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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.
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 is the purpose of the even steps to improvement?
Business Impact Analysis
- 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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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

2. Detail the Process Manager's responsibilities
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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

3. Describe the Information Security Management process.
Is an authority matrix used to document the roles and relationships of the stakeholders in a 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.
Critical Success Factor
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

4. What are the seven steps to improvement?
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

5. What are three types of events?

6. Detail the Service Owner's repsonsibility.
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
Return on Investment
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Single Point Of Contact

7. What are two availability management activities?
Change Advisory Board
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

8. What are the objectives of the service desk??
All services under development - growth and Outlook.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Service Knowledge Management System

9. What is the definition of a Service Level Agreement Monitoring Chart?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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!
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

10. What is the business value of the service desk?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

11. What are the options of organizational structures of a service desk?
- 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
Fit for purpose-the functionality of a product or service to meet a particular need.
To provide a balanced view of overall service
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

12. What is the purpose of the Capacity Management process?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Business Continuity Plan
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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)

13. VOI
Value of Investment
The services themselves - Service management processes - Technology (management of infrastructure) - People
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

14. What Service Transition processes primarily support the Service Transition phase?
A role is defined in a process or function.
- Release & Deployment - Transition Planning & Support
1) Quality Service 2) Cost-effective Services
Change Advisory Board

15. Technical and Application Management are involved in ___________________

16. What are the three types of Service Providers??
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
Internal Service Provider - Shared Service Unit - External Service Provider
The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

17. VBF
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
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Vital Business Function

18. What is the scope of the seven steps to improvement?
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
Problem that has a documented root cause and workaround
Ownership regardless of escalation remains with the service desk
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

19. What is the scope of Service Transition?
Responsible - Accountable - Consult - Inform
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Service Level Management
Change Advisory Board

20. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
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 plan - schedule & control the build - test & deployment of releases
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

21. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Underpinning Contract
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.
Vital Business Function

22. What is the purpose of ITIL Complementatry Guidance?
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
To plan - schedule & control the build - test & deployment of releases
Business Continuity Plan
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

23. What are the ITSCM process activities??
- 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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

24. What is the RACI matrix?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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.
Change Advisory Board
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

25. What is the purpose of Business Relationship Management??
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Supplier and Contract Management Information System
A service provider which functions within the business units they server.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

26. DIKW
A formal proposal for major changes that involve high cost - risk or org. impact.
Definitive Media Library
Data - Information - Knowledge - Wisdom
A group of people - tools and resources used to carry out a process activity.

27. What is the purpose of the Release & Deployment Management process?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Strategic - Tactical - Operational - Commodity
To plan - schedule & control the build - test & deployment of releases
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

28. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
The services themselves - Service management processes - Technology (management of infrastructure) - People

29. SLA
Service Level Agreement
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
Data - Information - Knowledge - Wisdom

30. What types of metrics are there and what are they??

31. What is the scope of the Knowledge Management process?
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The implementation and management of IT services that meet the needs of the business.
Lifecycle wide process and relevant to all lifecycles

32. What is technical management?
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
Design - testing - improvements of CI's
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

33. Describe the Design Coordination process.
A customer requirement for an aspect of an IT service
Design - testing - improvements of CI's
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The process in which goals and objectives of service design stage are met

34. What are the objectives of technical management?

35. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
Change Advisory Board
A group of people - tools and resources used to carry out a process activity.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

36. What are the objectives of the Release & Deployment Management process?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To provide best practice guidance to all types of organizations.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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 -

37. What is the purpose of Service Operation?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of 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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

38. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
To be accountable for the operational management of the process.
It comes from providing context to data - Who? - What? - When? - Where?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

39. Where is a role defined?
Underpinning Contract
A role is defined in a process or function.
- 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
Pattern of Business Activity

40. What is the purpose of Service Catalogue Management?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
To provide a single source of information on all operational and ready for production services.
The process that supports the Business Continuity Management process by managing risks that could affect services.

41. What are the technical management groups?
It defines performance and the alignment of IT services with the business.
IT Service Management
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

42. What does a Release Policy include?
Single Point Of Contact
Service Asset and Configuration Management
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)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

43. What are the two views of the Service Catalogue?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Agreement between an IT service provider and another part of same organization that assists with service provision
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)

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

45. What is the scope of Service Strategy??

46. What is the Service Owner's responsibility?
The level to which the service meets a customer's expectation.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Accountable for the delivery of a specific service.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

47. What influences the expected service?
Change Advisory Board
1) Preferences 2) Past experiences 3) Communications
Problem that has a documented root cause and workaround
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

48. What is a Role?
To provide a single source of information on all operational and ready for production services.
Supplier and Contract Management Information System
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Set of responsibilities - activities and authorities granted to a person or a team.

49. What is a Function?
A formal proposal for a change
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
A group of people - tools and resources used to carry out a process activity.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

50. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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