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. What is an incident?
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
It comes from providing context to data - Who? - What? - When? - Where?
Configuration Management System
- Vendor neutral - Non prescriptive - Best practice


2. OLA
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Operation Level Agreement
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations


3. What are the 4 P's in Service Design used for?
The process in which goals and objectives of service design stage are met
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
To provide a balanced view of overall service
To provide best practice guidance to all types of organizations.


4. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
ensuer goals of service design stage are met with single point of coordination within this stage
Pattern of Business Activity


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

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6. What is the scope of the Service Level Management process?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
- Capability constraints - Resource constraints - Utility constraints - And more...
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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


7. What are the objectives of the Service Asset & Config Management (SACM) process??

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8. What is the Business Value of Service Design?
Speeds up resolution - Concern of data quality
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Quality Service 2) Cost-effective Services


9. What cycles are associated with budgeting - accounting - charging?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Continual Service Improvement


10. What processes does Financial Management include?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- Budgeting - Accounting - Charging (Billing)
Known Error Database


11. What are the Incident Management activities??
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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
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 -


12. What is the scope of the Transition Planning & Support process?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To control lifecycle of all changes to be made with minimal disruption to services
Access - Identity - Rights - Service or Service Groups - Directory Services
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


13. What is a Service Catalogue?
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
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


14. What interfacing processes are associated with Incident Management??
Key Performance Indicator
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Customer Perception 2) Customer Preference 3) Business Outcomes


15. What is a Role?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Set of responsibilities - activities and authorities granted to a person or a team.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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


16. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
- 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk


17. What are the options of organizational structures of a service desk?
- 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
A customer requirement for an aspect of an IT service
Agreement between an IT service provider and another part of same organization that assists with service provision
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


18. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The phase that turns service strategy into a plan for delivering the business outcomes.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
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.


19. KEDB
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
Known Error Database
Incidents never become problems. They co-exist
A service asset that needs to be managed to deliver a service


20. Why is automation of technology and architecture beneficial?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
It can improve utility and warranty of services incresing value.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A group of people and the tools they use to perform one or more processes or activities.


21. Describe the IT Service Continuity Management process.
Data - Information - Knowledge - Wisdom
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 process that supports the Business Continuity Management process by managing risks that could affect services.
Accountable for the delivery of a specific service.


22. What is the purpose of Business Relationship Management??
Fit for purpose-the functionality of a product or service to meet a particular need.
Change Advisory Board
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


23. What are the objectives of Application Management?

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24. What is a Business Case?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The level to which the service meets a customer's expectation.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


25. What are the phases of the ITIL Service Lifecycle?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement


26. Volume/Phase 4: Service Operation - What is it?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Information Communication Technology
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


27. When do you conduct a major problem review?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
After closure and it is linked to major incident review


28. Name the characteristics of value
Service Knowledge Management System
It can identify weaknesses or areas of improvements.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Any event which disrupts - or which could disrupt - a service


29. Describe Time Scales of Incident Management

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30. PBA
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A role is defined in a process or function.
Pattern of Business Activity


31. What is the Service Design phase?
The underlying cause of one or more failures
- 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
Includes management of the component lifecycle of every CI (config item)
The phase that turns service strategy into a plan for delivering the business outcomes.


32. Volume/Phase 3: Service Transition - What is it?
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.
Change Advisory Board
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Everyone except for Type III service providers (third parties)


33. What are the objectives of the Capacity Management process?
To provide a single source of information on all operational and ready for production services.
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
Used to store and manage knowledge - info and data.
The process to ensure that the level of availability in services needs agrees with the required needs


34. What is a Service Portfolio?
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.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


35. What is Business Value?
Similar to incident model - For problems that have an expensive solution
Everyone except for Type III service providers (third parties)
Services that provide customer with wanted business outcomes.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


36. What levels are baselines established at?

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37. What is a Resource?
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 customers - The services - How value is created - How assets underpin value - The delivery and funding model
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


38. How is risk measured?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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
The result of an activity following a process or the delivery of a service.


39. What are the components of IT Operations Management?
Tangible assets
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


40. What is the Known Error Database (KEDB)?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Align new/changed services with business requirements - Maximize value to the business operations
- 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
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


41. What is the business value of Service Operation?
This is where the customer sees the actual value of the services
The process that supports the Business Continuity Management process by managing risks that could affect services.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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


42. CMDB
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Request for Change
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.
Configuration Management Database


43. Detail the Service Owner's repsonsibility.
Addition - modification - removal of anything that could have an effect on IT services
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
A role is defined in a process or function.
Configuration Management Database


44. What is Data?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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
A set of discrete facts


45. What are the objectives of Problem Management?
Return on Investment
Service Level Agreement
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Pattern of Business Activity (PBA)


46. BCP
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
Any event which disrupts - or which could disrupt - a service
Information Communication Technology
Business Continuity Plan


47. What processes does the Change Management process interface with?
Information Communication Technology
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A group of people and the tools they use to perform one or more processes or activities.
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


48. What is the Process Practitioner's responsibility?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Carry out one or more process activities
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


49. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


50. Describe the Supplier Management process.
To provide a single source of information on all operational and ready for production services.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The process that obtains value for money from suppliers.
Is responsible for managing applications through their lifecycle