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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 the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
Keep it simple - Use multi-level categorization - Use categorization for reporting
Underpinning Contract
1) Customer Perception 2) Customer Preference 3) Business Outcomes

2. What is Change?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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
Addition - modification - removal of anything that could have an effect on IT services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

3. What is the scope of Event Management?
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.)
Any event which disrupts - or which could disrupt - a service
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

4. What are the components of IT Operations Management?
Application support
The process to ensure that the level of availability in services needs agrees with the required needs
Configuration Management Database
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

5. What is a benefit of a RACI matrix?
Provide overall planning for service transition and coordinate resources required for it
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
After closure and it is linked to major incident review
It can identify weaknesses or areas of improvements.

6. What processes does Financial Management include?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Budgeting - Accounting - Charging (Billing)
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
Executing the policies in information security management

7. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Design - testing - improvements of CI's
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

8. CMS
Definitive Media Library
Vital Business Function
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
Configuration Management System

9. What are the Change Types?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- 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

10. What is a Config Item (CI)?
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
A service asset that needs to be managed to deliver a service
Functional requirements - SLAs - benefits and design constraints
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

11. What is the purpose of Continual Service Improvement?
IT Service Management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

12. SLA
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Service Level Agreement
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.)
This is where the customer sees the actual value of the services

13. What levels are baselines established at?
Is responsible for managing applications through their lifecycle
It defines performance and the alignment of IT services with the business.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To plan - schedule & control the build - test & deployment of releases

14. What is risk?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

15. What are the five aspects of Service Design?
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.
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 -
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Action taken to recover after a failed change or release.

16. What are the objectives of the Service Design phase?
Continual Service Improvement
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
It's he process responsible for managing the lifecycle of all service requests from users
To be accountable for the operational management of the process.

17. What is the content of a Business Case?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
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...

18. What are some Service Level Management Activities?
The underlying cause of one or more failures
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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
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

19. What is the Business Value of Service Design?
A function that reflects the part of business process that is critical to success of business
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) Quality Service 2) Cost-effective Services
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

20. What are the design constraints for a service?
Pattern of Business Activity
Configuration Management Database
A role is defined in a process or function.
- Capability constraints - Resource constraints - Utility constraints - And more...

21. Facilities 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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

22. External Service Provider
Services that provide customer with wanted business outcomes.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Ensure assets required to deliver service are controlled and info is available for them
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

23. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Change Advisory Board
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

24. What is an incident?
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
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...
The process in which goals and objectives of service design stage are met
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

25. CSF
Pattern of Business Activity (PBA)
Any event which disrupts - or which could disrupt - a service
Critical Success Factor
Total Cost of Ownership

26. What topics are covered in Service Strategy?
Assets such as server licenses and software licenses.
Inputs - Outputs - Activities - Measurements - Roles
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.

27. RACI
Inputs - Outputs - Activities - Measurements - Roles
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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)
Responsible - Accountable - Consult - Inform

28. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Service Desk - Technical management - IT Operation Management - Application Management
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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!

29. What is the scope of Access Management?
Continual Service Improvement
Is a request from a user for info - advice - standard change - or access to an IT service
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
Executing the policies in information security management

30. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
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.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
1. Business Service Catalogue 2. Technical Service Catalogue.

31. CMDB
By enhancing the performance of tasks and reducing the effect of constraints.
Service Level Management
Configuration Management Database
The system used to collect and manage Config Items (CI's)

32. VOI
Service Knowledge Management System
Value of Investment
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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

33. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
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
- 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
Fit for purpose-the functionality of a product or service to meet a particular need.

34. What types of metrics are there and what are they??
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
It can identify weaknesses or areas of improvements.
To provide and maintain a single source of info on all operational and ready to be introduced services
Everyone except for Type III service providers (third parties)

35. What is a Process?
- 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
A set of activities to accomplish an objective.
A service provider which functions within the business units they server.
Responsible - Accountable - Consult - Inform

36. What are the objectives of Continual Service Improvement??
Governs the org's approach to Information Security Management
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
Improvements to the entire lifecycle (review - prioritize - make recommendations) - Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) - Using proven quality management methods
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.

37. What are the objectives of the Service Level Management process?
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Return on Investment
Define steps required to restore business process following disruption

38. OLA
A service asset that needs to be managed to deliver a service
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Operation Level Agreement

39. What are the options of organizational structures of a service desk?
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
To provide a single source of information on all operational and ready for production services.
Keep it simple - Use multi-level categorization - Use categorization for reporting
- 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

40. What is Data?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
The services themselves - Service management processes - Technology (management of infrastructure) - People
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
A set of discrete facts

41. Volume/Phase 4: Service Operation - What is it?
Service Knowledge Management System
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It comes from providing context to data - Who? - What? - When? - Where?

42. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
- 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
Any event which disrupts - or which could disrupt - a service
A set of best practice publications for IT service management

43. What is Vital Business Functions?
- 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
Accountable for the delivery of a specific service.
A function that reflects the part of business process that is critical to success of business
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

44. What is Value?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
The basis for value creation including both resources and capabilities
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The level to which the service meets a customer's expectation.

45. What are the objectives of Incident Management?
To be accountable for the operational management of the process.
- 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
The system used to collect and manage Config Items (CI'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

46. What is a Process?
A structured set of activities designed to accomplish a specific objective.
IT Service 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 -
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

47. What are the objectives of Access Management?
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
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
Single Point Of Contact
- Manage access - Respond to requests for granting access - Oversee access

48. A workload profile is also referred to as?
Internal Service Provider - Shared Service Unit - External Service Provider
Pattern of Business Activity (PBA)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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...

49. KPI
Key Performance Indicator
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 underlying cause of one or more failures
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

50. Detail the Service Owner's repsonsibility.
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
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
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)
Used to store and manage knowledge - info and data.

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