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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 are the objectives of the Release & Deployment Management process?
A formal proposal for major changes that involve high cost - risk or org. impact.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application 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 -
Includes the processes - systems & functions to package - build - test and deploy a release in live use

2. ITSM
IT Service Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Ensure assets required to deliver service are controlled and info is available for them
Fit for Purpose - The functionality of a product or service from a customer's perspective.

3. What is Service Management?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Is a request from a user for info - advice - standard change - or access to an IT service
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Continual Service Improvement

4. What is the scope of Event Management?

5. OLA
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The process in which goals and objectives of service design stage are met
Operation Level Agreement
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

6. What is the purpose of the supplier management process?
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

7. A workload profile is also referred to as?
To be accountable for the operational management of the process.
Pattern of Business Activity (PBA)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1) Customer Perception 2) Customer Preference 3) Business Outcomes

8. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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.)
- 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

9. What is the Service Design Package?
- 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
Is a request from a user for info - advice - standard change - or access to an IT service
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

10. What are the objectives of the service desk??
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
To plan - schedule & control the build - test & deployment of releases

11. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
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
To provide a balanced view of overall service

12. What is an Outcome?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The result of an activity following a process or the delivery of a service.
Keep it simple - Use multi-level categorization - Use categorization for reporting
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

13. What are the two views of the Service Catalogue?
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

14. What processes does Financial Management include?
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.
A service provider which functions within the business units they server.
- Budgeting - Accounting - Charging (Billing)
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

15. CI
Configuration Item
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

16. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
- Capability constraints - Resource constraints - Utility constraints - And more...
Problem that has a documented root cause and workaround
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

17. What is the Information Security Policy?

18. Detail the Process Owner's responsibilities
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
IT Service Management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

19. Why is ITIL successful?
Value of Investment
Makes use of knowledge to create value through well-informed decisions
- Vendor neutral - Non prescriptive - Best practice
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.

20. What are the objectives of Service Transition?
Agreement between an IT service provider and another part of same organization that assists with service provision
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Application support

21. ITIL
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)
Information Technology Infrastructure Library
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

22. What is the purpose of the Transition Planning & Support process?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Business Continuity Management
Responsible - Accountable - Consult - Inform
Provide overall planning for service transition and coordinate resources required for it

23. RFC
Request for Change
The process that supports the Business Continuity Management process by managing risks that could affect services.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Key Performance Indicator

24. What is the scope of Continual Service Improvement??
Return on Investment
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
Value of Investment

25. What is the purpose of Application Management?
Is responsible for managing applications through their 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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
The basis for value creation including both resources and capabilities

26. What is the scope of the Service Level Management process?
Ensure assets required to deliver service are controlled and info is available for them
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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.)

27. What is the scope of the Service Design phase?
Strategic - Tactical - Operational - Commodity
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
Internal Service Provider - Shared Service Unit - External Service Provider

28. What is Remediation Planning?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Action taken to recover after a failed change or release.
Change Advisory Board
A formal proposal for a change

29. VBF
Vital Business Function
IT Service Management
To provide best practice guidance to all types of organizations.
1) Utility 2) Warranty

30. 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
Everyone except for Type III service providers (third parties)
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Service Asset and Configuration Management

31. DML
Definitive Media Library
- 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
Value of Investment
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.)

32. What is the scope of the Capacity Management process?
Service Desk - Technical management - IT Operation Management - Application Management
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
1) Core Publications 2) Complimentary Guidance
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

33. ECAB
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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.
Emergency Change Advisory Board
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to

34. Define Patterns of Business Activity (PBA)?
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) Preferences 2) Past experiences 3) Communications
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom

35. Volume/Phase 3: Service Transition - What is it?
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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)
This is where the customer sees the actual value of the services

36. What is a Process?
Information Communication Technology
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A set of activities to accomplish an objective.
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.

37. Describe the Service Level Management process.
- Release & Deployment - Transition Planning & Support
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
Incidents never become problems. They co-exist

38. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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.
Vital Business Function
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

39. External Service Provider
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

40. What is a Service?
All services under development - growth and Outlook.
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.
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 -
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

41. What is a Service Pipeline?
All services under development - growth and Outlook.
Share perspectives - ideas - experience & info to enable informed decisions
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Known Error Database

42. What are the objectives of Incident Management?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- 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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

43. What activities support Continual Service Improvement?
- 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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Configuration Management System
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

44. What are the Service Strategy processes and functions?
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
- 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

45. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
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 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...
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

46. Why is automation of technology and architecture beneficial?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It can improve utility and warranty of services incresing value.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- Change Management - Service Asset & Config Management - Knowledge Management

47. What are the seven steps to improvement?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To provide and maintain a single source of info on all operational and ready to be introduced services
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

48. What are the objectives of Access Management?
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
A role is defined in a process or function.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- Manage access - Respond to requests for granting access - Oversee access

49. What is ITIL?
A set of best practice publications for IT service management
1) Core Publications 2) Complimentary Guidance
Data - Information - Knowledge - Wisdom
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

50. What is the definition of Service Level Requirements?
After closure and it is linked to major incident review
A customer requirement for an aspect of an IT service
Configuration Item
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities