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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 Wisdom?
Makes use of knowledge to create value through well-informed decisions
Strategic - Tactical - Operational - Commodity
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.
The process that obtains value for money from suppliers.

2. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
A function that reflects the part of business process that is critical to success of business

3. What characteristics does a process have?
- 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
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Utility 2) Warranty

4. What does a Release Policy include?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The result of an activity following a process or the delivery of a service.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A function that reflects the part of business process that is critical to success of business

5. What is the Service Knowledge Management System (SKMS)?
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
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) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
Used to store and manage knowledge - info and data.

6. What is the purpose of Service Operation?
A set of discrete facts
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Includes management of the component lifecycle of every CI (config item)
IT Service Management

7. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Responsible - Accountable - Consult - Inform
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

8. What is the purpose of ITIL Core Publications?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
To provide best practice guidance to all types of organizations.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

9. What is the purpose of the Design Coordination process?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
ensuer goals of service design stage are met with single point of coordination within this stage
The process in which goals and objectives of service design stage are met
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

10. A workload profile is also referred to as?
Access - Identity - Rights - Service or Service Groups - Directory Services
Data - Information - Knowledge - Wisdom
Pattern of Business Activity (PBA)
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)

11. What are the options of organizational structures of a service desk?
To quantify the impact to the business that loss of service would have
Emergency Change Advisory Board
- 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
Ensure assets required to deliver service are controlled and info is available for them

12. Describe the Design Coordination process.
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
To control lifecycle of all changes to be made with minimal disruption to services
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The process in which goals and objectives of service design stage are met

13. ROI
Return on Investment
Is a request from a user for info - advice - standard change - or access to an IT service
Internal Service Provider - Shared Service Unit - External Service Provider
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m

14. What influences the expected service?
IT Service Management
To quantify the impact to the business that loss of service would have
Services that provide customer with wanted business outcomes.
1) Preferences 2) Past experiences 3) Communications

15. How do you escalate an incident?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A service asset that needs to be managed to deliver 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)
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu

16. ITSM
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 provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
A group of people and the tools they use to perform one or more processes or activities.

17. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To be accountable for the operational management of the process.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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

18. What is the Configuration Management System (CMS)?
The system used to collect and manage Config Items (CI's)
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
Responsible - Accountable - Consult - Inform
Addition - modification - removal of anything that could have an effect on IT services

19. What are the objectives of the Change Management Process?
- 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
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!
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

20. What Service Transition processes primarily support the Service Transition phase?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Release & Deployment - Transition Planning & Support
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)

21. What is the definition of a Service Level Agreement Monitoring Chart?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The underlying cause of one or more failures
Qualitative and Quantitative

22. What is a Change Proposal?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Business Continuity Plan
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A formal proposal for major changes that involve high cost - risk or org. impact.

23. What are the objectives of the Service Design phase?
- 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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

24. What is the purpose of Problem Management?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- Manage access - Respond to requests for granting access - Oversee access
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

25. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.
intangible asset
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

26. What is stored in the Service Knowledge Management System (SKMS)??
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
It's he process responsible for managing the lifecycle of all service requests from users
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

27. What is the purpose of Service Design??
Responsible - Accountable - Consult - Inform
1) Utility 2) Warranty
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

28. Name the characteristics of value
Executing the policies in information security management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A formal proposal for a change
Service Level Management

29. How is the Service Design Package used?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
ensuer goals of service design stage are met with single point of coordination within this stage
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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.

30. What is a Process?
A structured set of activities designed to accomplish a specific objective.
1) Quality Service 2) Cost-effective Services
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
All services under development - growth and Outlook.

31. What are the two views of the Service Catalogue?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Known Error Database
To be accountable for the operational management of the process.
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)

32. What is the scope of Request Fulfillment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Up to each org to decide which service requests it will handle
Design - testing - improvements of CI's
Includes management of the component lifecycle of every CI (config item)

33. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Change Management - Service Asset & Config Management - Knowledge Management
Services that provide customer with wanted business outcomes.
- 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

34. What is the purpose of Event Management?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- 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 group of people and the tools they use to perform one or more processes or activities.
The ability to detect events - make sense of them and determine right control action

35. What is the scope of the Service Design phase?
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

36. RFC
A function that reflects the part of business process that is critical to success of business
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.
Data - Information - Knowledge - Wisdom
Request for Change

37. What is availability?
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.
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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

38. What is the Organization Level Agreement?
Services that are no longer available.
A service provider which functions within the business units they server.
The system used to collect and manage Config Items (CI's)
Agreement between an IT service provider and another part of same organization that assists with service provision

39. What are two availability management activities?
To provide a balanced view of overall service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- Vendor neutral - Non prescriptive - Best practice
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

40. CSI
Continual Service Improvement
A set of responsibilities defined in a process and assigned to a person or team.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1) Utility 2) Warranty

41. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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) Preferences 2) Past experiences 3) Communications
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

42. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Configuration Item
- Release & Deployment - Transition Planning & Support
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

43. What is Change Advisory Board (CAB)?
Service Level Agreement
The implementation and management of IT services that meet the needs of the business.
It defines performance and the alignment of IT services with the business.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

44. What is an Event?
The process that supports the Business Continuity Management process by managing risks that could affect services.
A group of people - tools and resources used to carry out a process activity.
A structured set of activities designed to accomplish a specific objective.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

45. What are the five stages of the Service Lifecycle?
A service provider which functions within the business units they server.
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.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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)

46. What are the phases of Release & Deployment?
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!
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Business Continuity Plan
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.

47. What is the purpose of Service Strategy?
Define steps required to restore business process following disruption
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Definitive Media Library
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

48. What is the scope of Access Management?
Change Advisory Board
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A formal proposal for a change
Executing the policies in information security management

49. What is the scope of the Knowledge Management process?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Lifecycle wide process and relevant to all lifecycles
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

50. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

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