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. Why is ITIL successful?
Is a request from a user for info - advice - standard change - or access to an IT service
- Vendor neutral - Non prescriptive - Best practice
Ensure assets required to deliver service are controlled and info is available for them
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


2. Who should the Information Security Policy be communicated to?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A formal proposal for a change
All services under development - growth and Outlook.
Everyone except for Type III service providers (third parties)


3. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The ability to detect events - make sense of them and determine right control action
It can identify weaknesses or areas of improvements.


4. What is Wisdom?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Makes use of knowledge to create value through well-informed decisions
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...
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.


5. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
To provide and maintain a single source of info on all operational and ready to be introduced services
It defines performance and the alignment of IT services with the business.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


6. What is the Known Error Database (KEDB)?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Service Level Agreement


7. What processes does the Change Management process interface with?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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)


8. 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
Total Cost of Ownership
Tangible assets
- Manage access - Respond to requests for granting access - Oversee access


9. What is the scope of Problem Management?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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
- 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


10. What is the purpose of the Transition Planning & Support process?
Definitive Media Library
Provide overall planning for service transition and coordinate resources required for it
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.
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


11. What is the content of a Business Case?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Set of responsibilities - activities and authorities granted to a person or a team.
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.


12. What are the three types of services?
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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
A formal proposal for a change


13. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
A customer requirement for an aspect of an IT service
To be accountable for the operational management of the process.
Used to store and manage knowledge - info and data.


14. What is the business value of the service desk?
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
Supplier and Contract Management Information System
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info


15. What is the scope of Continual Service Improvement??
The process in which goals and objectives of service design stage are met
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
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


16. What are some Service Level Management Activities?
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
Service Level Agreement
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


17. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
Business Continuity Plan
Emergency Change Advisory Board
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.


18. VOI
Design - testing - improvements of CI's
All services under development - growth and Outlook.
Value of Investment
Up to each org to decide which service requests it will handle


19. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
The process that obtains value for money from suppliers.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.


20. What is Change?
- 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
Application support
Functional requirements - SLAs - benefits and design constraints
Addition - modification - removal of anything that could have an effect on IT services


21. What communication is part of Service Operation?
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.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Tp provide the right for users to be able to use a service or group of services


22. How do you prioritize an incident?
intangible asset
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
Services that provide customer with wanted business outcomes.
Define steps required to restore business process following disruption


23. What are the Change Types?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
This is where the customer sees the actual value of the services
- 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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


24. What is the Service Level Agreement?
A service provider which functions within the business units they server.
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
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.
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.)


25. What are the five Service Operation processes?
Incidents never become problems. They co-exist
It's he process responsible for managing the lifecycle of all service requests from users
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


26. CSI
Any event which disrupts - or which could disrupt - a service
Key Performance Indicator
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Continual Service Improvement


27. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Share perspectives - ideas - experience & info to enable informed decisions
Carry out one or more process activities
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


28. What is technical management?
A group of people and the tools they use to perform one or more processes or activities.
Problem that has a documented root cause and workaround
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


29. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To control lifecycle of all changes to be made with minimal disruption to services


30. What actvities does Business Relationship Management Activities refer to?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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
To provide and maintain a single source of info on all operational and ready to be introduced services
Configuration Item


31. SKMS
- Manage access - Respond to requests for granting access - Oversee access
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.
Service Knowledge Management System


32. What is the CSI approach?

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33. What are the phases of the ITIL Service Lifecycle?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Carry out one or more process activities
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Lifecycle wide process and relevant to all lifecycles


34. What are three types of events?

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35. ECAB
- 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
Emergency Change Advisory Board
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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.


36. What should an incident model include??
It takes inputs and turn them into outputs.
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Return on Investment


37. What is the purpose of Access Management?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1) Utility 2) Warranty
Known Error Database
Tp provide the right for users to be able to use a service or group of services


38. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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.
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.
Inputs - Outputs - Activities - Measurements - Roles


39. What is the purpose of Problem Management?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Application support
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


40. What is availability?
Pattern of Business Activity
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.
1) Utility 2) Warranty


41. What is the scope of Service Strategy??

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42. What is the Snapshot?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
Service Knowledge Management System


43. What are the two primary elements of value?
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.
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
1) Utility 2) Warranty
Define steps required to restore business process following disruption


44. What types of metrics are there and what are they??

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45. What does process definitions describe??
Operation Level Agreement
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
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
Inputs - Outputs - Activities - Measurements - Roles


46. What is a major incident?
A formal proposal for major changes that involve high cost - risk or org. impact.
Share perspectives - ideas - experience & info to enable informed decisions
Configuration Management Database
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


47. What are the objectives of Continual Service Improvement??
Agreement between an IT service provider and another part of same organization that assists with service provision
Change Advisory Board
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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


48. What is Utilitiy?

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49. What cycles are associated with budgeting - accounting - charging?
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
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
To provide and maintain a single source of info on all operational and ready to be introduced services
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)


50. What are the objectives of Application Management?

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