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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. Detail the Process Owner's responsibilities
A group of people and the tools they use to perform one or more processes or activities.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Vital Business Function
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

2. BIA
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Business Impact Analysis
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
To provide and maintain a single source of info on all operational and ready to be introduced services

3. What are the ISM concepts?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Set of responsibilities - activities and authorities granted to a person or a team.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

4. What is a Capability?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To plan - schedule & control the build - test & deployment of releases

5. What are the Incident Management activities??
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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 -
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
A group of people and the tools they use to perform one or more processes or activities.

6. What are two kinds of IT Services?
Supplier and Contract Management Information System
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.)
Design - testing - improvements of CI's
Service Level Agreement

7. 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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Includes management of the component lifecycle of every CI (config item)
- 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

8. It's part of the SKMS (service knowledge management system)
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 underlying cause of one or more failures
Speeds up resolution - Concern of data quality
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

9. Who owns an incident?
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
Qualitative and Quantitative
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
Ownership regardless of escalation remains with the service desk

10. Describe Time Scales of Incident Management

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11. TCO
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Total Cost of Ownership

12. What are the design constraints for a service?
Similar to incident model - For problems that have an expensive solution
- Capability constraints - Resource constraints - Utility constraints - And more...
Functional requirements - SLAs - benefits and design constraints
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

13. What should Major Problem Review focus on?
Assets such as server licenses and software licenses.
Lifecycle wide process and relevant to all lifecycles
This is where the customer sees the actual value of the services
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

14. What are the objectives of Availability Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
Includes management of the component lifecycle of every CI (config item)
Known Error Database

15. KEDB
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. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Known Error Database
- Manage access - Respond to requests for granting access - Oversee access

16. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Budgeting - Accounting - Charging (Billing)
Configuration Management System

17. External Service Provider
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

18. VBF
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
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.
Vital Business Function
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

19. What is the business value of the service desk?
Incidents never become problems. They co-exist
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

20. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Tangible assets

21. What is the purpose of Continual Service Improvement?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

22. What drives service design?
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
To provide best practice guidance to all types of organizations.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Functional requirements - SLAs - benefits and design constraints

23. What is the purpose of the Design Coordination process?
Governs the org's approach to Information Security Management
ensuer goals of service design stage are met with single point of coordination within this stage
1) Preferences 2) Past experiences 3) Communications
Responsible - Accountable - Consult - Inform

24. What is the Business Value of Service Design?
Business Continuity Management
1) Quality Service 2) Cost-effective Services
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

25. What is an Event?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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.
Single Point Of Contact

26. IT Ops and Application Management are involved in _____________________
- 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
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.
Application support
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

27. What does a process do?
It takes inputs and turn them into outputs.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A set of best practice publications for IT service management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

28. What is the scope of Service Strategy??

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29. OLA
Total Cost of Ownership
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Operation Level Agreement
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

30. What are the objectives of Access Management?
Functional requirements - SLAs - benefits and design constraints
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Define steps required to restore business process following disruption
- Manage access - Respond to requests for granting access - Oversee access

31. How do you categorize an incident?
A service asset that needs to be managed to deliver a service
The process to ensure that the level of availability in services needs agrees with the required needs
- Vendor neutral - Non prescriptive - Best practice
Keep it simple - Use multi-level categorization - Use categorization for reporting

32. UC
Pattern of Business Activity
- 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
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
Underpinning Contract

33. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

34. VOI
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
A group of people - tools and resources used to carry out a process activity.
Value of Investment
The basis for value creation including both resources and capabilities

35. What are the objectives of Continual Service Improvement??
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

36. DIKW
- Manage access - Respond to requests for granting access - Oversee access
Data - Information - Knowledge - Wisdom
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
A group of people and the tools they use to perform one or more processes or activities.

37. What is the purpose of Service Catalogue Management?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To provide a single source of information on all operational and ready for production services.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

38. What actvities does Business Relationship Management Activities refer to?
Pattern of Business Activity (PBA)
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
It can improve utility and warranty of services incresing value.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

39. What are the seven steps to improvement?
Services that are no longer available.
Information Communication Technology
Internal Service Provider - Shared Service Unit - External Service Provider
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve

40. BCM
To provide a single source of information on all operational and ready for production services.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Business Continuity Management

41. What are the objectives of the Capacity Management process?
Service Level Agreement
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
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
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

42. What does process definitions describe??
After closure and it is linked to major incident review
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A set of best practice publications for IT service management
Inputs - Outputs - Activities - Measurements - Roles

43. What is risk?
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
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Configuration Item

44. What processes does Financial Management include?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- Budgeting - Accounting - Charging (Billing)
It covers: - design - implementation - measurement -management -improvement of service and component availability
The basis for value creation including both resources and capabilities

45. What is a Function?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The process that supports the Business Continuity Management process by managing risks that could affect services.
1) Identify strategy for improvement (vision - strategy - goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improve
A group of people and the tools they use to perform one or more processes or activities.

46. What are the two types of Service Catalogues?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1. Business Service Catalogue 2. Technical Service Catalogue.

47. ROI
Align new/changed services with business requirements - Maximize value to the business operations
- 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
Return on Investment
Emergency Change Advisory Board

48. When do you conduct a major problem review?
After closure and it is linked to major incident review
To provide a single source of information on all operational and ready for production services.
Service Asset and Configuration Management
To control lifecycle of all changes to be made with minimal disruption to services

49. ITIL
A group of people - tools and resources used to carry out a process activity.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Information Technology Infrastructure Library

50. What is the Business Value of Service Strategy?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It defines performance and the alignment of IT services with the business.
Assets such as server licenses and software licenses.

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