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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the scope of Event Management?

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2. What is the purpose of Service Catalogue Management?
It can identify weaknesses or areas of improvements.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- 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
To provide a single source of information on all operational and ready for production services.

3. CSI
Continual Service Improvement
Configuration Management System
Executing the policies in information security management
A service asset that needs to be managed to deliver a service

4. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It covers: - design - implementation - measurement -management -improvement of service and component availability
The result of an activity following a process or the delivery of a service.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

5. What is the definition of Service Improvement Plan?
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
Fit for purpose-the functionality of a product or service to meet a particular need.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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)

6. What are the objectives of the Knowledge Management process??
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Align new/changed services with business requirements - Maximize value to the business operations
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
Data - Information - Knowledge - Wisdom

7. Describe the Information Security Management process.
A function that reflects the part of business process that is critical to success of business
A formal proposal for a change
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.
Emergency Change Advisory Board

8. ICT
Information Communication Technology
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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

9. What are the 4 P's in Service Design used for?
It takes inputs and turn them into outputs.
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 provide a balanced view of overall service
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

10. What should Major Problem Review focus on?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
To quantify the impact to the business that loss of service would have
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
It can identify weaknesses or areas of improvements.

11. Detail the Service Owner's repsonsibility.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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

12. What is a Service?
Application support
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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.
A set of discrete facts

13. What are the seven steps to improvement?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
Known Error Database
A group of people - tools and resources used to carry out a process activity.

14. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Qualitative and Quantitative
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 service asset that needs to be managed to deliver a service

15. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Service Knowledge Management System
This is where the customer sees the actual value of the services

16. VBF
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A set of best practice publications for IT service management
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Vital Business Function

17. CAM
- Vendor neutral - Non prescriptive - Best practice
Makes use of knowledge to create value through well-informed decisions
Change Advisory Board
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

18. What does the service desk do??
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

19. SACM
It's he process responsible for managing the lifecycle of all service requests from users
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
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.
Service Asset and Configuration Management

20. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
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
Ownership regardless of escalation remains with the service desk
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

21. What is the purpose of Continual Service Improvement?
Carry out one or more process activities
A formal proposal for major changes that involve high cost - risk or org. impact.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Supplier and Contract Management Information System

22. What is the Configuration Management System (CMS)?

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23. What processes does Financial Management include?
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)
Tangible assets
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)
- Budgeting - Accounting - Charging (Billing)

24. ECAB
Service Asset and Configuration Management
Emergency Change Advisory Board
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

25. Where is a role defined?
A role is defined in a process or function.
Data - Information - Knowledge - Wisdom
Action taken to recover after a failed change or release.
Everyone except for Type III service providers (third parties)

26. What is the purpose of the Design Coordination process?
ensuer goals of service design stage are met with single point of coordination within this stage
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Inputs - Outputs - Activities - Measurements - Roles
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.

27. What is the purpose of Availability Management process?
Data - Information - Knowledge - Wisdom
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Used to store and manage knowledge - info and data.
To provide a balanced view of overall service

28. What does process definitions describe??
To be accountable for the operational management of the process.
A group of people - tools and resources used to carry out a process activity.
Governs the org's approach to Information Security Management
Inputs - Outputs - Activities - Measurements - Roles

29. How do services facilitate outcomes?
By enhancing the performance of tasks and reducing the effect of constraints.
It takes inputs and turn them into outputs.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- 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

30. What are the ISM concepts?
Return on Investment
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

31. What are the Incident Management activities??
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 -
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
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
This is where the customer sees the actual value of the services

32. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Accountable for the delivery of a specific service.
Inputs - Outputs - Activities - Measurements - Roles
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

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

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34. What are the components of value?
Internal Service Provider - Shared Service Unit - External Service Provider
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

35. What is a Function?
After closure and it is linked to major incident review
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A group of people and the tools they use to perform one or more processes or activities.

36. What is risk?
Agreement between an IT service provider and another part of same organization that assists with service provision
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

37. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- Capability constraints - Resource constraints - Utility constraints - And more...
Configuration Item

38. What is the business value of the service desk?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1) Quality Service 2) Cost-effective Services
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

39. What is the scope of change?
Keep it simple - Use multi-level categorization - Use categorization for reporting
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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

40. What is a Business Continuity Plan?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Define steps required to restore business process following disruption
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

41. What are the two primary elements of value?
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
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.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
1) Utility 2) Warranty

42. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Inputs - Outputs - Activities - Measurements - Roles

43. What is Warranty?
A set of best practice publications for IT service management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Ownership regardless of escalation remains with the service desk

44. What is the relationship between Incidents and Problems?
A set of best practice publications for IT service management
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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
Incidents never become problems. They co-exist

45. What processes interfaces with Problem Management?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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
Application support
Information Technology Infrastructure Library

46. What are the objectives of the Service Level Management process?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service 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) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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

47. What is Value?

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48. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Information Communication Technology
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels

49. SLA
Service Level Agreement
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.
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)
Return on Investment

50. What is the purpose of Problem Management?
Service Level Agreement
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)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Service Knowledge Management System

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