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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the Capacity Plan?
Pattern of Business Activity
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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

2. CI
Configuration Item
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 basis for value creation including both resources and capabilities
Problem that has a documented root cause and workaround

3. What drives service design?
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
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
Functional requirements - SLAs - benefits and design constraints
1) Customer Perception 2) Customer Preference 3) Business Outcomes

4. What are the two views of the Service Catalogue?
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)
Used to store and manage knowledge - info and data.
Continual Service Improvement
Change Advisory Board

5. What is availability?
To provide a single source of information on all operational and ready for production services.
Includes management of the component lifecycle of every CI (config item)
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
Any event which disrupts - or which could disrupt - a service

6. Facilities Management
All services under development - growth and Outlook.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Manage access - Respond to requests for granting access - Oversee access

7. What is the scope of Event Management?

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8. What is Utilitiy?

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9. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
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.

10. What is a major incident?
Pattern of Business Activity
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Responsible - Accountable - Consult - Inform

11. What should an incident model include??
The implementation and management of IT services that meet the needs of the business.
The basis for value creation including both resources and capabilities
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
Configuration Management System

12. What levels are baselines established at?

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13. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A set of activities to accomplish an objective.
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)

14. What is the purpose of ITIL Complementatry Guidance?
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
Continual Service Improvement
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Service Level Management

15. What is the scope of change?
Services that provide customer with wanted business outcomes.
Assets such as server licenses and software licenses.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

16. What are the Incident Management activities??
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -
- Release & Deployment - Transition Planning & Support
Set of responsibilities - activities and authorities granted to a person or a team.
To plan - schedule & control the build - test & deployment of releases

17. Who should the Information Security Policy be communicated to?
Responsible - Accountable - Consult - Inform
- 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
Everyone except for Type III service providers (third parties)
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...

18. What is the business value of the service desk?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Configuration Management Database
Functional requirements - SLAs - benefits and design constraints

19. What is the Service Design Package?
- Vendor neutral - Non prescriptive - Best practice
The implementation and management of IT services that meet the needs of the business.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

20. What is the purpose of ITIL Core Publications?
Change Advisory Board
To provide best practice guidance to all types of organizations.
Known Error Database
Underpinning Contract

21. What are the two types of customers?
The system used to collect and manage Config Items (CI's)
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
It can improve utility and warranty of services incresing value.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

22. What should Major Problem Review focus on?
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.)
Pattern of Business Activity (PBA)
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...

23. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
It can improve utility and warranty of services incresing value.

24. What cycles are associated with budgeting - accounting - charging?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Services that are no longer available.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

25. What are the objectives of Availability Management process?
1) Quality Service 2) Cost-effective Services
Business Continuity Management
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
To provide a balanced view of overall service

26. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Any event which disrupts - or which could disrupt - a service
Provide overall planning for service transition and coordinate resources required for it

27. What are the basic concepts of Access Management?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Access - Identity - Rights - Service or Service Groups - Directory Services
Qualitative and Quantitative
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

28. What are examples of Config Items?
Assets such as server licenses and software licenses.
- 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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Service Level Management

29. What are four Service Level Agreement Frameworks??
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Functional requirements - SLAs - benefits and design constraints

30. How do you escalate an incident?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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)
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
Return on Investment

31. What processes interfaces with Problem Management?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
Strategic - Tactical - Operational - Commodity

32. What are the objectives of the Transition Planning & Support process?
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
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.
ensuer goals of service design stage are met with single point of coordination within this stage

33. SACM
Single Point Of Contact
Accountable for the delivery of a specific service.
Service Asset and Configuration Management
After closure and it is linked to major incident review

34. What is the purpose of Service Operation?
To provide and maintain a single source of info on all operational and ready to be introduced services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Speeds up resolution - Concern of data quality
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)

35. What is a problem?
Ownership regardless of escalation remains with the service desk
The underlying cause of one or more failures
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
Executing the policies in information security management

36. What are the processes related to Service Design?
The level to which the service meets a customer's expectation.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A set of best practice publications for IT service management

37. Internal Service Provider
A service provider which functions within the business units they server.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Information Technology Infrastructure Library
A set of best practice publications for IT service management

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

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39. What is IT Service Management?
The implementation and management of IT services that meet the needs of the business.
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
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to
Configuration Management Database

40. What influences the expected service?
Change Advisory Board
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Preferences 2) Past experiences 3) Communications
IT Service Management

41. What is the relationship between Incidents and Problems?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Incidents never become problems. They co-exist
Business Continuity Plan

42. What are the layers of the Configuration Management System (CMS)?
Definitive Media Library
Operation Level Agreement
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Provide overall planning for service transition and coordinate resources required for it

43. What is the Process Practitioner's responsibility?
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
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
Share perspectives - ideas - experience & info to enable informed decisions
Carry out one or more process activities

44. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.

45. What is a Service Pipeline?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
All services under development - growth and Outlook.
A group of people - tools and resources used to carry out a process activity.
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)

46. 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
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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 and maintain a single source of info on all operational and ready to be introduced services

47. Detail the Service Owner's repsonsibility.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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
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

48. What is the purpose of Incident Management?
Definitive Media Library
Action taken to recover after a failed change or release.
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) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

49. What is Utility?
Governs the org's approach to Information Security Management
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- Manage access - Respond to requests for granting access - Oversee access
Fit for purpose-the functionality of a product or service to meet a particular need.

50. How do you categorize an incident?
To control lifecycle of all changes to be made with minimal disruption to services
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
Services that are no longer available.
Keep it simple - Use multi-level categorization - Use categorization for reporting