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 Wisdom?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Service Knowledge Management System
Makes use of knowledge to create value through well-informed decisions
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of


2. What is a Change Proposal?
The underlying cause of one or more failures
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
A formal proposal for major changes that involve high cost - risk or org. impact.
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


3. What are the objectives of the Knowledge Management process??
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Is responsible for managing applications through their lifecycle
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) 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


4. What is the purpose of the Knowledge Management process?
- Manage access - Respond to requests for granting access - Oversee access
Share perspectives - ideas - experience & info to enable informed decisions
Business Impact Analysis
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.)


5. What are the five stages of the Service Lifecycle?
After closure and it is linked to major incident review
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Tp provide the right for users to be able to use a service or group of services
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


6. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
A structured set of activities designed to accomplish a specific objective.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


7. What should an incident model include??
A service asset that needs to be managed to deliver a service
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Application support


8. What is the scope of Incident Management?
Makes use of knowledge to create value through well-informed decisions
Speeds up resolution - Concern of data quality
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...
Any event which disrupts - or which could disrupt - a service


9. Describe the Capacity Management process.
- 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
Change Advisory Board
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Budgeting - Accounting - Charging (Billing)


10. What are the objectives of Service Operation?
- New service - Major change to service - Removal of service - Changes to the SDP itself
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- 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


11. What is the purpose of the even steps to improvement?
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Manage access - Respond to requests for granting access - Oversee access
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


12. ICT
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
Information Communication 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
Accountable for the delivery of a specific service.


13. What are KPI's?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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)
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


14. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It comes from providing context to data - Who? - What? - When? - Where?
Service Level Agreement
Vital Business Function


15. ECAB
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Emergency Change Advisory Board
- 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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


16. What is Utility?
Key Performance Indicator
Fit for purpose-the functionality of a product or service to meet a particular need.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


17. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Key Performance Indicator
Business Impact Analysis
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A group of people and the tools they use to perform one or more processes or activities.


18. Describe Time Scales of Incident Management

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19. What is the scope of Service Transition?
It defines performance and the alignment of IT services with the business.
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
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Incident management - Problem management - Event management - Request Fulfillment - Access Management


20. What is the purpose of Business Relationship Management??
Service Level Agreement
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Executing the policies in information security management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


21. What is Data?
A set of discrete facts
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To be accountable for the operational management of the process.
1. Business Service Catalogue 2. Technical Service Catalogue.


22. How can the impact of risk be measured?
Qualitative and Quantitative
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- 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
Supplier and Contract Management Information System


23. What is Service Assets?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
The basis for value creation including both resources and capabilities
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


24. What is the scope of change?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service


25. What is the purpose of Service Design??
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


26. What are the three Service Design Agreements?

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27. What do Change Models have?
The result of an activity following a process or the delivery of a service.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


28. What is the purpose of the Design Coordination process?
A service provider which functions within the business units they server.
Action taken to recover after a failed change or release.
ensuer goals of service design stage are met with single point of coordination within this stage
Internal Service Provider - Shared Service Unit - External Service Provider


29. ITSM
Align new/changed services with business requirements - Maximize value to the business operations
Information Communication Technology
IT Service Management
It covers: - design - implementation - measurement -management -improvement of service and component availability


30. What is the Definitive Media Library?

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31. SLM
A set of best practice publications for IT service management
Service Knowledge Management System
Incidents never become problems. They co-exist
Service Level Management


32. Technical and Application Management are involved in ___________________

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33. What are the options of organizational structures of a service desk?
Used to store and manage knowledge - info and data.
After closure and it is linked to major incident review
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
- 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


34. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
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) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Information Communication Technology


35. What are the objectives 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...
Configuration Item
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...
Action taken to recover after a failed change or release.


36. Who owns an incident?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Tangible assets
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.
Ownership regardless of escalation remains with the service desk


37. What is a Process?
Single Point Of Contact
A structured set of activities designed to accomplish a specific objective.
Fit for purpose-the functionality of a product or service to meet a particular need.
Inputs - Outputs - Activities - Measurements - Roles


38. What is the CSI approach?

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39. Who should the Information Security Policy be communicated to?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Everyone except for Type III service providers (third parties)
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


40. What is the purpose of Availability Management process?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


41. What are the two types of customers?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A set of responsibilities defined in a process and assigned to a person or team.
Makes use of knowledge to create value through well-informed decisions
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


42. What is the Capacity Plan?
Change Advisory Board
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
intangible asset


43. What is Value?

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44. What does a Service Strategy define??
Align new/changed services with business requirements - Maximize value to the business operations
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


45. What is the purpose of Application Management?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Is responsible for managing applications through their lifecycle
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


46. What are the objectives of the Service Design phase?
It takes inputs and turn them into outputs.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Single Point Of Contact
Tp provide the right for users to be able to use a service or group of services


47. What are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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.


48. What is the purpose of Service Operation?
Up to each org to decide which service requests it will handle
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Application support
Tangible assets


49. What are some Service Level Management Activities?
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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.


50. UC
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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
Underpinning Contract