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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. SACM
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
Service Asset and Configuration Management
Services that provide customer with wanted business outcomes.
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 Information Security Policy?

3. What is the Snapshot?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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
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.
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.

4. PBA
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)
Align new/changed services with business requirements - Maximize value to the business operations
Pattern of Business Activity
A service provided by an IT service provider made up of a combination of IT - people and processes.

5. What is the business value of the service desk?
Everyone except for Type III service providers (third parties)
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Core Publications 2) Complimentary Guidance

6. What does the service desk do??
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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

7. Why do organizations use ITIL?
To control lifecycle of all changes to be made with minimal disruption to services
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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.

8. What is an IT Service?
To control lifecycle of all changes to be made with minimal disruption to services
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
A service provided by an IT service provider made up of a combination of IT - people and processes.

9. Describe the IT Service Continuity Management process.
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
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.
- 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

10. What is the scope of the Capacity Management process?
- 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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

11. What are the objectives of the service desk??
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

12. What is Change?
Addition - modification - removal of anything that could have an effect on IT services
Change Advisory Board
A group of people - tools and resources used to carry out a process activity.
- 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

13. What is a Service Catalogue?
To control lifecycle of all changes to be made with minimal disruption to services
A set of activities to accomplish an objective.
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.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

14. What is governance and what does it do?

15. CMS
Configuration Management System
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
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
Qualitative and Quantitative

16. What is a Process?
A set of activities to accomplish an objective.
Business Continuity Management
A formal proposal for major changes that involve high cost - risk or org. impact.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

17. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A set of responsibilities defined in a process and assigned to a person or team.
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.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

18. 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 -
Lifecycle wide process and relevant to all lifecycles
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.
- 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

19. RFC
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Request for Change
- Capability constraints - Resource constraints - Utility constraints - And more...

20. What is the business value of Service Transition?
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
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
Align new/changed services with business requirements - Maximize value to the business operations
The process to ensure that the level of availability in services needs agrees with the required needs

21. What is the definition of a Service Level Agreement Monitoring Chart?
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To plan - schedule & control the build - test & deployment of releases
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

22. 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.
Executing the policies in information security 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)
Qualitative and Quantitative

23. What is the scope of Availability Management process?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A group of people - tools and resources used to carry out a process activity.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
It covers: - design - implementation - measurement -management -improvement of service and component availability

24. What are the objectives of the seven steps to improvement?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Qualitative and Quantitative
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
A structured set of activities designed to accomplish a specific objective.

25. What is a problem?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
The underlying cause of one or more failures

26. Why is ITIL successful?
Configuration Item
A set of discrete facts
- Vendor neutral - Non prescriptive - Best practice
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

27. Where is a role defined?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A role is defined in a process or function.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

28. What is the scope of Continual Service Improvement??
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- Manage access - Respond to requests for granting access - Oversee access
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
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

29. RACI
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 -
Responsible - Accountable - Consult - Inform
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
After closure and it is linked to major incident review

30. When is the Service Design Package created or edited?
Underpinning Contract
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
- New service - Major change to service - Removal of service - Changes to the SDP itself
A set of activities to accomplish an objective.

31. What is an Alert?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

32. BIA
- 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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Business Impact Analysis
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.

33. What are the objectives of the Service Level Management process?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

34. What is the Configuration Management System (CMS)?

35. What are the objectives of the Knowledge Management process??
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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

36. Detail the Process Owner's responsibilities
It takes inputs and turn them into outputs.
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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

37. What are the options of organizational structures of a service desk?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Utility 2) Warranty
- 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
Incidents never become problems. They co-exist

38. Who owns an incident?
Ownership regardless of escalation remains with the service desk
It's he process responsible for managing the lifecycle of all service requests from users
Vital Business Function
Define steps required to restore business process following disruption

39. What is the purpose of Service Transition?
Single Point Of Contact
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

40. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
Supplier and Contract Management Information System
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

41. BCM
Change Advisory Board
Underpinning Contract
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Business Continuity Management

42. DIKW
Data - Information - Knowledge - Wisdom
All services under development - growth and Outlook.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Speeds up resolution - Concern of data quality

43. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
By enhancing the performance of tasks and reducing the effect of constraints.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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

44. Technical and Application Management are involved in ___________________

45. What is the scope of the Service Asset & Config Management (SACM) process?
Definitive Media Library
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
Service Knowledge Management System
Includes management of the component lifecycle of every CI (config item)

46. What are the basic concepts of Access Management?
A group of people - tools and resources used to carry out a process activity.
Access - Identity - Rights - Service or Service Groups - Directory Services
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
1) Preferences 2) Past experiences 3) Communications

47. What is a Service Portfolio?
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.
ensuer goals of service design stage are met with single point of coordination within this stage
Request for Change
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

48. What are the components of value?
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.
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
Service Level Management
1) Customer Perception 2) Customer Preference 3) Business Outcomes

49. What is the scope of Service Transition?
To be accountable for the operational management of the process.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
intangible asset
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

50. What are the activities associated with Problem Management?
Lifecycle wide process and relevant to all lifecycles
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change