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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. PBA
Pattern of Business Activity
Assets such as server licenses and software licenses.
- 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
Incident management - Problem management - Event management - Request Fulfillment - Access Management

2. What should Major Problem Review focus on?
Design - testing - improvements of CI's
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

3. What are KPI's?
Keep it simple - Use multi-level categorization - Use categorization for reporting
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)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Is a notification that a threshold has been reached - something has changed - or a failure has occured

4. SACM
Service Asset and Configuration Management
- 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
- 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
Accountable for the delivery of a specific service.

5. What is a Process?
It takes inputs and turn them into outputs.
A structured set of activities designed to accomplish a specific objective.
Qualitative and Quantitative
Governs the org's approach to Information Security Management

6. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Change Advisory Board
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

7. What is the Deming Cycle?
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.
Provide overall planning for service transition and coordinate resources required for it
A function that reflects the part of business process that is critical to success of business
Executing the policies in information security management

8. What Service Transition processes support all lifecycle phases?
Operation Level Agreement
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)
- Change Management - Service Asset & Config Management - Knowledge Management
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

9. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
Return on Investment
Single Point Of Contact
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

10. What is the purpose of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
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)
To be accountable for the operational management of the process.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

11. What are the supplier categories??
- Capability constraints - Resource constraints - Utility constraints - And more...
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.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Strategic - Tactical - Operational - Commodity

12. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- Release & Deployment - Transition Planning & Support
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

13. What are the objectives of Event Management?
Configuration Item
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

14. SLA
Lifecycle wide process and relevant to all lifecycles
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Service Level Agreement

15. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Action taken to recover after a failed change or release.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

16. What is Service Assets?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The basis for value creation including both resources and capabilities
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

17. Describe the Design Coordination process.
Underpinning Contract
1. Business Service Catalogue 2. Technical Service Catalogue.
The process in which goals and objectives of service design stage are met
Change Advisory Board

18. What processes are related to of Service Operation??
Define steps required to restore business process following disruption
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Executing the policies in information security management

19. What are the objectives of Application Management?

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20. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
ensuer goals of service design stage are met with single point of coordination within this stage
- New service - Major change to service - Removal of service - Changes to the SDP itself

21. What are the objectives of Continual Service Improvement??
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

22. How is risk measured?
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
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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

23. What two processes is Problem Management made up of?
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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)
Information Technology Infrastructure Library

24. What are the components of value?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A role is defined in a process or function.
Used to store and manage knowledge - info and data.

25. What is the business value of Continual Service Improvement?
The process to ensure that the level of availability in services needs agrees with the required needs
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
To plan - schedule & control the build - test & deployment of releases
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

26. What is the purpose of Problem Management?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

27. What is Utilitiy?

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28. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Ownership regardless of escalation remains with the service desk
Addition - modification - removal of anything that could have an effect on IT services

29. What are the Service Strategy processes and functions?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

30. VBF
The ability to detect events - make sense of them and determine right control action
Vital Business Function
The system used to collect and manage Config Items (CI's)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

31. What are the objectives of Problem Management?
Tp provide the right for users to be able to use a service or group of services
Business Continuity Plan
Accountable for the delivery of a specific service.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

32. Internal Service Provider
Information Technology Infrastructure Library
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)
A service provider which functions within the business units they server.
The level to which the service meets a customer's expectation.

33. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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

34. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Tp provide the right for users to be able to use a service or group of services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

35. What is a problem?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The underlying cause of one or more failures
It takes inputs and turn them into outputs.
- Manage access - Respond to requests for granting access - Oversee access

36. BCP
Business Continuity Plan
Data - Information - Knowledge - Wisdom
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

37. What are the objectives of the Transition Planning & Support process?
The process that obtains value for money from suppliers.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
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 process in which capacity of services and infrastructure meets agreed capacity and performance requirements

38. What is the purpose of Service Design??
Service Level Management
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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.
Data - Information - Knowledge - Wisdom

39. What is the scope of Access Management?
Executing the policies in information security management
A function that reflects the part of business process that is critical to success of business
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A customer requirement for an aspect of an IT service

40. What is the definition of Service Improvement Plan?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

41. A capability is an _________________
Used to store and manage knowledge - info and data.
intangible asset
Data - Information - Knowledge - Wisdom
Information Technology Infrastructure Library

42. What is Service Management?
Tangible assets
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- New service - Major change to service - Removal of service - Changes to the SDP itself
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

43. What is the Service Design phase?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The phase that turns service strategy into a plan for delivering the business outcomes.
Qualitative and Quantitative

44. Who are the Key Stakeholders?
Set of responsibilities - activities and authorities granted to a person or a team.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
- Release & Deployment - Transition Planning & Support
It comes from providing context to data - Who? - What? - When? - Where?

45. What are the ISM concepts?
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A set of discrete facts
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

46. What is Utility?
Responsible - Accountable - Consult - Inform
The services themselves - Service management processes - Technology (management of infrastructure) - People
Fit for purpose-the functionality of a product or service to meet a particular need.
By enhancing the performance of tasks and reducing the effect of constraints.

47. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

48. What is the content of a Business Case?
Set of responsibilities - activities and authorities granted to a person or a team.
- 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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

49. What are the objectives of the Capacity Management process?
A structured set of activities designed to accomplish a specific objective.
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)
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
A set of best practice publications for IT service management

50. What activities support Continual Service Improvement?
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
- Vendor neutral - Non prescriptive - Best practice
- 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
Business Continuity Management