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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 the objectives of the Service Level Management process?
Addition - modification - removal of anything that could have an effect on IT services
The system used to collect and manage Config Items (CI's)
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
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

2. What is the Organization Level Agreement?
It comes from providing context to data - Who? - What? - When? - Where?
Agreement between an IT service provider and another part of same organization that assists with service provision
Information Communication Technology
Emergency Change Advisory Board

3. What is the purpose of the Knowledge Management process?
To quantify the impact to the business that loss of service would have
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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Share perspectives - ideas - experience & info to enable informed decisions

4. Shared Services Unit
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.
By enhancing the performance of tasks and reducing the effect of constraints.
Critical Success Factor
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

5. Describe the Design Coordination process.
Up to each org to decide which service requests it will handle
The process in which goals and objectives of service design stage are met
The underlying cause of one or more failures
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

6. What are the Capacity Sun- Processes?
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...
intangible asset
Key Performance Indicator
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)

7. What levels are baselines established at?

8. CI
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)
Configuration Item
Critical Success Factor
1) Utility 2) Warranty

9. What is the CSI register?
Information Technology Infrastructure Library
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Capability constraints - Resource constraints - Utility constraints - And more...

10. What are the objectives of Service Operation?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
- 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
This is where the customer sees the actual value of the services
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

11. What are the two views of the Service Catalogue?
Includes management of the component lifecycle of every CI (config item)
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)
Continual Service Improvement
The process that supports the Business Continuity Management process by managing risks that could affect services.

12. What does a Service Strategy define??
Underpinning Contract
Service Desk - Technical management - IT Operation Management - Application Management
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.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

13. What is the purpose of Incident Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
1. Business Service Catalogue 2. Technical Service Catalogue.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Service Desk - Technical management - IT Operation Management - Application Management

14. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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

15. What are the objectives of Continual Service Improvement??
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 defines performance and the alignment of IT services with the business.
Business Impact Analysis
Continual Service Improvement

16. What are Change Management Activities?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

17. What is the scope of Event Management?

18. What is stored in the Service Knowledge Management System (SKMS)??

19. What is the definition of Service Improvement Plan?
It's he process responsible for managing the lifecycle of all service requests from users
Definitive Media Library
To provide a single source of information on all operational and ready for production services.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

20. What is a Service Catalogue?
Strategic - Tactical - Operational - Commodity
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.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

21. What is the purpose of the Capacity Management process?
To provide and maintain a single source of info on all operational and ready to be introduced services
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)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Return on Investment

22. Volume/Phase 4: Service Operation - What is it?
1. Business Service Catalogue 2. Technical Service Catalogue.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Known Error Database
A function that reflects the part of business process that is critical to success of business

23. What is the purpose of Problem Management?
It's he process responsible for managing the lifecycle of all service requests from users
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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.

24. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Strategic - Tactical - Operational - Commodity
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

25. What are the seven steps to improvement?
Align new/changed services with business requirements - Maximize value to the business operations
A group of people and the tools they use to perform one or more processes or activities.
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
It can identify weaknesses or areas of improvements.

26. What is the objective of Service Strategy
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Align new/changed services with business requirements - Maximize value to the business operations

27. What are CSF's?
Assets such as server licenses and software licenses.
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Qualitative and Quantitative

28. What is a Service Portfolio?
Underpinning Contract
A group of people - tools and resources used to carry out a process activity.
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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

29. What is the purpose of the Release & Deployment Management process?
Known Error Database
To plan - schedule & control the build - test & deployment of releases
Ownership regardless of escalation remains with the service desk
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

30. What is Remediation Planning?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
It defines performance and the alignment of IT services with the business.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Action taken to recover after a failed change or release.

31. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- 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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

32. What processes does Financial Management include?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Emergency Change Advisory Board
- Budgeting - Accounting - Charging (Billing)
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.

33. 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.
A set of discrete facts
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Pattern of Business Activity (PBA)

34. What is the Definitive Media Library?

35. What is a Process Owner's responsibility?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
- 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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To provide a balanced view of overall service

36. What is the scope of the Knowledge Management process?
Operation Level Agreement
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Keep it simple - Use multi-level categorization - Use categorization for reporting
Lifecycle wide process and relevant to all lifecycles

37. What is the purpose of Request Fulfillment?

38. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
Continual Service Improvement
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

39. What is the purpose of the supplier management process?
Service Asset and Configuration Management
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

40. What do Change Models have?
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 provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Services that are no longer available.

41. What cycles are associated with budgeting - accounting - charging?
intangible asset
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Ensure assets required to deliver service are controlled and info is available for them
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

42. A capability is an _________________
Responsible - Accountable - Consult - Inform
intangible asset
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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

43. What activities support Continual Service Improvement?
Any event which disrupts - or which could disrupt - a service
Total Cost of Ownership
- 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

44. What are the Service Operation Functions??
A role is defined in a process or function.
Service Desk - Technical management - IT Operation Management - Application Management
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

45. What are the five Service Operation processes?
All services under development - growth and Outlook.
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

46. What is a Role?
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.
Service Asset and Configuration 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
Set of responsibilities - activities and authorities granted to a person or a team.

47. What are the components of IT Operations Management?
- Vendor neutral - Non prescriptive - Best practice
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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
Continual Service Improvement

48. What are the objectives of the Transition Planning & Support process?
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...
To provide and maintain a single source of info on all operational and ready to be introduced services
Pattern of Business Activity
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

49. What are the objectives of Availability Management process?
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
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
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 of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.

50. What are the components of the ITIL framework?
Tangible assets
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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1) Core Publications 2) Complimentary Guidance