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. TCO
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Customer Perception 2) Customer Preference 3) Business Outcomes
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Total Cost of Ownership


2. What does the service desk do??
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.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


3. What is the Service Owner's responsibility?
Configuration Management Database
Information Technology Infrastructure Library
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Accountable for the delivery of a specific service.


4. What are the Change Types?
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.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- 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
1) Customer Perception 2) Customer Preference 3) Business Outcomes


5. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Return on Investment
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)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules


6. What is ITIL?
A set of best practice publications for IT service management
Qualitative and Quantitative
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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


7. What are the technical management groups?
Key Performance Indicator
- Release & Deployment - Transition Planning & Support
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Total Cost of Ownership


8. What is Emergency Change Advisory Board (ECAB)?
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
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.
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.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


9. What are the two views of the Service Catalogue?
Governs the org's approach to Information Security Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Is responsible for managing applications through their lifecycle
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)


10. What is Warranty?
- 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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.


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

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12. What are the processes related to Service Design?
The phase that turns service strategy into a plan for delivering the business outcomes.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


13. What is the Service Level Agreement?
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.
Critical Success Factor
Value of Investment
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.


14. Describe Time Scales of Incident Management

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15. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
Service Level Management
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


16. What processes interfaces with Problem Management?
- 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
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
Change Advisory Board
1) Core Publications 2) Complimentary Guidance


17. What is the Deming Cycle?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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.
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
intangible asset


18. What is the purpose of the Service Asset & Config Management (SACM) process?
Is responsible for managing applications through their lifecycle
Total Cost of Ownership
Ensure assets required to deliver service are controlled and info is available for them
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


19. Where is a role defined?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Makes use of knowledge to create value through well-informed decisions
Addition - modification - removal of anything that could have an effect on IT services
A role is defined in a process or function.


20. What is the role of technical management?
Service Level Agreement
The process to ensure that the level of availability in services needs agrees with the required needs
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- 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


21. BIA
By enhancing the performance of tasks and reducing the effect of constraints.
Business Impact Analysis
To provide a single source of information on all operational and ready for production services.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


22. What are the ISM concepts?
It can improve utility and warranty of services incresing value.
The process in which goals and objectives of service design stage are met
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


23. What does a Service Strategy define??
Provide overall planning for service transition and coordinate resources required for it
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Service Knowledge Management System
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


24. What is the purpose of ITIL Core Publications?
Continual Service Improvement
Agreement between an IT service provider and another part of same organization that assists with service provision
To provide best practice guidance to all types of organizations.
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)


25. What are the 4 P's in Service Design used for?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To provide a balanced view of overall service
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


26. CSI
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Continual Service Improvement


27. What is an incident?
Define steps required to restore business process following disruption
Business Continuity Management
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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


28. What are the objectives of the Transition Planning & Support process?
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 -
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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...
- New service - Major change to service - Removal of service - Changes to the SDP itself


29. What is the scope of the Transition Planning & Support process?
Governs the org's approach to Information Security Management
Includes management of the component lifecycle of every CI (config item)
Configuration Management System
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


30. Describe the Design Coordination process.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Similar to incident model - For problems that have an expensive solution
The process in which goals and objectives of service design stage are met


31. What is the business value of the service desk?
Provide overall planning for service transition and coordinate resources required for it
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A service provider which functions within the business units they server.


32. What is the purpose of the Capacity Management process?
Service Knowledge Management System
Assets such as server licenses and software licenses.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


33. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
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
The basis for value creation including both resources and capabilities
Change Advisory Board


34. What is governance and what does it do?

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35. What is a Process?
A structured set of activities designed to accomplish a specific objective.
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.
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


36. Describe the IT Service Continuity Management process.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The process that supports the Business Continuity Management process by managing risks that could affect services.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


37. SACM
A group of people - tools and resources used to carry out a process activity.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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
Service Asset and Configuration Management


38. What are three types of events?

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39. What is an IT Service?
A service provider which functions within the business units they server.
The result of an activity following a process or the delivery of a service.
A service provided by an IT service provider made up of a combination of IT - people and processes.
- 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


40. What is an Outcome?
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)
Services that provide customer with wanted business outcomes.
The result of an activity following a process or the delivery of a service.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


41. What are the five Service Operation processes?
Problem that has a documented root cause and workaround
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


42. 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)
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) Preferences 2) Past experiences 3) Communications
A function that reflects the part of business process that is critical to success of business


43. What is the purpose of Service Portfolio Management?
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


44. What is the purpose of Service Catalogue Management?
The basis for value creation including both resources and capabilities
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- Capability constraints - Resource constraints - Utility constraints - And more...
To provide a single source of information on all operational and ready for production services.


45. What is Service Management?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


46. What is the purpose of Service Strategy?

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47. What is the scope of Incident Management?
Business Continuity Plan
Any event which disrupts - or which could disrupt - a service
Keep it simple - Use multi-level categorization - Use categorization for reporting
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


48. ECAB
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Emergency Change Advisory Board
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


49. What is the content of a Business Case?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Change Management - Service Asset & Config Management - Knowledge Management
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


50. CI
Access - Identity - Rights - Service or Service Groups - Directory Services
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Configuration Item
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring