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 the business value of Continual Service Improvement?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
Define steps required to restore business process following disruption


2. What are the objectives of Application Management?

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3. Facilities Management
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It defines performance and the alignment of IT services with the business.


4. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
To plan - schedule & control the build - test & deployment of releases
Emergency Change Advisory Board


5. What topics are covered in Service Strategy?
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


6. What is the purpose of Access Management?
Configuration Item
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Tp provide the right for users to be able to use a service or group of services
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


7. What are the components of IT Operations Management?
Accountable for the delivery of a specific service.
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


8. What activities support Continual Service Improvement?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Value of Investment
- 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


9. PBA
Pattern of Business Activity
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.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


10. Who owns an incident?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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
- Capability constraints - Resource constraints - Utility constraints - And more...


11. What is the Definitive Media Library?

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12. What is a Problem Model??
Provide overall planning for service transition and coordinate resources required for it
Similar to incident model - For problems that have an expensive solution
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)
- Budgeting - Accounting - Charging (Billing)


13. 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!
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
intangible asset
Emergency Change Advisory Board


14. What is the Service Design Package?
Qualitative and Quantitative
Problem that has a documented root cause and workaround
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


15. What is the scope of Continual Service Improvement??
Used to store and manage knowledge - info and data.
Service Knowledge Management System
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


16. What is a Service Pipeline?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
All services under development - growth and Outlook.
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


17. Define Patterns of Business Activity (PBA)?
Share perspectives - ideas - experience & info to enable informed decisions
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.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente


18. What is a Function?
Information Technology Infrastructure Library
To control lifecycle of all changes to be made with minimal disruption to services
A group of people and the tools they use to perform one or more processes or activities.
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


19. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A role is defined in a process or function.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


20. What is the scope of Access Management?
Executing the policies in information security management
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.
To plan - schedule & control the build - test & deployment of releases
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


21. What is Utilitiy?

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22. What are the five Service Operation processes?
Align new/changed services with business requirements - Maximize value to the business operations
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Service Asset and Configuration Management
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


23. What is the Process Manager's responsibility?
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
To be accountable for the operational management of the process.
- Vendor neutral - Non prescriptive - Best practice
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.


24. What is the purpose of the Release & Deployment Management process?
A service provided by an IT service provider made up of a combination of IT - people and processes.
To plan - schedule & control the build - test & deployment of releases
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!
Responsible - Accountable - Consult - Inform


25. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
Qualitative and Quantitative
A set of activities to accomplish an objective.
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


26. What is a Config Item (CI)?
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Return on Investment
A structured set of activities designed to accomplish a specific objective.
A service asset that needs to be managed to deliver a service


27. What is the scope of Event Management?

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28. What is the business value of Service Transition?
Ensure assets required to deliver service are controlled and info is available for them
Business Continuity Management
Align new/changed services with business requirements - Maximize value to the business operations
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info


29. What is the Service Design phase?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The phase that turns service strategy into a plan for delivering the business outcomes.
Strategic - Tactical - Operational - Commodity
Return on Investment


30. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- Capability constraints - Resource constraints - Utility constraints - And more...
It takes inputs and turn them into outputs.
Service Level Management


31. What are the objectives of Request Fulfillment?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Any event which disrupts - or which could disrupt - a service
Value of Investment
- 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


32. Describe the Service Catalogue Management process.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide and maintain a single source of info on all operational and ready to be introduced services


33. What is Wisdom?
intangible asset
Supplier and Contract Management Information System
Makes use of knowledge to create value through well-informed decisions
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


34. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
- 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc


35. What are the five aspects of Service Design?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.
It takes inputs and turn them into outputs.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


36. What is the purpose of Event Management?
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.
1) Preferences 2) Past experiences 3) Communications
The ability to detect events - make sense of them and determine right control action
The process that supports the Business Continuity Management process by managing risks that could affect services.


37. What are the objectives of Incident Management?
Pattern of Business Activity (PBA)
- 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
To quantify the impact to the business that loss of service would have
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


38. When do you conduct a major problem review?
Inputs - Outputs - Activities - Measurements - Roles
After closure and it is linked to major incident review
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1) Utility 2) Warranty


39. What is Request for Change (RFC)?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Lifecycle wide process and relevant to all lifecycles
Services that are no longer available.
A formal proposal for a change


40. What is the role of technical management?
A set of best practice publications for IT service management
- 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
A set of discrete facts
Everyone except for Type III service providers (third parties)


41. What is the purpose of Business Impact Analysis (BISA?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The ability to detect events - make sense of them and determine right control action
To quantify the impact to the business that loss of service would have
- Capability constraints - Resource constraints - Utility constraints - And more...


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

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43. Resources are _____
Change Advisory Board
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Tangible assets
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.


44. It's part of the SKMS (service knowledge management system)
Key Performance Indicator
Speeds up resolution - Concern of data quality
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


45. 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)
Supplier and Contract Management Information System
Request for Change
- Release & Deployment - Transition Planning & Support


46. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- 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
Carry out one or more process activities
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


47. What is the purpose of Availability Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
A structured set of activities designed to accomplish a specific objective.
The process to ensure that the level of availability in services needs agrees with the required needs
To control lifecycle of all changes to be made with minimal disruption to services


48. What levels are baselines established at?

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49. What are the components of value?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change


50. What is availability?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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.
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.