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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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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?
Service Desk - Technical management - IT Operation Management - Application Management
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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) Preferences 2) Past experiences 3) Communications

2. What is Emergency Change Advisory Board (ECAB)?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Pattern of Business Activity

3. What is the Business Value of Service Design?
- Vendor neutral - Non prescriptive - Best practice
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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.
1) Quality Service 2) Cost-effective Services

4. What is the purpose of IT Operations Management?
Service Knowledge Management System
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
To provide and maintain a single source of info on all operational and ready to be introduced services
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

5. What characteristics does a process have?
1) Core Publications 2) Complimentary Guidance
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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
Pattern of Business Activity (PBA)

6. What is a Function?
Change Advisory Board
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Core Publications 2) Complimentary Guidance
A group of people - tools and resources used to carry out a process activity.

7. What are the objectives of Availability 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.
Lifecycle wide process and relevant to all lifecycles
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
- Manage access - Respond to requests for granting access - Oversee access

8. What are the objectives of the Service Asset & Config Management (SACM) process??
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
The ability to detect events - make sense of them and determine right control action
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

9. What are the objectives of the Capacity Management process?
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
A group of people - tools and resources used to carry out a process activity.
Is a request from a user for info - advice - standard change - or access to an IT service
To provide and maintain a single source of info on all operational and ready to be introduced services

10. Facilities Management
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

11. Why is automation of technology and architecture beneficial?
To plan - schedule & control the build - test & deployment of releases
It can improve utility and warranty of services incresing value.
Information Technology Infrastructure Library
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 -

12. Detail the Process Owner's responsibilities
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.
Provide overall planning for service transition and coordinate resources required for 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.
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

13. RACI
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 service asset that needs to be managed to deliver a service
Responsible - Accountable - Consult - Inform

14. What are Retired Services?
Services that are no longer available.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Used to store and manage knowledge - info and data.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

15. BCP
Services that provide customer with wanted 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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Business Continuity Plan

16. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Similar to incident model - For problems that have an expensive solution
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Service Knowledge Management System

17. What are the ISM concepts?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

18. What are the objectives of the Release & Deployment Management process?
It can improve utility and warranty of services incresing value.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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 -

19. What is the Process Practitioner's responsibility?
Data - Information - Knowledge - Wisdom
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
Carry out one or more process activities
Request for Change

20. What are the objectives of Service Transition?
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
Configuration Item
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

21. What are the objectives of the Service Design phase?
The process that supports the Business Continuity Management process by managing risks that could affect services.
A service asset that needs to be managed to deliver a service
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.

22. What is the configuration baseline?
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.
- 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 provide and maintain a single source of info on all operational and ready to be introduced services
Speeds up resolution - Concern of data quality

23. What are some Service Level Management Activities?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- 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
Underpinning Contract
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

24. What is the purpose of Change Management?
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To control lifecycle of all changes to be made with minimal disruption to services
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

25. What are three types of events?
Qualitative and Quantitative
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Strategic - Tactical - Operational - Commodity
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni

26. What is the business value of Continual Service Improvement?
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 implementation and management of IT services that meet the needs of the business.
A customer requirement for an aspect of an IT service
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

27. What is the purpose of Service Portfolio Management?
Align new/changed services with business requirements - Maximize value to the business operations
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

28. What are the Capacity Sun- Processes?
- Manage access - Respond to requests for granting access - Oversee access
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)
1) Preferences 2) Past experiences 3) Communications
- Local service desk = physically and culturally close to user community - Centralized service desk = merging multiple service desks together - Virtual service desk = use of technology to make up service desk - such as working from home

29. What are the two views of the Service Catalogue?
A formal proposal for a change
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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)

30. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Information Technology Infrastructure Library
Includes management of the component lifecycle of every CI (config item)

31. What are the phases of the ITIL Service Lifecycle?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Total Cost of Ownership
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

32. 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 -
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
- 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
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

33. What is the RACI matrix?
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

34. What is the scope of Service Operation??
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
A 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.
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)
The services themselves - Service management processes - Technology (management of infrastructure) - People

35. What is the role of Application Management?
The ability to detect events - make sense of them and determine right control action
A structured set of activities designed to accomplish a specific objective.
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

36. What are four Service Level Agreement Frameworks??
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
To control lifecycle of all changes to be made with minimal disruption to services
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The level to which the service meets a customer's expectation.

37. What are the objectives of the Transition Planning & Support process?
Action taken to recover after a failed change or release.
After closure and it is linked to major incident review
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...
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni

38. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Problem that has a documented root cause and workaround
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Emergency Change Advisory Board

39. What is the relationship between Incidents and Problems?
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.
Request for Change
Incidents never become problems. They co-exist
Set of responsibilities - activities and authorities granted to a person or a team.

40. What two processes is Problem Management made up of?
Business Impact Analysis
The services themselves - Service management processes - Technology (management of infrastructure) - People
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)
Keep it simple - Use multi-level categorization - Use categorization for reporting

41. What processes does the Change Management process interface with?
It can identify weaknesses or areas of improvements.
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)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

42. What is Vital Business Functions?
Tangible assets
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A function that reflects the part of business process that is critical to success of business
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

43. Describe the Capacity Management process.
Services that are no longer available.
Is responsible for managing applications through their lifecycle
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

44. What is the Process Manager's responsibility?
Definitive Media Library
1) Quality Service 2) Cost-effective Services
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To be accountable for the operational management of the process.

45. What are the objectives of the seven steps to improvement?
- Vendor neutral - Non prescriptive - Best practice
Change Advisory Board
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

46. Why do organizations use ITIL?
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.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
It can improve utility and warranty of services incresing value.

47. What are the objectives of the Knowledge Management process??
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
The result of an activity following a process or the delivery of a service.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

48. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Services that are no longer available.

49. What communication is part of Service Operation?
The process in which goals and objectives of service design stage are met
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

50. Why is ITIL successful?
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
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
- Vendor neutral - Non prescriptive - Best practice
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

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