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. Shared Services Unit
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
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.
Any event which disrupts - or which could disrupt - a service


2. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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.
Services that provide customer with wanted business outcomes.


3. DIKW
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Data - Information - Knowledge - Wisdom
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


4. What is the purpose of Request Fulfillment?

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

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6. What are the objectives of Access Management?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- Manage access - Respond to requests for granting access - Oversee access
Request for Change
Internal Service Provider - Shared Service Unit - External Service Provider


7. How is the Service Design Package used?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
Carry out one or more process activities
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


8. What is Business Value?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
Services that provide customer with wanted business outcomes.


9. DML
To provide and maintain a single source of info on all operational and ready to be introduced services
- Vendor neutral - Non prescriptive - Best practice
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Definitive Media Library


10. What are CSF's?
To quantify the impact to the business that loss of service would have
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Configuration Management 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


11. Why do organizations use ITIL?
Total Cost of Ownership
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.
To provide best practice guidance to all types of organizations.
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.


12. CAB
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
The system used to collect and manage Config Items (CI's)
A set of activities to accomplish an objective.
Change Advisory Board


13. What are the ISM concepts?
Known Error Database
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


14. What is IT Service Management?
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
The implementation and management of IT services that meet the needs of the business.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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


15. What is a basline measurement?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Accountable for the delivery of a specific service.


16. What is the Service Knowledge Management System (SKMS)?
The system used to collect and manage Config Items (CI's)
A set of activities to accomplish an objective.
Known Error Database
Used to store and manage knowledge - info and data.


17. What is the purpose of the Design Coordination process?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Core Publications 2) Complimentary Guidance
ensuer goals of service design stage are met with single point of coordination within this stage
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


18. What is Information?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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
The phase that turns service strategy into a plan for delivering the business outcomes.
It comes from providing context to data - Who? - What? - When? - Where?


19. What are the components of value?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- New service - Major change to service - Removal of service - Changes to the SDP itself
- 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


20. What are the five stages of the Service Lifecycle?
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Addition - modification - removal of anything that could have an effect on IT services


21. SLM
Service Level Management
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
Is a request from a user for info - advice - standard change - or access to an IT service
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.


22. What is the purpose of the Information Security Management (ISM) process?

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23. What is Remediation Planning?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Action taken to recover after a failed change or release.
Operation Level Agreement
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


24. What are the phases of the ITIL Service Lifecycle?
The process in which goals and objectives of service design stage are met
Any event which disrupts - or which could disrupt - a service
The system used to collect and manage Config Items (CI's)
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement


25. What is the scope of Service Operation??
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
The services themselves - Service management processes - Technology (management of infrastructure) - People
To quantify the impact to the business that loss of service would have
A formal proposal for major changes that involve high cost - risk or org. impact.


26. KEDB
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Known Error Database
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Assets such as server licenses and software licenses.


27. What are the objectives of Request Fulfillment?
The phase that turns service strategy into a plan for delivering the business outcomes.
Change Advisory Board
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
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.)


28. What is the business value of Service Operation?
Up to each org to decide which service requests it will handle
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.
- Vendor neutral - Non prescriptive - Best practice
This is where the customer sees the actual value of the services


29. What is the CSI register?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Services that provide customer with wanted business outcomes.
Business Continuity Management
The underlying cause of one or more failures


30. What are the three types of Service Providers??
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.
Internal Service Provider - Shared Service Unit - External Service Provider
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Operation Level Agreement


31. What are the 4 levels of service provision expectations?

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32. Define Patterns of Business Activity (PBA)?
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
Definitive Media Library
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
A structured set of activities designed to accomplish a specific objective.


33. ITSM
Define steps required to restore business process following disruption
Change Advisory Board
IT Service Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


34. What is a known error?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
It can improve utility and warranty of services incresing value.
Problem that has a documented root cause and workaround
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.


35. What is Knowledge?
Underpinning Contract
It covers: - design - implementation - measurement -management -improvement of service and component availability
Information Communication Technology
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


36. What are the 4 P's in Service Design used for?
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.
To provide a balanced view of overall service
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
A set of responsibilities defined in a process and assigned to a person or team.


37. What are the Service Operation Functions??
Executing the policies in information security management
To plan - schedule & control the build - test & deployment of releases
1) Quality Service 2) Cost-effective Services
Service Desk - Technical management - IT Operation Management - Application Management


38. What is Value?

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39. What does the service desk do??
A role is defined in a process or function.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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 -


40. What is the scope of the Capacity Management process?
The ability to detect events - make sense of them and determine right control action
Governs the org's approach to Information Security Management
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Vendor neutral - Non prescriptive - Best practice


41. What is the scope of Service Transition?
The services themselves - Service management processes - Technology (management of infrastructure) - People
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Any event which disrupts - or which could disrupt - a service
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


42. What is the purpose of Incident Management?
Application support
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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)


43. What are the the 4 P's in Service Design?
Everyone except for Type III service providers (third parties)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Definitive Media Library


44. What actvities does Business Relationship Management Activities refer to?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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
To control lifecycle of all changes to be made with minimal disruption to services


45. A workload profile is also referred to as?
Pattern of Business Activity (PBA)
- New service - Major change to service - Removal of service - Changes to the SDP itself
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Single Point Of Contact


46. Where is a role defined?
Continual Service Improvement
A role is defined in a process or function.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


47. What are the basic concepts of Access Management?
It takes inputs and turn them into outputs.
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!
Align new/changed services with business requirements - Maximize value to the business operations
Access - Identity - Rights - Service or Service Groups - Directory Services


48. What processes does the Change Management process interface with?
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) Utility 2) Warranty
The basis for value creation including both resources and capabilities
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


49. What are the options of organizational structures of a service desk?
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 coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A service provided by an IT service provider made up of a combination of IT - people and processes.
- 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


50. ECAB
1) Preferences 2) Past experiences 3) Communications
- Change Management - Service Asset & Config Management - Knowledge Management
Emergency Change Advisory Board
It takes inputs and turn them into outputs.