputs - Outputs - Activities - Measurements - Roles
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

39. Describe the Capacity Management process.
Supplier and Contract Management Information System
This is where the customer sees the actual value of the services
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Change Management - Service Asset & Config Management - Knowledge Management

40. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Keep it simple - Use multi-level categorization - Use categorization for reporting
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.

41. How do you categorize an incident?
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
To control lifecycle of all changes to be made with minimal disruption to services
- Budgeting - Accounting - Charging (Billing)
Keep it simple - Use multi-level categorization - Use categorization for reporting

42. What is Data?
A set of discrete facts
To provide a single source of information on all operational and ready for production services.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

43. CMDB
Configuration Management Database
Service Desk - Technical management - IT Operation Management - Application Management
To be accountable for the operational management of the process.
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 -

44. What are two kinds of IT Services?
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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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)
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.)

45. What is the scope of Problem Management?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Critical Success Factor
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

46. CMS
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Total Cost of Ownership
Configuration Management System
Addition - modification - removal of anything that could have an effect on IT services

47. What are the objectives of the Change Management Process?

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48. PBA
The system used to collect and manage Config Items (CI's)
Pattern of Business Activity
- 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 group of people - tools and resources used to carry out a process activity.

49. Why is ITIL successful?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Quality Service 2) Cost-effective Services
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Vendor neutral - Non prescriptive - Best practice

50. What is the scope of Event Management?

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