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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. SPOC
Single Point Of Contact
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
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
A set of best practice publications for IT service management

2. What is an Event?
Service Level Agreement
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.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

3. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
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
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

4. What are the objectives of the seven steps to improvement?
Underpinning Contract
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
Design - testing - improvements of CI's
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

5. Resources are _____
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...
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Tangible assets
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

6. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

7. What is the scope of Problem Management?
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
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
Pattern of Business Activity
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

8. What is the definition of a Service Level Agreement Monitoring Chart?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Internal Service Provider - Shared Service Unit - External Service Provider
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

9. What topics are covered in Service Strategy?
Change Advisory Board
Services that provide customer with wanted business outcomes.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

10. External Service Provider
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...
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
- Budgeting - Accounting - Charging (Billing)

11. Why do organizations use ITIL?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Up to each org to decide which service requests it will handle
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) 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

12. What is a workaround?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- New service - Major change to service - Removal of service - Changes to the SDP itself
intangible asset
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

13. What is a Function?
- Budgeting - Accounting - Charging (Billing)
A group of people and the tools they use to perform one or more processes or activities.
- Manage access - Respond to requests for granting access - Oversee access
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

14. ITSM
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
IT Service Management

15. What is the definition of Service Level Requirements?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
A customer requirement for an aspect of an IT service
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

16. What is Business Value?
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
Services that provide customer with wanted business outcomes.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Request for Change

17. A capability is an _________________
Value of Investment
intangible asset
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
Configuration Management Database

18. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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 -

19. What is Service Management?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Is a request from a user for info - advice - standard change - or access to an IT service

20. It's part of the SKMS (service knowledge management system)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Speeds up resolution - Concern of data quality
The underlying cause of one or more failures

21. What are the objectives of Continual Service Improvement??
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.
A function that reflects the part of business process that is critical to success of business
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's he process responsible for managing the lifecycle of all service requests from users

22. Who should the Information Security Policy be communicated to?
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Everyone except for Type III service providers (third parties)

23. Volume/Phase 3: Service Transition - What is it?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
It defines performance and the alignment of IT services with the business.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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.

24. What is the scope of the Release & Deployment Management process?
A formal proposal for a change
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.
- Release & Deployment - Transition Planning & Support

25. 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.
Configuration Management Database
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

26. What is the purpose of Access Management?
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 -
Continual Service Improvement
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Tp provide the right for users to be able to use a service or group of services

27. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

28. What is a Role?
A set of discrete facts
Set of responsibilities - activities and authorities granted to a person or a team.
Configuration Item
Supplier and Contract Management Information System

29. What is the purpose of Event 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
To provide a balanced view of overall service
The ability to detect events - make sense of them and determine right control action
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

30. What is a Resource?
A service asset that needs to be managed to deliver a service
Incidents never become problems. They co-exist
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Total Cost of Ownership

31. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
1) Customer Perception 2) Customer Preference 3) Business Outcomes
1) Quality Service 2) Cost-effective Services
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

32. What is Value?

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33. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Incidents never become problems. They co-exist
- Release & Deployment - Transition Planning & Support

34. Why is ITIL successful?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Vendor neutral - Non prescriptive - Best practice
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
intangible asset

35. What is the purpose of Service Transition?
A set of discrete facts
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1) Utility 2) Warranty

36. What activities support Continual Service Improvement?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Value of Investment
It comes from providing context to data - Who? - What? - When? - Where?
- 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

37. What are the objectives of the Service Level Management process?
Inputs - Outputs - Activities - Measurements - Roles
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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
The phase that turns service strategy into a plan for delivering the business outcomes.

38. SCMIS
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Up to each org to decide which service requests it will handle
To plan - schedule & control the build - test & deployment of releases
Supplier and Contract Management Information System

39. What are examples of Config Items?
Definitive Media Library
Continual Service Improvement
Assets such as server licenses and software licenses.
Single Point Of Contact

40. What types of metrics are there and what are they??

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41. Describe the Service Catalogue Management process.
Share perspectives - ideas - experience & info to enable informed decisions
To provide and maintain a single source of info on all operational and ready to be introduced services
- Manage access - Respond to requests for granting access - Oversee access
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

42. Facilities Management
A structured set of activities designed to accomplish a specific objective.
Align new/changed services with business requirements - Maximize value to the business operations
To be accountable for the operational management of the process.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

43. What is the scope of the seven steps to improvement?
A customer requirement for an aspect of an IT service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Ownership regardless of escalation remains with the service desk
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

44. What is a Capability?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

45. What are the activities associated with Problem Management?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.

46. What is the purpose of Service Catalogue Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
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
To provide a single source of information on all operational and ready for production services.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

47. What is the Deming Cycle?
Ensure assets required to deliver service are controlled and info is available for them
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.
Emergency Change Advisory Board
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.

48. What does a Release Policy include?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It takes inputs and turn them into outputs.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

49. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
Carry out one or more process activities
Assets such as server licenses and software licenses.

50. RFC
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
Request for Change
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Key Performance Indicator