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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 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.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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)

2. What is risk?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Ownership regardless of escalation remains with the service desk
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.

3. What influences the expected service?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1) Preferences 2) Past experiences 3) Communications
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
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

4. What is the Snapshot?
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.
The process to ensure that the level of availability in services needs agrees with the required needs
- 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
The phase that turns service strategy into a plan for delivering the business outcomes.

5. What is the purpose of the even steps to improvement?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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 -

6. KEDB
1. Business Service Catalogue 2. Technical Service Catalogue.
A structured set of activities designed to accomplish a specific objective.
Known Error Database
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

7. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
To provide a balanced view of overall service
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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)

8. RACI
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
Operation Level Agreement
Action taken to recover after a failed change or release.
Responsible - Accountable - Consult - Inform

9. What are the processes related to Service Design?
Service Knowledge Management System
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Incident management - Problem management - Event management - Request Fulfillment - Access Management

10. It's part of the SKMS (service knowledge management system)
Problem that has a documented root cause and workaround
Speeds up resolution - Concern of data quality
This is where the customer sees the actual value of the 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

11. Who are the Key Stakeholders?
Business Continuity Plan
- Change Management - Service Asset & Config Management - Knowledge Management
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

12. 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
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Design - testing - improvements of CI's

13. What is Wisdom?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Makes use of knowledge to create value through well-informed decisions
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.
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.

14. What are the objectives of the Service Design phase?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Provide overall planning for service transition and coordinate resources required for it
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

15. What is the definition of a Service Review?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- 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

16. What are the objectives of Application Management?

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17. What is the purpose of the Knowledge Management process?
A set of best practice publications for IT service management
Ownership regardless of escalation remains with the service desk
Share perspectives - ideas - experience & info to enable informed decisions
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

18. What is the purpose of Application Management?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Is responsible for managing applications through their lifecycle
ensuer goals of service design stage are met with single point of coordination within this stage
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

19. What is Utilitiy?

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20. Describe the Availability Management process.
Strategic - Tactical - Operational - Commodity
Underpinning Contract
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The process to ensure that the level of availability in services needs agrees with the required needs

21. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
A customer requirement for an aspect of an IT service
Includes the processes - systems & functions to package - build - test and deploy a release in live use
- New service - Major change to service - Removal of service - Changes to the SDP itself

22. What is the purpose of the Service Asset & Config Management (SACM) process?
To control lifecycle of all changes to be made with minimal disruption to services
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Ensure assets required to deliver service are controlled and info is available for them
Is a request from a user for info - advice - standard change - or access to an IT service

23. What is the scope of Incident Management?
Tangible assets
Definitive Media Library
Any event which disrupts - or which could disrupt - a service
Service Level Agreement

24. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Services that provide customer with wanted business outcomes.
A customer requirement for an aspect of an IT service
A formal proposal for major changes that involve high cost - risk or org. impact.

25. What is a Process?
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 structured set of activities designed to accomplish a specific objective.
Business Continuity Plan
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

26. What are the two primary elements of value?
Provide overall planning for service transition and coordinate resources required for it
1) Utility 2) Warranty
Problem that has a documented root cause and workaround
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

27. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Configuration Management System
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

28. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A formal proposal for major changes that involve high cost - risk or org. impact.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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

29. What are the objectives of Access Management?
Single Point Of Contact
Assets such as server licenses and software licenses.
- Manage access - Respond to requests for granting access - Oversee access
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)

30. What is the Service Knowledge Management System (SKMS)?
Used to store and manage knowledge - info and data.
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.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Incidents never become problems. They co-exist

31. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
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
Action taken to recover after a failed change or release.

32. What are two kinds of IT Services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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

33. What is the purpose of Business Relationship Management??
Everyone except for Type III service providers (third parties)
- Release & Deployment - Transition Planning & Support
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

34. How do you categorize an incident?
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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Used to store and manage knowledge - info and data.
Keep it simple - Use multi-level categorization - Use categorization for reporting

35. What should an incident model include??
Return on Investment
Ensure assets required to deliver service are controlled and info is available for them
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
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

36. What is a known error?
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
Executing the policies in information security management
Problem that has a documented root cause and workaround

37. What is the relationship between Incidents and Problems?
Change Advisory Board
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Incidents never become problems. They co-exist
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

38. What processes does the Change Management process interface with?
Business Continuity Plan
To provide best practice guidance to all types of organizations.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

39. What is the scope of Availability Management process?
Access - Identity - Rights - Service or Service Groups - Directory Services
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
It covers: - design - implementation - measurement -management -improvement of service and component availability
Provide overall planning for service transition and coordinate resources required for it

40. What is the purpose of Change Management?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To control lifecycle of all changes to be made with minimal disruption to services
Carry out one or more process activities
Everyone except for Type III service providers (third parties)

41. SCMIS
Application support
Accountable for the delivery of a specific service.
Supplier and Contract Management Information System
ensuer goals of service design stage are met with single point of coordination within this stage

42. 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)
Strategic - Tactical - Operational - Commodity
Everyone except for Type III service providers (third parties)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

43. Describe the Capacity Management process.
A formal proposal for a change
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

44. What are the five Service Operation processes?
Responsible - Accountable - Consult - Inform
Supplier and Contract Management Information System
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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

45. What are the phases of Release & Deployment?
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
1) 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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Business Impact Analysis

46. What are the basic concepts of Access Management?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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 -
Access - Identity - Rights - Service or Service Groups - Directory Services
Define steps required to restore business process following disruption

47. What is the Deming Cycle?
Service Level Management
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
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.

48. When do you conduct a major problem review?
1) Core Publications 2) Complimentary Guidance
The level to which the service meets a customer's expectation.
After closure and it is linked to major incident review
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

49. What are the Service Strategy processes and functions?
By enhancing the performance of tasks and reducing the effect of constraints.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

50. What is a Service Request?
It takes inputs and turn them into outputs.
Is a request from a user for info - advice - standard change - or access to an IT service
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

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