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 is a Resource?
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Services that are no longer available.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and


2. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


3. Technical and Application Management are involved in ___________________

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4. What is Request for Change (RFC)?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A formal proposal for a change
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Includes the processes - systems & functions to package - build - test and deploy a release in live use


5. What is Value?

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6. What is Service Assets?
Known Error Database
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- 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
The basis for value creation including both resources and capabilities


7. What is the Snapshot?
The level to which the service meets a customer's expectation.
A service asset that needs to be managed to deliver a service
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.
Action taken to recover after a failed change or release.


8. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Responsible - Accountable - Consult - Inform


9. How do you prioritize an incident?
Qualitative and Quantitative
- Manage access - Respond to requests for granting access - Oversee access
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
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


10. What are the three types of Service Providers??
Change Advisory Board
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.)
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.
Internal Service Provider - Shared Service Unit - External Service Provider


11. What is Information?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
It comes from providing context to data - Who? - What? - When? - Where?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


12. What should an incident model include??
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 role is defined in a process or function.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


13. What is the CSI approach?

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14. What is technical management?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Business Impact Analysis
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure


15. CSF
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Critical Success Factor
Is a request from a user for info - advice - standard change - or access to an IT service
Business Impact Analysis


16. What is a Process?
A set of activities to accomplish an objective.
Is responsible for managing applications through their lifecycle
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


17. What are the objectives of Problem Management?
- 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
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


18. What are the objectives of the Transition Planning & Support process?
A function that reflects the part of business process that is critical to success of business
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...
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change


19. What is the purpose of the even steps to improvement?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


20. SKMS
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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Service Knowledge Management System
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring


21. What is a Role?
This is where the customer sees the actual value of the services
Set of responsibilities - activities and authorities granted to a person or a team.
Total Cost of Ownership
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


22. Describe the Supplier Management process.
All services under development - growth and Outlook.
The process that obtains value for money from suppliers.
Incidents never become problems. They co-exist
Pattern of Business Activity (PBA)


23. What is the scope of Service Transition?
Key Performance Indicator
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- New service - Major change to service - Removal of service - Changes to the SDP itself
Configuration Management Database


24. What are the 4 P's in Service Design used for?
Fit for purpose-the functionality of a product or service to meet a particular need.
To provide a balanced view of overall service
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


25. OLA
- Manage access - Respond to requests for granting access - Oversee access
Carry out one or more process activities
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Operation Level Agreement


26. What are the layers of the Configuration Management System (CMS)?
To plan - schedule & control the build - test & deployment of releases
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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 Emergency Change Advisory Board (ECAB)?
Information Technology Infrastructure Library
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
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.
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


28. What are KPI's?
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
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)
A set of best practice publications for IT service management
Known Error Database


29. What are the technical management groups?
A group of people and the tools they use to perform one or more processes or activities.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Value of Investment
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


30. What is the purpose of the Service Asset & Config Management (SACM) process?
Strategic - Tactical - Operational - Commodity
Ensure assets required to deliver service are controlled and info is available for them
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
1) Customer Perception 2) Customer Preference 3) Business Outcomes


31. What is the scope of the Service Level Management process?
To be accountable for the operational management of the process.
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.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


32. What are the ISM concepts?
- 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
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


33. 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
Application support
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.


34. What is the purpose of Continual Service Improvement?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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 -
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
The ability to detect events - make sense of them and determine right control action


35. What is the Service Design phase?
- Change Management - Service Asset & Config Management - Knowledge Management
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.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
The phase that turns service strategy into a plan for delivering the business outcomes.


36. What is the scope of Access Management?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Executing the policies in information security management


37. What are the five stages of the Service Lifecycle?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The underlying cause of one or more failures


38. What is the purpose of Availability Management process?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Set of responsibilities - activities and authorities granted to a person or a team.
Tp provide the right for users to be able to use a service or group of services
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


39. What is the scope of the Transition Planning & Support process?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- Budgeting - Accounting - Charging (Billing)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.


40. What is the Information Security Policy?

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41. Describe the Information Security Management process.
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 complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline - Service Catalogue and Retired Services.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
The system used to collect and manage Config Items (CI's)


42. What are the seven steps to improvement?
It can improve utility and warranty of services incresing value.
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
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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


43. What are the objectives of Access Management?
- Custodian if technical knowledge and expertise (managing the IT infrastructure) - Provides the resources to support the service lifecycle - Provide guidance to IT ops about how to carry out ongoing ops management of technology
- Manage access - Respond to requests for granting access - Oversee access
Business Continuity Management
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


44. What is the definition of a Service Review?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


45. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
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
Pattern of Business Activity (PBA)
1) Quality Service 2) Cost-effective Services


46. External Service Provider
Return on Investment
Assets such as server licenses and software licenses.
Agreement between an IT service provider and another part of same organization that assists with service provision
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


47. What is Data?
A set of discrete facts
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


48. When is the Service Design Package created or edited?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A function that reflects the part of business process that is critical to success of business
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- New service - Major change to service - Removal of service - Changes to the SDP itself


49. What is the purpose of the Information Security Management (ISM) process?

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50. What are the supplier categories??
Carry out one or more process activities
- 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
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
Strategic - Tactical - Operational - Commodity