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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 governance and what does it do?

2. What is the Business Value of Service Strategy?
It defines performance and the alignment of IT services with the business.
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
Return on Investment
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 -

3. RFC
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...
Request for Change
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The process that obtains value for money from suppliers.

4. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Incidents never become problems. They co-exist
- 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

5. What are Retired Services?
Services that are no longer available.
Service Strategy - Demand Management - Service Portfolio Management - and Financial 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
- Manage access - Respond to requests for granting access - Oversee access

6. What are the processes related to Service Design?
By enhancing the performance of tasks and reducing the effect of constraints.
A function that reflects the part of business process that is critical to success of business
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

7. What is a major incident?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

8. What is the business value of Service Operation?
Ownership regardless of escalation remains with the service desk
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.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
This is where the customer sees the actual value of the services

9. What are the five aspects of Service Design?
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Service Asset and Configuration Management

10. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
Is responsible for managing applications through their lifecycle
Provide overall planning for service transition and coordinate resources required for it
Carry out one or more process activities

11. Volume/Phase 3: Service Transition - What is it?
Total Cost of Ownership
- 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
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.
Lifecycle wide process and relevant to all lifecycles

12. Describe the Capacity Management process.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- 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
Key Performance Indicator
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

13. What are the three types of Service Providers??
Definitive Media Library
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)
Internal Service Provider - Shared Service Unit - External Service Provider
Similar to incident model - For problems that have an expensive solution

14. Detail the Service Owner's repsonsibility.
Keep it simple - Use multi-level categorization - Use categorization for reporting
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
To plan - schedule & control the build - test & deployment of releases
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

15. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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 phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

16. What are the objectives of the Transition Planning & Support process?
- Budgeting - Accounting - Charging (Billing)
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...
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 -
ensuer goals of service design stage are met with single point of coordination within this stage

17. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
The implementation and management of IT services that meet the needs of the business.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The services themselves - Service management processes - Technology (management of infrastructure) - People

18. What is Remediation Planning?
- 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
To provide and maintain a single source of info on all operational and ready to be introduced services
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Action taken to recover after a failed change or release.

19. TCO
Total Cost of Ownership
Return on Investment
A set of activities to accomplish an objective.
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.

20. What is the scope of Continual Service Improvement??
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
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 system used to collect and manage Config Items (CI's)
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.

21. Resources are _____
- 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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Tangible assets

22. What are the objectives of Service Operation?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- 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
Vital Business Function
Fit for Purpose - The functionality of a product or service from a customer's perspective.

23. Describe the Supplier Management process.
Critical Success Factor
Responsible - Accountable - Consult - Inform
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
The process that obtains value for money from suppliers.

24. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Design - testing - improvements of CI's
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.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

25. What are the five stages of the Service Lifecycle?
To provide a single source of information on all operational and ready for production services.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

26. What is the Organization Level Agreement?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Agreement between an IT service provider and another part of same organization that assists with service provision
Carry out one or more process activities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

27. What is the Service Owner's responsibility?
Service Asset and Configuration Management
Accountable for the delivery of a specific service.
Tp provide the right for users to be able to use a service or group of services
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

28. CAB
Change Advisory Board
Accountable for the delivery of a specific service.
Agreement between an IT service provider and another part of same organization that assists with service provision
Service Asset and Configuration Management

29. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Align new/changed services with business requirements - Maximize value to the business operations

30. What is the Definitive Media Library?

31. BCM
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Change Advisory Board
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
Business Continuity Management

32. What is the purpose of Service Portfolio Management?
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
- 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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

33. What is a Config Item (CI)?
The services themselves - Service management processes - Technology (management of infrastructure) - People
A service asset that needs to be managed to deliver a service
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Utility 2) Warranty

34. What is the Service Design phase?
All services under development - growth and Outlook.
Ownership regardless of escalation remains with the service desk
The phase that turns service strategy into a plan for delivering the business outcomes.
Supplier and Contract Management Information System

35. What are the 4 P's in Service Design used for?
Change Advisory Board
To provide a balanced view of overall service
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.

36. What is a Process?
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
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)
A set of activities to accomplish an objective.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

37. SCMIS
The services themselves - Service management processes - Technology (management of infrastructure) - People
Supplier and Contract Management Information System
To quantify the impact to the business that loss of service would have
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

38. What are the supplier categories??
It defines performance and the alignment of IT services with the business.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Strategic - Tactical - Operational - Commodity
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

39. ROI
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Ownership regardless of escalation remains with the service desk
Return on Investment
Everyone except for Type III service providers (third parties)

40. What is a Business Case?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Business Continuity Plan
Configuration Item

41. What are the objectives of Service Transition?
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
Change Advisory Board
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
This is where the customer sees the actual value of the services

42. What is Request for Change (RFC)?
Underpinning Contract
A formal proposal for a change
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
Keep it simple - Use multi-level categorization - Use categorization for reporting

43. What is the Capacity Plan?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Single Point Of Contact

44. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
Change Advisory Board
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
To provide a single source of information on all operational and ready for production services.

45. What is the purpose of Service Design??
Information Technology Infrastructure Library
A service provider which functions within the business units they server.
Similar to incident model - For problems that have an expensive solution
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

46. What is the purpose of the Release & Deployment Management process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Emergency Change Advisory Board
To plan - schedule & control the build - test & deployment of releases
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

47. What are the objectives of the Release & Deployment Management 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 -
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Provide overall planning for service transition and coordinate resources required for it
Application support

48. What does process definitions describe??
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
- 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
Inputs - Outputs - Activities - Measurements - Roles
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

49. 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.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Qualitative and Quantitative
It covers: - design - implementation - measurement -management -improvement of service and component availability

50. What is Change Advisory Board (CAB)?
intangible asset
Service Knowledge Management System
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change