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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 Capacity Management process?
The process in which goals and objectives of service design stage are met
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

2. SPOC
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Single Point Of Contact

3. Describe the Service Level Management process.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

4. What is the CSI approach?
Definitive Media Library
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
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
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

5. Why is ITIL successful?
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
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.
Return on Investment
- Vendor neutral - Non prescriptive - Best practice

6. What are the objectives of Availability Management process?
Addition - modification - removal of anything that could have an effect on IT services
Provide overall planning for service transition and coordinate resources required for it
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
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.

7. What is a basline measurement?
- Change Management - Service Asset & Config Management - Knowledge Management
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- 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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

8. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
It takes inputs and turn them into outputs.

9. What characteristics does a process have?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
The process that obtains value for money from suppliers.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

10. ITIL
Information Technology Infrastructure Library
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 -
The ability to detect events - make sense of them and determine right control action
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

11. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Value of Investment
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Quality Service 2) Cost-effective Services

12. 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...
- Capability constraints - Resource constraints - Utility constraints - And more...
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.
Configuration Management System

13. What are the objectives of the Service Level Management process?
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

14. Describe Time Scales of Incident Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
It's he process responsible for managing the lifecycle of all service requests from users
Functional requirements - SLAs - benefits and design constraints
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

15. What is the purpose of the Service Asset & Config Management (SACM) process?
Services that provide customer with wanted business outcomes.
The basis for value creation including both resources and capabilities
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Ensure assets required to deliver service are controlled and info is available for them

16. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Internal Service Provider - Shared Service Unit - 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.

17. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
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
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Budgeting - Accounting - Charging (Billing)

18. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
This is where the customer sees the actual value of the services
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Tp provide the right for users to be able to use a service or group of services

19. What is the Information Security Policy?
Tangible assets
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
Governs the org's approach to Information Security Management
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

20. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To provide best practice guidance to all types of organizations.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

21. What do Change Models have?
Qualitative and Quantitative
Set of responsibilities - activities and authorities granted to a person or a team.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

22. What is a problem?
- 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
- 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
The underlying cause of one or more failures
It covers: - design - implementation - measurement -management -improvement of service and component availability

23. Why is automation of technology and architecture beneficial?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
It can improve utility and warranty of services incresing value.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Information Communication Technology

24. What is the scope of Problem Management?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

25. Detail the Process Manager's responsibilities
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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
ensuer goals of service design stage are met with single point of coordination within this stage
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)

26. What processes interfaces with Problem Management?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
Carry out one or more process activities
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

27. What are the four Service Operation functions?
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.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Services that provide customer with wanted business outcomes.
Business Impact Analysis

28. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Provide overall planning for service transition and coordinate resources required for it
To be accountable for the operational management of the 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

29. RFC
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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.
Known Error Database
Request for Change

30. What is the purpose of Service Design??
Tangible assets
To provide and maintain a single source of info on all operational and ready to be introduced services
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

31. What are the objectives of the Change Management Process?
- 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
Data - Information - Knowledge - Wisdom
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
Change Advisory Board

32. Name the characteristics of value
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
Accountable for the delivery of a specific service.

33. CMDB
To provide a single source of information on all operational and ready for production services.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Value of Investment
Configuration Management Database

34. What is the scope of the Service Asset & Config Management (SACM) process?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
- New service - Major change to service - Removal of service - Changes to the SDP itself
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Includes management of the component lifecycle of every CI (config item)

35. What are the objectives of the Service Design phase?
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 -
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Key Performance Indicator

36. What is a workaround?
Is a request from a user for info - advice - standard change - or access to an IT service
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
1) Utility 2) Warranty
By enhancing the performance of tasks and reducing the effect of constraints.

37. What is the scope of Request Fulfillment?
To quantify the impact to the business that loss of service would have
Up to each org to decide which service requests it will handle
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

38. Describe the Availability Management process.
Keep it simple - Use multi-level categorization - Use categorization for reporting
The process to ensure that the level of availability in services needs agrees with the required needs
Underpinning Contract
Incident management - Problem management - Event management - Request Fulfillment - Access Management

39. What is an IT Service?
Critical Success Factor
The basis for value creation including both resources and capabilities
Define steps required to restore business process following disruption
A service provided by an IT service provider made up of a combination of IT - people and processes.

40. What is the definition of Service Level Requirements?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Qualitative and Quantitative
A customer requirement for an aspect of an IT service
The process that supports the Business Continuity Management process by managing risks that could affect services.

41. What is the scope 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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

42. Volume/Phase 3: Service Transition - What is it?
A set of responsibilities defined in a process and assigned to a person or team.
Critical Success Factor
Service Desk - Technical management - IT Operation Management - Application Management
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.

43. What levels are baselines established at?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Ensure assets required to deliver service are controlled and info is available for them

44. What actvities does Business Relationship Management Activities refer to?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
- Vendor neutral - Non prescriptive - Best practice
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

45. What communication is part of Service Operation?
Addition - modification - removal of anything that could have an effect on IT services
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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.

46. What are the activities associated with Problem Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
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
Business Continuity Plan
A customer requirement for an aspect of an IT service

47. What is a Function?
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
A group of people - tools and resources used to carry out a process activity.
To provide and maintain a single source of info on all operational and ready to be introduced services
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.

48. What is a Role?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Set of responsibilities - activities and authorities granted to a person or a team.
A set of responsibilities defined in a process and assigned to a person or team.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

49. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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 -
Pattern of Business Activity
Design - testing - improvements of CI's

50. What is the scope of the Service Level Management 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...
Governs the org's approach to Information Security Management
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

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