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. Describe the IT Service Continuity Management process.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Keep it simple - Use multi-level categorization - Use categorization for reporting
The process that supports the Business Continuity Management process by managing risks that could affect services.
Executing the policies in information security management


2. Describe the Information Security Management process.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Access - Identity - Rights - Service or Service Groups - Directory Services
Inputs - Outputs - Activities - Measurements - Roles
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.


3. What is the scope of Service Strategy??

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

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5. TCO
Total Cost of Ownership
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Is a request from a user for info - advice - standard change - or access to an IT service
Access - Identity - Rights - Service or Service Groups - Directory Services


6. RFC
Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems - workarounds and resolutions
- Budgeting - Accounting - Charging (Billing)
Request for Change
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


7. What are the Capacity Sun- Processes?
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)
Similar to incident model - For problems that have an expensive solution
- 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
Pattern of Business Activity (PBA)


8. What is the Capacity Plan?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Incidents never become problems. They co-exist
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


9. What is the purpose of the Information Security Management (ISM) process?

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10. Technical and Application Management are involved in ___________________

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11. What is an incident?
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


12. How can the impact of risk be measured?
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Qualitative and Quantitative
Data - Information - Knowledge - Wisdom


13. What are the phases of Release & Deployment?
1) Preferences 2) Past experiences 3) Communications
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
It comes from providing context to data - Who? - What? - When? - Where?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


14. VBF
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...
Define steps required to restore business process following disruption
Governs the org's approach to Information Security Management
Vital Business Function


15. What is Request for Change (RFC)?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A formal proposal for a change
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To plan - schedule & control the build - test & deployment of releases


16. What are the ISM concepts?
Internal Service Provider - Shared Service Unit - External Service Provider
It comes from providing context to data - Who? - What? - When? - Where?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The system used to collect and manage Config Items (CI's)


17. SLM
A formal proposal for major changes that involve high cost - risk or org. impact.
Service Level Management
Return on Investment
Pattern of Business Activity


18. 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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


19. ITIL
Functional requirements - SLAs - benefits and design constraints
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Information Technology Infrastructure Library
- 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


20. CMS
Configuration Management System
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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
Services that provide customer with wanted business outcomes.


21. What are the objectives of Problem Management?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


22. Volume/Phase 3: Service Transition - What is it?
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.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Core Publications 2) Complimentary Guidance


23. CI
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Configuration Item


24. What is a Config Item (CI)?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A service asset that needs to be managed to deliver a service


25. Why is ITIL successful?
Problem that has a documented root cause and workaround
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- Vendor neutral - Non prescriptive - Best practice
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


26. What should an incident model include??
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Service Level Management
It comes from providing context to data - Who? - What? - When? - Where?
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


27. What is the Service Design phase?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
The phase that turns service strategy into a plan for delivering the business outcomes.
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R


28. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
Define steps required to restore business process following disruption


29. What is the scope of Incident Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
The basis for value creation including both resources and capabilities
Any event which disrupts - or which could disrupt - a service
It can identify weaknesses or areas of improvements.


30. What are the seven steps to improvement?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
The underlying cause of one or more failures
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
Tangible assets


31. What are two levels of availability?
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)
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Incidents never become problems. They co-exist
A service asset that needs to be managed to deliver a service


32. What is a Service Catalogue?
- 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 database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
1) 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)
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


33. RACI
The phase that turns service strategy into a plan for delivering the business outcomes.
Service Asset and Configuration Management
Responsible - Accountable - Consult - Inform
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.


34. OLA
- Budgeting - Accounting - Charging (Billing)
- 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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Operation Level Agreement


35. What is a Service Pipeline?
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
All services under development - growth and Outlook.
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


36. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and


37. What are two kinds of IT Services?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A function that reflects the part of business process that is critical to success of business
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.)
The process to ensure that the level of availability in services needs agrees with the required needs


38. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Configuration Management Database
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


39. How is risk measured?
Provide overall planning for service transition and coordinate resources required for it
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Single Point Of Contact
Business Impact Analysis


40. What is Emergency Change Advisory Board (ECAB)?
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.


41. What are the three Service Design Agreements?

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42. What are the objectives of technical management?

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43. What is the scope of Continual Service Improvement??
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
A service provider which functions within the business units they server.
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.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


44. What does a Service Strategy define??
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Provide overall planning for service transition and coordinate resources required for it
Addition - modification - removal of anything that could have an effect on IT services
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


45. What are Retired Services?
1. Business Service Catalogue 2. Technical Service Catalogue.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Services that are no longer available.


46. What activities support Continual Service Improvement?
- 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
To provide a single source of information on all operational and ready for production services.
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)
Total Cost of Ownership


47. What is the Information Security Policy?

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48. What are the five stages of the Service Lifecycle?
IT Service Management
Speeds up resolution - Concern of data quality
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
It takes inputs and turn them into outputs.


49. What is the Service Level Agreement?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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.
This is where the customer sees the actual value of the services
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


50. What is the purpose of Service Portfolio Management?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A service provider which functions within the business units they server.