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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 are three types of events?

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2. SPOC
Provide overall planning for service transition and coordinate resources required for it
The process that obtains value for money from suppliers.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Single Point Of Contact

3. What is Service Assets?
Definitive Media Library
The basis for value creation including both resources and capabilities
Qualitative and Quantitative
To quantify the impact to the business that loss of service would have

4. What are the objectives of Service Operation?
- 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
Definitive Media Library
A structured set of activities designed to accomplish a specific objective.
Services that provide customer with wanted business outcomes.

5. What are the Incident Management activities??
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 -
Operation Level Agreement
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

6. What are the components of value?
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
- Manage access - Respond to requests for granting access - Oversee access
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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

7. What does process definitions describe??
The phase that turns service strategy into a plan for delivering the business outcomes.
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
Inputs - Outputs - Activities - Measurements - Roles
- Release & Deployment - Transition Planning & Support

8. UC
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)
- 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
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
Underpinning Contract

9. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
Set of responsibilities - activities and authorities granted to a person or a team.
Pattern of Business Activity (PBA)

10. When is the Service Design Package created or edited?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- New service - Major change to service - Removal of service - Changes to the SDP itself
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

11. External Service Provider
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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Pattern of Business Activity
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.

12. What is IT Service Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
The implementation and management of IT services that meet the needs of the business.
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 of Investment

13. What is a Function?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Problem that has a documented root cause and workaround
The phase that turns service strategy into a plan for delivering the business outcomes.
A group of people - tools and resources used to carry out a process activity.

14. What are the objectives of IT Operations Management?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Qualitative and Quantitative
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

15. What is an incident?
A customer requirement for an aspect of an IT service
It can identify weaknesses or areas of improvements.
Configuration Item
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

16. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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
- Change Management - Service Asset & Config Management - Knowledge Management
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)

17. What characteristics does a process have?
A service asset that needs to be managed to deliver a service
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

18. What are the objectives of Incident Management?
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
Application support
- Capability constraints - Resource constraints - Utility constraints - And more...
- 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

19. Volume/Phase 3: Service Transition - What is it?
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
It defines performance and the alignment of IT services with the business.
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)
Tp provide the right for users to be able to use a service or group of services

20. What is the scope of Problem Management?
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
ensuer goals of service design stage are met with single point of coordination within this stage
Data - Information - Knowledge - Wisdom
A service provided by an IT service provider made up of a combination of IT - people and processes.

21. A capability is an _________________
intangible asset
- 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
Configuration Item
Critical Success Factor

22. What is the Service Owner's responsibility?
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Service Level Agreement
Accountable for the delivery of a specific service.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

23. What are the three Service Design Agreements?

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24. Why is ITIL successful?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- 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
- Vendor neutral - Non prescriptive - Best practice
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.

25. When do you conduct a major problem review?
After closure and it is linked to major incident review
To provide best practice guidance to all types of organizations.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
- Budgeting - Accounting - Charging (Billing)

26. What is Warranty?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The basis for value creation including both resources and capabilities
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

27. What are the objectives of Access Management?
Similar to incident model - For problems that have an expensive solution
- 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
intangible asset
- Manage access - Respond to requests for granting access - Oversee access

28. What is Business Value?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Lifecycle wide process and relevant to all lifecycles
Services that provide customer with wanted business outcomes.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

29. What is a problem?
- Manage access - Respond to requests for granting access - Oversee access
The underlying cause of one or more failures
1) Core Publications 2) Complimentary Guidance
Service Asset and Configuration Management

30. CSI
Services that provide customer with wanted business outcomes.
Continual Service Improvement
A structured set of activities designed to accomplish a specific objective.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

31. Describe the Information Security Management process.
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
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.
Similar to incident model - For problems that have an expensive solution
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

32. What is a Process?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
A structured set of activities designed to accomplish a specific objective.
Vital Business Function

33. What is the purpose of Availability Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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
Lifecycle wide process and relevant to all lifecycles
Services that provide customer with wanted business outcomes.

34. What is the Snapshot?
Strategic - Tactical - Operational - Commodity
Service Knowledge Management System
1) Customer Perception 2) Customer Preference 3) Business Outcomes
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.

35. What are KPI's?
Information Communication Technology
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)
Internal Service Provider - Shared Service Unit - External Service Provider
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

36. SLM
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
- Budgeting - Accounting - Charging (Billing)
Service Level Management

37. How do you escalate an incident?
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)
A group of people and the tools they use to perform one or more processes or activities.
Inputs - Outputs - Activities - Measurements - Roles
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

38. What does the service desk do??
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

39. How do services facilitate outcomes?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
By enhancing the performance of tasks and reducing the effect of constraints.
The system used to collect and manage Config Items (CI's)
Critical Success Factor

40. How can the impact of risk be measured?
Pattern of Business Activity (PBA)
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
Qualitative and Quantitative
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

41. What is Vital Business Functions?
It can identify weaknesses or areas of improvements.
The services themselves - Service management processes - Technology (management of infrastructure) - People
A function that reflects the part of business process that is critical to success of business
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

42. 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.
Ownership regardless of escalation remains with the service desk
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- Budgeting - Accounting - Charging (Billing)

43. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
All services under development - growth and Outlook.
Service Asset and Configuration Management
Strategic - Tactical - Operational - Commodity

44. What is the purpose of Service Operation?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Service Knowledge Management System
It comes from providing context to data - Who? - What? - When? - Where?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

45. What are the Change Types?
- 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
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!
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

46. What is the scope of the Transition Planning & Support process?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Align new/changed services with business requirements - Maximize value to the business operations
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

47. What are the components of IT Operations Management?
Single Point Of Contact
Is responsible for managing applications through their lifecycle
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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

48. What is the purpose of Change Management?
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.
To control lifecycle of all changes to be made with minimal disruption to services
Service Knowledge Management System
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

49. Shared Services Unit
Single Point Of Contact
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 process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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.

50. CSF
Critical Success Factor
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A formal proposal for a change