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ITIL

Subjects : certifications, itil, it-skills

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Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What are the options of organizational structures of a service desk?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- 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
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 -
A set of best practice publications for IT service management

2. What are the objectives of the service desk??
- 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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
ensuer goals of service design stage are met with single point of coordination within this stage

3. What are KPI's?
Change Advisory Board
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)
- 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
- Release & Deployment - Transition Planning & Support

4. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- 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
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

5. What is the scope of Continual Service Improvement??
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)
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
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)
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

6. What is Remediation Planning?
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)
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
- Capability constraints - Resource constraints - Utility constraints - And more...
Action taken to recover after a failed change or release.

7. Volume/Phase 3: Service Transition - What is it?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- New service - Major change to service - Removal of service - Changes to the SDP itself

8. What are the Incident Management activities??
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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 -
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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 -

9. What is the CSI approach?

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10. What is the role of technical management?
Information Communication Technology
Known Error Database
- 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
Up to each org to decide which service requests it will handle

11. IT Ops and Application Management are involved in _____________________
Responsible - Accountable - Consult - Inform
Business Continuity Plan
Application support
It's he process responsible for managing the lifecycle of all service requests from users

12. CSF
The underlying cause of one or more failures
Critical Success Factor
The process to ensure that the level of availability in services needs agrees with the required needs
Design - testing - improvements of CI's

13. What are the objectives of the Release & Deployment Management process?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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 -

14. What is the scope of Event Management?

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15. What is the scope of Service Operation??
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
Underpinning Contract
The services themselves - Service management processes - Technology (management of infrastructure) - People
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

16. What are the two types of Service Catalogues?
Incidents never become problems. They co-exist
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1. Business Service Catalogue 2. Technical Service Catalogue.

17. What is the purpose of the Design Coordination process?
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
Key Performance Indicator
To quantify the impact to the business that loss of service would have
ensuer goals of service design stage are met with single point of coordination within this stage

18. What are the objectives of the Service Design phase?
The underlying cause of one or more failures
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Service Knowledge Management System
Agreement between an IT service provider and another part of same organization that assists with service provision

19. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a 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
Supplier and Contract Management Information System
Tp provide the right for users to be able to use a service or group of services

20. What Service Transition processes primarily support the Service Transition phase?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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.
- Release & Deployment - Transition Planning & Support
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!

21. What are two availability management activities?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

22. Internal Service Provider
Single Point Of Contact
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A service provider which functions within the business units they server.

23. What is the purpose of Continual Service Improvement?
Agreement between an IT service provider and another part of same organization that assists with service provision
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
- Release & Deployment - Transition Planning & Support

24. BCP
Business Continuity Plan
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The basis for value creation including both resources and capabilities

25. 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)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

26. What is the purpose of IT Operations Management?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Business Continuity Plan
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

27. What is a Service Request?
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
1) Core Publications 2) Complimentary Guidance
Is a request from a user for info - advice - standard change - or access to an IT service
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

28. Name the characteristics of value
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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To provide a single source of information on all operational and ready for production services.
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

29. A capability is an _________________
intangible asset
- 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
A formal proposal for major changes that involve high cost - risk or org. impact.
Data - Information - Knowledge - Wisdom

30. What are the Capacity Sun- Processes?
Supplier and Contract Management Information System
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)
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

31. What is a Service Catalogue?
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.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Preferences 2) Past experiences 3) Communications
Configuration Management System

32. What is a basline measurement?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
It covers: - design - implementation - measurement -management -improvement of service and component availability

33. What is a Config Item (CI)?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A formal proposal for a change
A service asset that needs to be managed to deliver a service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

34. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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)
The result of an activity following a process or the delivery of a service.

35. What is the purpose of the Knowledge Management process?
Value of Investment
Share perspectives - ideas - experience & info to enable informed decisions
Return on Investment
The process that supports the Business Continuity Management process by managing risks that could affect services.

36. What is the UC?
Total Cost of Ownership
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Is a request from a user for info - advice - standard change - or access to an IT service
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.

37. What does a process do?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It takes inputs and turn them into outputs.
Tangible assets
The level to which the service meets a customer's expectation.

38. What is the definition of a Service Review?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1. Business Service Catalogue 2. Technical Service Catalogue.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

39. ROI
Return on Investment
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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

40. What are the objectives of technical management?

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41. Why is automation of technology and architecture beneficial?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Is a notification that a threshold has been reached - something has changed - or a failure has occured
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
It can improve utility and warranty of services incresing value.

42. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A set of responsibilities defined in a process and assigned to a person or team.

43. What are the phases of the ITIL Service Lifecycle?
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.
- 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
Service Level Management
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

44. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Is a request from a user for info - advice - standard change - or access to an IT service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

45. What activities support Continual Service Improvement?
A set of discrete facts
Strategic - Tactical - Operational - Commodity
Business Impact Analysis
- 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

46. What is the Service Design phase?
Tangible assets
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
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
The phase that turns service strategy into a plan for delivering the business outcomes.

47. What is Emergency Change Advisory Board (ECAB)?
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
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
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.
The system used to collect and manage Config Items (CI's)

48. What is the scope of the Transition Planning & Support process?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

49. How do services facilitate outcomes?
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.
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
By enhancing the performance of tasks and reducing the effect of constraints.

50. CAM
Change Advisory Board
Business Impact Analysis
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

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