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 purpose of Request Fulfillment?


2. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Service Asset and Configuration Management
intangible asset
- Capability constraints - Resource constraints - Utility constraints - And more...


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


4. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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.


5. What is a problem?
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
The underlying cause of one or more failures
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Service Level Management


6. What is the purpose of IT Operations Management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A set of responsibilities defined in a process and assigned to a person or team.
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 -
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels


7. What is the scope of the Knowledge Management process?
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Lifecycle wide process and relevant to all lifecycles


8. What is a Process?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The process that supports the Business Continuity Management process by managing risks that could affect services.
A structured set of activities designed to accomplish a specific objective.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement


9. What is Data?
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.
A set of discrete facts


10. What is the scope of Access 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) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Lifecycle wide process and relevant to all lifecycles
Executing the policies in information security management


11. What are the objectives of the Knowledge Management process??
It defines performance and the alignment of IT services with the business.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
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


12. What is the Service Knowledge Management System (SKMS)?
A set of best practice publications for IT service management
Used to store and manage knowledge - info and data.
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.


13. What is Emergency Change Advisory Board (ECAB)?
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.
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)
Problem that has a documented root cause and workaround
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


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


15. What is the purpose of the Knowledge Management process?
- 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
Vital Business Function
Up to each org to decide which service requests it will handle
Share perspectives - ideas - experience & info to enable informed decisions


16. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Set of responsibilities - activities and authorities granted to a person or a team.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- 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


17. What is the purpose of the Capacity Management process?
Configuration Management System
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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


18. What is Information?
Ownership regardless of escalation remains with the service desk
It comes from providing context to data - Who? - What? - When? - Where?
Strategic - Tactical - Operational - Commodity
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


19. How do you prioritize an incident?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
Pattern of Business Activity (PBA)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


20. What are the objectives of the seven steps to improvement?
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
It defines performance and the alignment of IT services with the business.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A set of responsibilities defined in a process and assigned to a person or team.


21. What is Request for Change (RFC)?
Incidents never become problems. They co-exist
Vital Business Function
A formal proposal for a change
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements


22. What is Business Value?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Services that provide customer with wanted business outcomes.
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.


23. SKMS
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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
1. Business Service Catalogue 2. Technical Service Catalogue.
Service Knowledge Management System


24. Detail the Process Manager's responsibilities
Fit for purpose-the functionality of a product or service to meet a particular need.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Agreement between an IT service provider and another part of same organization that assists with service provision
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


25. What is the purpose of the Service Asset & Config Management (SACM) process?
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 refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Ensure assets required to deliver service are controlled and info is available for them
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


26. External Service Provider
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Vendor neutral - Non prescriptive - Best practice
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


27. What is the scope of the Service Level Management process?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Application support
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


28. 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)
Provide overall planning for service transition and coordinate resources required for it
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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


29. What is Utilitiy?


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


31. What are Change Management Activities?
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.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change


32. 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
Pattern of Business Activity (PBA)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
1) Utility 2) Warranty


33. BCP
To control lifecycle of all changes to be made with minimal disruption to services
Business Continuity Plan
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Return on Investment


34. What are some Service Level Management Activities?
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) Utility 2) Warranty
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services


35. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Core Publications 2) Complimentary Guidance
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


36. What is the Service Level Agreement?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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 service asset that needs to be managed to deliver a service
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)


37. Detail the Service Owner's repsonsibility.
The underlying cause of one or more failures
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
The ability to detect events - make sense of them and determine right control action
Tangible assets


38. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Services that are no longer available.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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 -


39. What is the scope of the seven steps to improvement?
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.
- Capability constraints - Resource constraints - Utility constraints - And more...
Operation Level Agreement
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


40. What are the objectives of Continual Service Improvement??
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Supplier and Contract Management Information System
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
It can improve utility and warranty of services incresing value.


41. How can the impact of risk be measured?
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)
Qualitative and Quantitative
Definitive Media Library
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement


42. What are the objectives of the Release & Deployment Management process?
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 establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA


43. Internal Service Provider
A service provider which functions within the business units they server.
Set of responsibilities - activities and authorities granted to a person or a team.
Operation Level Agreement
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!


44. What is the scope of the Service Asset & Config Management (SACM) process?
Change Advisory Board
- 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
Includes management of the component lifecycle of every CI (config item)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


45. What is a Process?
A set of activities to accomplish an objective.
The system used to collect and manage Config Items (CI's)
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.
The process that supports the Business Continuity Management process by managing risks that could affect services.


46. What are the objectives of Problem Management?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


47. What is Service Management?
Fit for purpose-the functionality of a product or service to meet a particular need.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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.


48. What should Major Problem Review focus on?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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
The process that obtains value for money from suppliers.


49. What is a Function?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A group of people - tools and resources used to carry out a process activity.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
1) Utility 2) Warranty


50. Define Patterns of Business Activity (PBA)?
By enhancing the performance of tasks and reducing the effect of constraints.
Accountable for the delivery of a specific service.
Problem that has a documented root cause and workaround
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.