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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. Describe the Service Catalogue Management process.
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 -
To provide and maintain a single source of info on all operational and ready to be introduced services
A set of activities to accomplish an objective.
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.

2. What is the scope of Problem Management?
The ability to detect events - make sense of them and determine right control action
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
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

3. What Service Transition processes primarily support the Service Transition phase?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- Release & Deployment - Transition Planning & Support
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Manage access - Respond to requests for granting access - Oversee access

4. What is a Process Owner's responsibility?
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.
A service provider which functions within the business units they server.
Service Asset and Configuration Management

5. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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 -
Governs the org's approach to Information Security Management
A service provided by an IT service provider made up of a combination of IT - people and processes.

6. What communication is part of Service Operation?
Internal Service Provider - Shared Service Unit - External Service Provider
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

7. DML
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Definitive Media Library
The process in which goals and objectives of service design stage are met
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

8. What is the scope of the Knowledge Management process?
Definitive Media Library
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
All services under development - growth and Outlook.
Lifecycle wide process and relevant to all lifecycles

9. ITSM
The underlying cause of one or more failures
Incidents never become problems. They co-exist
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
IT Service Management

10. What is an IT Service?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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 -
A service provided by an IT service provider made up of a combination of IT - people and processes.
Define steps required to restore business process following disruption

11. Describe the Design Coordination process.
- 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
Configuration Management System
The process in which goals and objectives of service design stage are met
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and

12. What should an incident model include??
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
Key Performance Indicator
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Define steps required to restore business process following disruption

13. BCP
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
Business Continuity Plan
Business Continuity Management

14. What are Retired Services?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Business Impact Analysis
To provide best practice guidance to all types of organizations.
Services that are no longer available.

15. SACM
Service Asset and Configuration Management
The implementation and management of IT services that meet the needs of the business.
1) Quality Service 2) Cost-effective Services
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

16. TCO
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
Total Cost of Ownership
Qualitative and Quantitative

17. Describe the Information Security Management process.
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.
Design - testing - improvements of CI's
Services that are no longer available.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

18. KEDB
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Known Error Database
The config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.
Definitive Media Library

19. What are the objectives of Service Transition?
ensuer goals of service design stage are met with single point of coordination within this stage
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
All services under development - growth and Outlook.
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

20. ICT
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Information Communication Technology
The process that obtains value for money from suppliers.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

21. What is an incident?
The underlying cause of one or more failures
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
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.
Executing the policies in information security management

22. Volume/Phase 4: Service Operation - What is it?
It can improve utility and warranty of services incresing value.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

23. Who owns an incident?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
All services under development - growth and Outlook.
Ownership regardless of escalation remains with the service desk

24. What drives service design?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Change Management - Service Asset & Config Management - Knowledge Management
Functional requirements - SLAs - benefits and design constraints

25. What is Service Assets?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The basis for value creation including both resources and capabilities
A service provider which functions within the business units they server.
It can improve utility and warranty of services incresing value.

26. What are three types of events?

27. What is the purpose of Availability Management process?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Configuration Management Database
Share perspectives - ideas - experience & info to enable informed decisions
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

28. What is a Function?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Access - Identity - Rights - Service or Service Groups - Directory Services
Pattern of Business Activity (PBA)
A group of people - tools and resources used to carry out a process activity.

29. What is the business value of Service Operation?
Functional requirements - SLAs - benefits and design constraints
This is where the customer sees the actual value of the services
Keep it simple - Use multi-level categorization - Use categorization for reporting
1) Core Publications 2) Complimentary Guidance

30. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Align new/changed services with business requirements - Maximize value to the business operations
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

31. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Services that are no longer available.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

32. What are the components of IT Operations Management?
- 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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A service asset that needs to be managed to deliver a service

33. What are the Incident Management activities??
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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.
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 -

34. What are the five Service Operation processes?
Key Performance Indicator
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

35. What is the scope of the Service Design phase?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
Design - testing - improvements of CI's
intangible asset

36. What is the purpose of IT Operations Management?
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
Operation Level Agreement
1) Quality Service 2) Cost-effective Services
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

37. ITIL
Information Technology Infrastructure Library
It can identify weaknesses or areas of improvements.
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.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

38. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Internal Service Provider - Shared Service Unit - External Service Provider
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.

39. RFC
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
intangible asset
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Request for Change

40. What processes does the Change Management process interface with?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Includes the processes - systems & functions to package - build - test and deploy a release in live use

41. What is the purpose of Continual Service Improvement?
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
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

42. What is the Information Security Policy?

43. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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 Service Management

44. Why is automation of technology and architecture beneficial?
- Capability constraints - Resource constraints - Utility constraints - And more...
It can improve utility and warranty of services incresing value.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom

45. How do you prioritize an incident?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A customer requirement for an aspect of an IT service
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

46. What is the purpose of Event Management?
Known Error Database
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A group of people and the tools they use to perform one or more processes or activities.
The ability to detect events - make sense of them and determine right control action

47. Define Patterns of Business Activity (PBA)?
A group of people - tools and resources used to carry out a process activity.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Access - Identity - Rights - Service or Service Groups - Directory Services
Action taken to recover after a failed change or release.

48. What is the scope of Service Operation??
Change Advisory Board
The services themselves - Service management processes - Technology (management of infrastructure) - People
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

49. Detail the Process Manager's responsibilities
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
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
The process in which goals and objectives of service design stage are met

50. What is the scope of the Service Asset & Config Management (SACM) process?
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)
A service asset that needs to be managed to deliver a service
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
Includes management of the component lifecycle of every CI (config item)