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. OLA
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Operation Level Agreement
Services that provide customer with wanted business outcomes.
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


2. What is the RACI matrix?
To provide best practice guidance to all types of organizations.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
The process to ensure that the level of availability in services needs agrees with the required needs


3. 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
Operation Level Agreement
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
IT Service Management


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

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5. SKMS
The basis for value creation including both resources and capabilities
Service Knowledge Management System
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Supplier and Contract Management Information System


6. What is the purpose of Change Management?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To control lifecycle of all changes to be made with minimal disruption to services
Service Asset and Configuration Management
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


7. Facilities Management
- 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
Request for Change
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


8. What processes interfaces with Problem Management?
Return on Investment
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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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


9. What is Utilitiy?

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10. What are four Service Level Agreement Frameworks??
Information Technology Infrastructure Library
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's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


11. What are the layers of the Configuration Management System (CMS)?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Similar to incident model - For problems that have an expensive solution
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


12. What is the Definitive Media Library?

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13. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
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
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
It can identify weaknesses or areas of improvements.


14. What is the scope of the Capacity Management process?
1) Quality Service 2) Cost-effective Services
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Strategic - Tactical - Operational - Commodity


15. What is the purpose of the IT Service Continuity Management (ITSCM) process?
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.
Service Desk - Technical management - IT Operation Management - Application Management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Critical Success Factor


16. CAB
Carry out one or more process activities
Change Advisory Board
The basis for value creation including both resources and capabilities
The ability to detect events - make sense of them and determine right control action


17. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Lifecycle wide process and relevant to all lifecycles
Agreement between an IT service provider and another part of same organization that assists with service provision


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

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19. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
Known Error Database
Inputs - Outputs - Activities - Measurements - Roles
Is responsible for managing applications through their lifecycle


20. What is the purpose of Service Strategy?

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21. What is the purpose of ITIL Complementatry Guidance?
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


22. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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.)
To provide best practice guidance to all types of organizations.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


23. Volume/Phase 4: Service Operation - What is it?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy


24. What is Warranty?
The services themselves - Service management processes - Technology (management of infrastructure) - People
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Similar to incident model - For problems that have an expensive solution


25. What is the purpose of Service Design??
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
Configuration Management System
Qualitative and Quantitative
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


26. When do you conduct a major problem review?
Agreement between an IT service provider and another part of same organization that assists with service provision
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
After closure and it is linked to major incident review
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


27. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Business Continuity Management
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


28. What are the objectives of Request Fulfillment?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
- 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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


29. What is the purpose of Business Impact Analysis (BISA?
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
1) Core Publications 2) Complimentary Guidance
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To quantify the impact to the business that loss of service would have


30. What is the CSI approach?

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31. How do you prioritize an incident?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


32. What is the business value of Service Transition?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Pattern of Business Activity
Align new/changed services with business requirements - Maximize value to the business operations
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.)


33. What is the configuration baseline?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
Keep it simple - Use multi-level categorization - Use categorization for reporting
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


34. What interfacing processes are associated with Incident Management??
A formal proposal for major changes that involve high cost - risk or org. impact.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


35. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To quantify the impact to the business that loss of service would have
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


36. What are the objectives of the seven steps to improvement?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To quantify the impact to the business that loss of service would have


37. What is the purpose of ITIL Core Publications?
Action taken to recover after a failed change or release.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To provide best practice guidance to all types of organizations.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


38. What is a Service Portfolio?
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.
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.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


39. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
Carry out one or more process 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
To provide a balanced view of overall service


40. What is the purpose of Request Fulfillment?

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41. What is the purpose of Access Management?
By enhancing the performance of tasks and reducing the effect of constraints.
Tp provide the right for users to be able to use a service or group of services
The phase that turns service strategy into a plan for delivering the business outcomes.
Carry out one or more process activities


42. VOI
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.
Value of Investment
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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


43. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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 snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


44. What is Value?

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45. What are the activities associated with Problem Management?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Used to store and manage knowledge - info and data.
1) Quality Service 2) Cost-effective Services
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


46. What Service Transition processes primarily support the Service Transition phase?
Application support
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- Release & Deployment - Transition Planning & Support


47. What is stored in the Service Knowledge Management System (SKMS)??

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48. 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.
The system used to collect and manage Config Items (CI's)
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business


49. What is a Capability?
A group of people - tools and resources used to carry out a process activity.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Quality Service 2) Cost-effective Services


50. What is the purpose of Service Transition?
A set of responsibilities defined in a process and assigned to a person or team.
Set of responsibilities - activities and authorities granted to a person or a team.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features