ITIL

Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What are the supplier categories??
IT Service Management
Strategic - Tactical - Operational - Commodity
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


2. What are three types of events?

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3. What is governance and what does it do?

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4. What is the purpose of Availability Management process?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Functional requirements - SLAs - benefits and design constraints
The result of an activity following a process or the delivery of a service.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


5. ECAB
Emergency Change Advisory Board
Executing the policies in information security management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Is a notification that a threshold has been reached - something has changed - or a failure has occured


6. What are the objectives of IT Operations Management?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
It defines performance and the alignment of IT services with the business.


7. Volume/Phase 4: Service Operation - What is it?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
1) Preferences 2) Past experiences 3) Communications


8. What is the UC?
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.
Data - Information - Knowledge - Wisdom
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


9. What is the definition of Service Level Requirements?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Information Technology Infrastructure Library
A customer requirement for an aspect of an IT service
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


10. What is the Service Level Agreement?
Ownership regardless of escalation remains with the service desk
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.
- 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
A function that reflects the part of business process that is critical to success of business


11. Describe the IT Service Continuity Management process.
Similar to incident model - For problems that have an expensive solution
The process that supports the Business Continuity Management process by managing risks that could affect services.
The system used to collect and manage Config Items (CI's)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


12. What is risk?
Service Asset and Configuration Management
Vital Business Function
Speeds up resolution - Concern of data quality
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


13. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Information Technology Infrastructure Library
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


14. What are the the 4 P's in Service Design?
Information Technology Infrastructure Library
Service Level Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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.


15. How do services facilitate outcomes?
It comes from providing context to data - Who? - What? - When? - Where?
By enhancing the performance of tasks and reducing the effect of constraints.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To provide a single source of information on all operational and ready for production services.


16. What processes are related to of Service Operation??
Application support
Incident management - Problem management - Event management - Request Fulfillment - Access 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)
- Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined - budget available -pre-authorized change of low risk - common and follows procedure) - Emergency Changes (Change that must be implemente


17. SACM
A set of discrete facts
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Service Asset and Configuration Management
- New service - Major change to service - Removal of service - Changes to the SDP itself


18. What are the components of IT Operations Management?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Incidents never become problems. They co-exist
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


19. What is the purpose of Request Fulfillment?

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20. What are the Service Transition processes??
The underlying cause of one or more failures
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.
It can identify weaknesses or areas of improvements.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


21. Technical and Application Management are involved in ___________________

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22. What processes does the Change Management process interface with?
Underpinning Contract
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- 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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


23. What processes interfaces with Problem Management?
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 Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Speeds up resolution - Concern of data quality


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

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25. Name the characteristics of value
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Addition - modification - removal of anything that could have an effect on IT services


26. What is the scope of Service Strategy??

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27. What is a Service Portfolio?
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.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- Budgeting - Accounting - Charging (Billing)
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.


28. What drives service design?
Functional requirements - SLAs - benefits and design constraints
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
Lifecycle wide process and relevant to all lifecycles
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


29. What is the purpose of Service Strategy?

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30. What is the scope of Request Fulfillment?
Up to each org to decide which service requests it will handle
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.
Align new/changed services with business requirements - Maximize value to the business operations
A group of people - tools and resources used to carry out a process activity.


31. What processes does Financial Management include?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Budgeting - Accounting - Charging (Billing)
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
The system used to collect and manage Config Items (CI's)


32. What are the phases of the ITIL Service Lifecycle?
Set of responsibilities - activities and authorities granted to a person or a team.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It's he process responsible for managing the lifecycle of all service requests from users
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement


33. What communication is part of Service Operation?
To be accountable for the operational management of the process.
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.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Service Desk - Technical management - IT Operation Management - Application Management


34. SLA
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
Lifecycle wide process and relevant to all lifecycles
Service Level Agreement
Functional requirements - SLAs - benefits and design constraints


35. What are the technical management groups?
The basis for value creation including both resources and capabilities
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Define steps required to restore business process following disruption
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


36. What does the service desk do??
Any event which disrupts - or which could disrupt - a service
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


37. DML
Critical Success Factor
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.
Definitive Media Library
A set of activities to accomplish an objective.


38. What are the layers of the Configuration Management System (CMS)?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


39. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
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
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
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


40. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Services that are no longer available.
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
To quantify the impact to the business that loss of service would have


41. What are the two views of the Service Catalogue?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
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)
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


42. What are the five stages of the Service Lifecycle?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The level to which the service meets a customer's expectation.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


43. What is the Service Design Package?
A set of responsibilities defined in a process and assigned to a person or team.
Ownership regardless of escalation remains with the service desk
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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


44. What is a Problem Model??
The basis for value creation including both resources and capabilities
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.
A formal proposal for a change
Similar to incident model - For problems that have an expensive solution


45. What are the three types of services?
To control lifecycle of all changes to be made with minimal disruption to services
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
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.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


46. What is Utilitiy?

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47. What is the purpose of Business Relationship Management??
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Share perspectives - ideas - experience & info to enable informed decisions
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


48. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Everyone except for Type III service providers (third parties)
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
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


49. RACI
Underpinning Contract
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.
Responsible - Accountable - Consult - Inform
Internal Service Provider - Shared Service Unit - External Service Provider


50. What is the Deming Cycle?
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.
Strategic - Tactical - Operational - Commodity
The level to which the service meets a customer's expectation.
IT Service Management