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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.
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. ITSM
IT Service Management
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Governs the org's approach to Information Security Management
Incidents never become problems. They co-exist

2. What are examples of Config Items?
Assets such as server licenses and software licenses.
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
- 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
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.

3. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

4. What are the objectives of the Service Design phase?
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

5. SACM
Vital Business Function
Service Asset and Configuration Management
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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)

6. What is a Function?
Problem that has a documented root cause and workaround
A group of people - tools and resources used to carry out a process activity.
A formal proposal for a change
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

7. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
Align new/changed services with business requirements - Maximize value to the business operations
Supplier and Contract Management Information System
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 -

8. What is a Role?
- 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
Information Technology Infrastructure Library
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
Set of responsibilities - activities and authorities granted to a person or a team.

9. How can the impact of risk be measured?
Qualitative and Quantitative
This is where the customer sees the actual value of the services
Tangible assets
Pattern of Business Activity (PBA)

10. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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 and the tools they use to perform one or more processes or activities.

11. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
- Change Management - Service Asset & Config Management - Knowledge Management
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To provide and maintain a single source of info on all operational and ready to be introduced services

12. What are the four Service Operation functions?
- 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
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) 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.)
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

13. What actvities does Business Relationship Management Activities refer to?
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)
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

14. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- 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
Is a request from a user for info - advice - standard change - or access to an IT service
All services under development - growth and Outlook.

15. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Services that are no longer available.
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
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

16. What interfacing processes are associated with Incident Management??
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- 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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

17. What are the components of IT Operations Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

18. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial 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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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

19. What is Emergency Change Advisory Board (ECAB)?
A formal proposal for a change
Services that provide customer with wanted business outcomes.
A role is defined in a process or function.
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.

20. What is a Service Catalogue?
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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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.

21. CI
Used to store and manage knowledge - info and data.
The system used to collect and manage Config Items (CI's)
- 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
Configuration Item

22. Who are the Key Stakeholders?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
Used to store and manage knowledge - info and data.

23. CAB
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Action taken to recover after a failed change or release.
Change Advisory Board

24. What is the purpose of Continual Service Improvement?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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 -

25. What is Warranty?
Is a request from a user for info - advice - standard change - or access to an IT service
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

26. Volume/Phase 4: Service Operation - What is it?
Includes management of the component lifecycle of every CI (config item)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Pattern of Business Activity (PBA)

27. What is Vital Business Functions?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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 Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A function that reflects the part of business process that is critical to success of business

28. What are the components of value?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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) Customer Perception 2) Customer Preference 3) Business Outcomes

29. What are the three types of Service Providers??
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
ensuer goals of service design stage are met with single point of coordination within this stage
Internal Service Provider - Shared Service Unit - External Service Provider
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

30. What is the Process Manager's responsibility?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To be accountable for the operational management of the process.
To control lifecycle of all changes to be made with minimal disruption to services

31. What is the scope of Incident Management?
Agreement between an IT service provider and another part of same organization that assists with service provision
Any event which disrupts - or which could disrupt - a service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
It defines performance and the alignment of IT services with the business.

32. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
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.

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

34. What are the objectives of the Service Level Management process?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

35. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Strategic - Tactical - Operational - Commodity
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

36. RFC
Request for Change
It defines performance and the alignment of IT services with the business.
Change Advisory Board
Pattern of Business Activity

37. What is the Known Error Database (KEDB)?
Underpinning Contract
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.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Qualitative and Quantitative

38. What is a Capability?
Data - Information - Knowledge - Wisdom
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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

39. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The implementation and management of IT services that meet the needs of the business.

40. What is the scope of Event Management?

41. What are the two views of the Service Catalogue?
The process that obtains value for money from suppliers.
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.
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)
- 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

42. What is the objective of Service Strategy
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Continual Service Improvement
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

43. What is technical management?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.
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

44. What are the objectives of the seven steps to improvement?
A role is defined in a process or function.
Ownership regardless of escalation remains with the service desk
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

45. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
intangible asset
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.
The level to which the service meets a customer's expectation.

46. What are the objectives of IT Operations Management?
1) Preferences 2) Past experiences 3) Communications
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations 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

47. What is the scope of the Service Asset & Config Management (SACM) process?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Includes management of the component lifecycle of every CI (config item)
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.)
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

48. What are the Incident Management activities??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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 -

49. When do you conduct a major problem review?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
After closure and it is linked to major incident review
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

50. VOI
Value of Investment
A customer requirement for an aspect of an IT service
Underpinning Contract
Service Level Management