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 are the objectives of the Change Management Process?

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2. What levels are baselines established at?

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3. What is the Service Owner's responsibility?
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)
Accountable for the delivery of a specific service.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


4. What is the purpose of the Release & Deployment Management process?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Includes management of the component lifecycle of every CI (config item)
A set of responsibilities defined in a process and assigned to a person or team.
To plan - schedule & control the build - test & deployment of releases


5. What are the objectives of the Capacity Management process?
A function that reflects the part of business process that is critical to success of business
Everyone except for Type III service providers (third parties)
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use


6. What is the purpose of IT Operations Management?
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
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
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
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


7. What is Knowledge?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Makes use of knowledge to create value through well-informed decisions
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


8. What are the Service Transition processes??
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


9. What is the Process Manager's responsibility?
- 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
To be accountable for the operational management of the process.
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
It comes from providing context to data - Who? - What? - When? - Where?


10. What is the purpose of Service Portfolio Management?
The result of an activity following a process or the delivery of a service.
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...
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


11. What does the service desk do??
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To provide a single source of information on all operational and ready for production services.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model


12. What is Warranty?
- Release & Deployment - Transition Planning & Support
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


13. How do you escalate an incident?
The process to ensure that the level of availability in services needs agrees with the required needs
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 -
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)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


14. What are the two types of customers?
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.
- 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
A group of people - tools and resources used to carry out a process activity.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


15. What is Vital Business Functions?
Request for Change
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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 function that reflects the part of business process that is critical to success of business


16. What is Emergency Change Advisory Board (ECAB)?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
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.
Data - Information - Knowledge - Wisdom


17. What is the purpose of Business Relationship Management??
Design - testing - improvements of CI's
It can identify weaknesses or areas of improvements.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
To provide and maintain a single source of info on all operational and ready to be introduced services


18. What is the purpose of ITIL Core Publications?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The phase that turns service strategy into a plan for delivering the business outcomes.
To provide best practice guidance to all types of organizations.


19. What is the Snapshot?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
ensuer goals of service design stage are met with single point of coordination within this stage


20. What is Utilitiy?

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21. How can the impact of risk be measured?
Up to each org to decide which service requests it will handle
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Qualitative and Quantitative
Lifecycle wide process and relevant to all lifecycles


22. What influences the expected service?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1. Business Service Catalogue 2. Technical Service Catalogue.
1) Preferences 2) Past experiences 3) Communications


23. Name the characteristics of value
The services themselves - Service management processes - Technology (management of infrastructure) - People
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Pattern of Business Activity (PBA)
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


24. Describe the Information Security Management process.
A group of people and the tools they use to perform one or more processes or activities.
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.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


25. What does a Service Strategy define??
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


26. Technical and Application Management are involved in ___________________

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27. BCM
Business Continuity Management
- Release & Deployment - Transition Planning & Support
To provide and maintain a single source of info on all operational and ready to be introduced services
Ensure assets required to deliver service are controlled and info is available for them


28. What is the role of technical management?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
- 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
- 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


29. What is the configuration baseline?
Pattern of Business Activity (PBA)
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.
Inputs - Outputs - Activities - Measurements - Roles
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet


30. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Align new/changed services with business requirements - Maximize value to the business operations
Define steps required to restore business process following disruption
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


31. SACM
By enhancing the performance of tasks and reducing the effect of constraints.
Service Asset and Configuration Management
The process that supports the Business Continuity Management process by managing risks that could affect services.
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)


32. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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


33. KPI
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- 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
Key Performance Indicator
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


34. 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
It comes from providing context to data - Who? - What? - When? - Where?
Operation Level Agreement
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


35. SCMIS
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To control lifecycle of all changes to be made with minimal disruption to services
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Supplier and Contract Management Information System


36. What is a Change Proposal?
Data - Information - Knowledge - Wisdom
The basis for value creation including both resources and capabilities
Set of responsibilities - activities and authorities granted to a person or a team.
A formal proposal for major changes that involve high cost - risk or org. impact.


37. What is the purpose of Continual Service Improvement?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
IT Service Management
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


38. What is a Config Item (CI)?
The level to which the service meets a customer's expectation.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A service asset that needs to be managed to deliver a service
A formal proposal for a change


39. What is the scope of the Service Design phase?
Includes management of the component lifecycle of every CI (config item)
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
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Underpinning Contract


40. What is Value?

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41. What is a known error?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
- Change Management - Service Asset & Config Management - Knowledge Management
Problem that has a documented root cause and workaround


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

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43. What is the purpose of Incident Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


44. What should Major Problem Review focus on?
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.
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)
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


45. What are the five Service Operation processes?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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.
- Capability constraints - Resource constraints - Utility constraints - And more...
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


46. What is a basline measurement?
Tp provide the right for users to be able to use a service or group of services
To provide a balanced view of overall service
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


47. What is availability?
IT Service Management
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.
The implementation and management of IT services that meet the needs of the business.
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 -


48. How is the Service Design Package used?
The process that supports the Business Continuity Management process by managing risks that could affect services.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
After closure and it is linked to major incident review
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers


49. What is an incident?
- 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
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


50. What are the objectives of IT Operations Management?
It can identify weaknesses or areas of improvements.
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.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Assets such as server licenses and software licenses.