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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 are the objectives of the Capacity Management process?
Any event which disrupts - or which could disrupt - a service
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)
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
Definitive Media Library

2. PBA
Pattern of Business Activity
Underpinning Contract
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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

3. What are two availability management activities?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

4. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.

5. What is an incident?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

6. What are the two primary elements of value?
1) Utility 2) Warranty
After closure and it is linked to major incident review
The services themselves - Service management processes - Technology (management of infrastructure) - People
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

7. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Problem that has a documented root cause and workaround
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Core Publications 2) Complimentary Guidance

8. What is the scope of the Knowledge Management process?
Makes use of knowledge to create value through well-informed decisions
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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Lifecycle wide process and relevant to all lifecycles

9. What are the ISM concepts?
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)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
It's he process responsible for managing the lifecycle of all service requests from users

10. What is the purpose of Incident Management?
The level to which the service meets a customer's expectation.
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Functional requirements - SLAs - benefits and design constraints
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.

11. What does process definitions describe??
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Inputs - Outputs - Activities - Measurements - Roles
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni

12. Detail the Service Owner's repsonsibility.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1. Business Service Catalogue 2. Technical Service Catalogue.

13. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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

14. VBF
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Responsible - Accountable - Consult - Inform
Vital Business Function
Used to store and manage knowledge - info and data.

15. What should an incident model include??
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.
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
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
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

16. What is the purpose of Service Portfolio Management?
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 -
It's he process responsible for managing the lifecycle of all service requests from users
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 - tools and resources used to carry out a process activity.

17. What should Major Problem Review focus on?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
The implementation and management of IT services that meet the needs of the business.
Assets such as server licenses and software licenses.
Design - testing - improvements of CI's

18. What two processes is Problem Management made up of?
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.
Pattern of Business Activity
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
The process in which goals and objectives of service design stage are met

19. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
Makes use of knowledge to create value through well-informed decisions
It covers: - design - implementation - measurement -management -improvement of service and component availability
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

20. What is Service Management?
A service provider which functions within the business units they server.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- 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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

21. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Data - Information - Knowledge - Wisdom
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

22. TCO
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Total Cost of Ownership
- 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
A formal proposal for a change

23. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
- New service - Major change to service - Removal of service - Changes to the SDP itself
- 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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

24. What is the UC?
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. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -

25. What does the service desk do??
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.
- Change Management - Service Asset & Config Management - Knowledge Management
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.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

26. What is the role of technical management?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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.
Service Asset and Configuration Management
- 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

27. What is the Process Manager's responsibility?
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
To be accountable for the operational management of the process.

28. What drives service design?
- 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
Ownership regardless of escalation remains with the service desk
Functional requirements - SLAs - benefits and design constraints
- 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

29. What is an IT Service?
To be accountable for the operational management of the process.
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.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

30. What processes are related to of Service Operation??
The implementation and management of IT services that meet the needs of the business.
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

31. What is a benefit of a RACI matrix?
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.
It's he process responsible for managing the lifecycle of all service requests from users
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
It can identify weaknesses or areas of improvements.

32. Detail the Process Owner's responsibilities
Change Advisory Board
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Makes use of knowledge to create value through well-informed decisions
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

33. What is Utility?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The process to ensure that the level of availability in services needs agrees with the required needs
Governs the org's approach to Information Security Management
Fit for purpose-the functionality of a product or service to meet a particular need.

34. What are the three Service Design Agreements?

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35. What are the ITSCM process activities??
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

36. What are the components of the ITIL framework?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Includes management of the component lifecycle of every CI (config item)
1) Core Publications 2) Complimentary Guidance
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.

37. What are the Service Strategy processes and functions?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
The 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.

38. What is IT Service Management?
The implementation and management of IT services that meet the needs of the business.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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

39. Volume/Phase 3: Service Transition - What is it?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Agreement between an IT service provider and another part of same organization that assists with service provision
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.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

40. What are two levels of availability?
- Manage access - Respond to requests for granting access - Oversee access
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A set of best practice publications for IT service management
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

41. What is the Service Level Agreement?
A function that reflects the part of business process that is critical to success of business
This is where the customer sees the actual value of the services
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
Single Point Of Contact

42. What are the five Service Operation processes?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A group of people - tools and resources used to carry out a process activity.
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

43. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Service Asset and Configuration Management
- Budgeting - Accounting - Charging (Billing)
Internal Service Provider - Shared Service Unit - External Service Provider

44. Detail the Process Manager's responsibilities
Speeds up resolution - Concern of data quality
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.)
It can identify weaknesses or areas of improvements.
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

45. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Lifecycle wide process and relevant to all lifecycles
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

46. IT Ops and Application Management are involved in _____________________
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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.
Application support
Includes the processes - systems & functions to package - build - test and deploy a release in live use

47. What is a Service Request?
- Manage access - Respond to requests for granting access - Oversee access
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
Is a request from a user for info - advice - standard change - or access to an IT service
Inputs - Outputs - Activities - Measurements - Roles

48. What is the content of a Business Case?
Ensure assets required to deliver service are controlled and info is available for them
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

49. What is the purpose of ITIL Complementatry Guidance?
Problem that has a documented root cause and workaround
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The process to ensure that the level of availability in services needs agrees with the required needs
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...

50. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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)
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The ability to detect events - make sense of them and determine right control action