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ITIL

Subjects : certifications, itil, it-skills

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 scope of change?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Responsible - Accountable - Consult - Inform
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

2. What is an Event?
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Service Knowledge Management System
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

3. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Incidents never become problems. They co-exist
1) Utility 2) Warranty
1) Quality Service 2) Cost-effective Services

4. 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
The process that obtains value for money from suppliers.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Up to each org to decide which service requests it will handle

5. What is the definition of Service Improvement Plan?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

6. What are the phases of the ITIL Service Lifecycle?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Set of responsibilities - activities and authorities granted to a person or a team.
Service Knowledge Management System
This is where the customer sees the actual value of the services

7. SCMIS
It defines performance and the alignment of IT services with the business.
1) Quality Service 2) Cost-effective Services
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
Supplier and Contract Management Information System

8. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
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
A service asset that needs to be managed to deliver a service
Request for Change

9. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- 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
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid

10. When do you conduct a major problem review?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
After closure and it is linked to major incident review
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

11. SLA
Information Communication Technology
A formal proposal for a change
Service Level Agreement
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

12. What is the Service Design phase?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
The phase that turns service strategy into a plan for delivering the business outcomes.

13. What are the objectives of technical management?

14. What is Vital Business Functions?
A function that reflects the part of business process that is critical to success of business
A set of responsibilities defined in a process and assigned to a person or team.
Service Desk - Technical management - IT Operation Management - Application Management
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

15. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
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
A formal proposal for a change
The services themselves - Service management processes - Technology (management of infrastructure) - People

16. What is Request for Change (RFC)?
Keep it simple - Use multi-level categorization - Use categorization for reporting
A formal proposal for a change
A group of people - tools and resources used to carry out a process activity.
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. What is the purpose of Service Operation?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Functional requirements - SLAs - benefits and design constraints
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To provide best practice guidance to all types of organizations.

18. What is the Organization Level Agreement?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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
Agreement between an IT service provider and another part of same organization that assists with service provision
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

19. Internal Service Provider
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It covers: - design - implementation - measurement -management -improvement of service and component availability
To quantify the impact to the business that loss of service would have
A service provider which functions within the business units they server.

20. What is a Service Pipeline?
By enhancing the performance of tasks and reducing the effect of constraints.
All services under development - growth and Outlook.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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

21. What processes are related to of Service Operation??
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Service Desk - Technical management - IT Operation Management - Application Management
To control lifecycle of all changes to be made with minimal disruption to services

22. What is the Business Value of Service Design?
Supplier and Contract Management Information System
1) Quality Service 2) Cost-effective Services
The process in which goals and objectives of service design stage are met
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

23. BCM
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.
Business Continuity Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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

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

25. PBA
The implementation and management of IT services that meet the needs of the business.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Pattern of Business Activity
Vital Business Function

26. What are the Incident Management activities??
Configuration Item
- Change Management - Service Asset & Config Management - Knowledge Management
Carry out one or more process activities
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 -

27. What is Remediation Planning?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Action taken to recover after a failed change or release.
Fit for purpose-the functionality of a product or service to meet a particular need.
1) Preferences 2) Past experiences 3) Communications

28. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
It can identify weaknesses or areas of improvements.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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.

29. What are the objectives of the Service Design phase?
A set of activities to accomplish an objective.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A service asset that needs to be managed to deliver a service
Pattern of Business Activity

30. What is the purpose of Change Management?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
To control lifecycle of all changes to be made with minimal disruption to services
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

31. OLA
- 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
Operation Level Agreement
This is where the customer sees the actual value of the services
Underpinning Contract

32. What are the basic concepts of Access Management?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Business Impact Analysis
Access - Identity - Rights - Service or Service Groups - Directory Services
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

33. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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
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
Problem that has a documented root cause and workaround

34. VOI
- 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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Value of Investment
Service Level Agreement

35. RFC
Speeds up resolution - Concern of data quality
Request for Change
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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

36. Detail the Process Owner's responsibilities
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
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)
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
Business Continuity Management

37. What is the purpose of Service Portfolio Management?
Services that are no longer available.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

38. What is the purpose of the supplier management process?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
All services under development - growth and Outlook.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A structured set of activities designed to accomplish a specific objective.

39. What is the scope of the Release & Deployment Management process?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
It takes inputs and turn them into outputs.
Includes the processes - systems & functions to package - build - test and deploy a release in live use

40. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A set of discrete facts

41. SKMS
Ownership regardless of escalation remains with the service desk
Service Knowledge Management System
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.
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.

42. What is the purpose of IT Operations Management?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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

43. What topics are covered in Service Strategy?
A service provider which functions within the business units they server.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Everyone except for Type III service providers (third parties)

44. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Emergency Change Advisory Board
The process that supports the Business Continuity Management process by managing risks that could affect services.
To control lifecycle of all changes to be made with minimal disruption to services

45. CAM
Change Advisory Board
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Business Impact Analysis
All services under development - growth and Outlook.

46. What are the objectives of the seven steps to improvement?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Produce and maintain capacity plan - Provide advice and guidance to business on capacity and performance issues - Assist with performance and capacity incidents and problems - Assess impact of changes on capacity plan - Proactive improvements
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

47. What is the CSI register?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
All services under development - growth and Outlook.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)

48. What is the purpose of Request Fulfillment?

49. Shared Services Unit
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
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
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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.

50. What are examples of Config Items?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Assets such as server licenses and software licenses.
Vital Business Function
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers