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. Who owns an incident?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Similar to incident model - For problems that have an expensive solution
Ownership regardless of escalation remains with the service desk
A service provided by an IT service provider made up of a combination of IT - people and processes.


2. What levels are baselines established at?

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3. What are three types of events?

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4. What Service Transition processes support all lifecycle phases?
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
- Change Management - Service Asset & Config Management - Knowledge Management
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Share perspectives - ideas - experience & info to enable informed decisions


5. When is the Service Design Package created or edited?
Keep it simple - Use multi-level categorization - Use categorization for reporting
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- New service - Major change to service - Removal of service - Changes to the SDP itself
A formal proposal for a change


6. How do you escalate an incident?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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)
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


7. What is an incident?
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
Continual Service Improvement
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 a change


8. What is a Service?
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.
To provide a balanced view of overall service
Pattern of Business Activity
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


9. Detail the Process Owner's responsibilities
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
Access - Identity - Rights - Service or Service Groups - Directory Services
- Capability constraints - Resource constraints - Utility constraints - And more...
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


10. What is the purpose of the Design Coordination process?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
ensuer goals of service design stage are met with single point of coordination within this stage
Vital Business Function
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


11. What are the objectives of Service Transition?
Provide overall planning for service transition and coordinate resources required for it
Business Impact Analysis
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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


12. What is the relationship between Incidents and Problems?
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.
Incidents never become problems. They co-exist
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
Keep it simple - Use multi-level categorization - Use categorization for reporting


13. What is the purpose of Service Design??
Agreement between an IT service provider and another part of same organization that assists with service provision
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


14. TCO
A set of best practice publications for IT service management
Inputs - Outputs - Activities - Measurements - Roles
Definitive Media Library
Total Cost of Ownership


15. What is the purpose of the Release & Deployment Management process?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
It takes inputs and turn them into outputs.
The basis for value creation including both resources and capabilities
To plan - schedule & control the build - test & deployment of releases


16. What is the purpose of Request Fulfillment?

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17. What is the scope of the Release & Deployment Management process?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
To plan - schedule & control the build - test & deployment of releases
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Lifecycle wide process and relevant to all lifecycles


18. What is a Role?
Incidents never become problems. They co-exist
- 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
Set of responsibilities - activities and authorities granted to a person or a team.
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)


19. What are the the 4 P's in Service Design?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Provide overall planning for service transition and coordinate resources required for it


20. What are the objectives of Continual Service Improvement??
- Change Management - Service Asset & Config Management - Knowledge Management
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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


21. What processes does the Change Management process interface with?
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...
Services that are no longer available.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


22. What is the Capacity Plan?
Service Knowledge Management System
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To provide best practice guidance to all types of organizations.
The basis for value creation including both resources and capabilities


23. SKMS
Service Knowledge Management System
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To control lifecycle of all changes to be made with minimal disruption to services


24. What is the Information Security Policy?

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25. What is the Service Knowledge Management System (SKMS)?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Total Cost of Ownership
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Used to store and manage knowledge - info and data.


26. Describe Time Scales of Incident Management

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27. What is the purpose of the Transition Planning & Support process?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Provide overall planning for service transition and coordinate resources required for it
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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


28. What is Change?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Addition - modification - removal of anything that could have an effect on IT services


29. What are the activities associated with Problem Management?
It can improve utility and warranty of services incresing value.
Operation Level Agreement
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


30. SLM
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Service Level 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


31. What is a Config Item (CI)?
To plan - schedule & control the build - test & deployment of releases
1) Preferences 2) Past experiences 3) Communications
A service asset that needs to be managed to deliver a service
The ability to detect events - make sense of them and determine right control action


32. What is the purpose of Incident Management?
1) Preferences 2) Past experiences 3) Communications
The phase that turns service strategy into a plan for delivering the business outcomes.
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 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


33. 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
Assets such as server licenses and software licenses.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Executing the policies in information security management


34. What is the purpose of Service Strategy?

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35. Define Patterns of Business Activity (PBA)?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Action taken to recover after a failed change or release.
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service


36. How is risk measured?
The services themselves - Service management processes - Technology (management of infrastructure) - People
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Preferences 2) Past experiences 3) Communications
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


37. What is a Function?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
To provide best practice guidance to all types of organizations.
A group of people and the tools they use to perform one or more processes or activities.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


38. What is Information?
By enhancing the performance of tasks and reducing the effect of constraints.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
It comes from providing context to data - Who? - What? - When? - Where?
A set of best practice publications for IT service management


39. What are the objectives of Application Management?

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40. What is Utilitiy?

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41. What is the Service Design Package?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Up to each org to decide which service requests it will handle
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


42. What is the purpose of Service Catalogue Management?
The underlying cause of one or more failures
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
To provide a single source of information on all operational and ready for production services.
The services themselves - Service management processes - Technology (management of infrastructure) - People


43. SACM
Service Asset and Configuration Management
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
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
1) Preferences 2) Past experiences 3) Communications


44. What is a Service Pipeline?
Assets such as server licenses and software licenses.
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
Data - Information - Knowledge - Wisdom
All services under development - growth and Outlook.


45. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
Share perspectives - ideas - experience & info to enable informed decisions
Ensure assets required to deliver service are controlled and info is available for them
Carry out one or more process activities


46. What are the seven steps to improvement?
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
A group of people - tools and resources used to carry out a process activity.
Makes use of knowledge to create value through well-informed decisions
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


47. CAB
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Change Advisory Board
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


48. What are the options of organizational structures of a service desk?
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.
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.
- 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 service provider which functions within the business units they server.


49. What are the two primary elements of value?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Makes use of knowledge to create value through well-informed decisions
Known Error Database
1) Utility 2) Warranty


50. SPOC
Single Point Of Contact
Makes use of knowledge to create value through well-informed decisions
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Incident management - Problem management - Event management - Request Fulfillment - Access Management