ITIL

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. Detail the Process Manager's responsibilities
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.
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
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


2. What are four Service Level Agreement Frameworks??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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...
It can improve utility and warranty of services incresing value.


3. What are the three Service Design Agreements?

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4. What is an incident?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Agreement between an IT service provider and another part of same organization that assists with service provision
The services themselves - Service management processes - Technology (management of infrastructure) - People
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


5. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
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.
A set of discrete facts
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.)


6. IT Ops and Application Management are involved in _____________________
Application support
A role is defined in a process or function.
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.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


7. What is the scope of Problem Management?
- Change Management - Service Asset & Config Management - Knowledge Management
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
It can identify weaknesses or areas of improvements.
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


8. What is the scope of the Service Design phase?
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
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
- 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


9. Why do organizations use ITIL?
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Share perspectives - ideas - experience & info to enable informed decisions


10. What is the scope of Access Management?
To provide a balanced view of overall service
Speeds up resolution - Concern of data quality
Executing the policies in information security management
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.


11. A capability is an _________________
Services that are no longer available.
intangible asset
Share perspectives - ideas - experience & info to enable informed decisions
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


12. What is the Capacity Plan?
Configuration Management System
Is a request from a user for info - advice - standard change - or access to an IT service
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 plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


13. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To provide a balanced view of overall service
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management


14. What is the content of a Business Case?
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Business Impact Analysis
Change Advisory Board


15. What is the UC?
1) Quality Service 2) Cost-effective Services
Executing the policies in information security management
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.
Includes management of the component lifecycle of every CI (config item)


16. Describe the Supplier Management process.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Agreement between an IT service provider and another part of same organization that assists with service provision
The process that obtains value for money from suppliers.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


17. RACI
To provide a single source of information on all operational and ready for production services.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Align new/changed services with business requirements - Maximize value to the business operations
Responsible - Accountable - Consult - Inform


18. Volume/Phase 3: Service Transition - What is it?
Information Technology Infrastructure Library
A set of discrete facts
Change Advisory Board
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.


19. What are the activities associated with Problem Management?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering


20. What are the components of the ITIL framework?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
1) Core Publications 2) Complimentary Guidance
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Services that provide customer with wanted business outcomes.


21. What are the layers of the Configuration Management System (CMS)?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Service Desk - Technical management - IT Operation Management - Application Management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
- Change Management - Service Asset & Config Management - Knowledge Management


22. What are the objectives of Availability Management process?
Keep it simple - Use multi-level categorization - Use categorization for reporting
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 align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


23. What is the purpose of Incident Management?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


24. What is a major incident?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Executing the policies in information security management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


25. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


26. What is Value?

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27. What is the purpose of Business Impact Analysis (BISA?
Services that provide customer with wanted business outcomes.
To quantify the impact to the business that loss of service would have
This is where the customer sees the actual value of the services
The implementation and management of IT services that meet the needs of the business.


28. What are the objectives of the Change Management Process?

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29. What is the purpose of Service Portfolio Management?
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.
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Vital Business Function


30. What is the purpose of Service Catalogue Management?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It takes inputs and turn them into outputs.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
To provide a single source of information on all operational and ready for production services.


31. What cycles are associated with budgeting - accounting - charging?
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.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


32. What is a Process?
A set of activities to accomplish an objective.
Change Advisory Board
The implementation and management of IT services that meet the needs of the business.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design


33. What are examples of Config Items?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Service Level Management
Business Continuity Management
Assets such as server licenses and software licenses.


34. What is stored in the Service Knowledge Management System (SKMS)??

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35. Technical and Application Management are involved in ___________________

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36. What is Wisdom?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Makes use of knowledge to create value through well-informed decisions
Qualitative and Quantitative
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


37. CMS
intangible asset
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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
Configuration Management System


38. What are two availability management activities?
Responsible - Accountable - Consult - Inform
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


39. What is a basline measurement?
To control lifecycle of all changes to be made with minimal disruption to services
A function that reflects the part of business process that is critical to success of business
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


40. What is a Change Proposal?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Assets such as server licenses and software licenses.
A formal proposal for major changes that involve high cost - risk or org. impact.
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


41. PBA
Known Error Database
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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
Pattern of Business Activity


42. What are two levels of availability?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Internal Service Provider - Shared Service Unit - External Service Provider
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


43. What Service Transition processes primarily support the Service Transition phase?
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
Operation Level Agreement
- Capability constraints - Resource constraints - Utility constraints - And more...


44. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
- 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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Application support


45. What are the five Service Operation processes?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- 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. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Utility 2) Warranty


46. CSF
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.
- 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
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
Critical Success Factor


47. What communication is part of Service Operation?
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 set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
This is where the customer sees the actual value of the services


48. What is a Process?
A structured set of activities designed to accomplish a specific objective.
Governs the org's approach to Information Security Management
A set of best practice publications for IT service management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


49. What is a Capability?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Critical Success Factor
To control lifecycle of all changes to be made with minimal disruption to services
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


50. SCMIS
Supplier and Contract Management Information System
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
Used to store and manage knowledge - info and data.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.