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ITIL

Subjects : certifications, itil, it-skills

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 workaround?
Data - Information - Knowledge - Wisdom
1. Business Service Catalogue 2. Technical Service Catalogue.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

2. What is the purpose of Request Fulfillment?

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3. What are the Incident Management activities??
The ability to detect events - make sense of them and determine right control action
Executing the policies in information security management
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 -
Change Advisory Board

4. What is the purpose of Incident Management?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Business Impact Analysis
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.

5. What does a process do?
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Qualitative and Quantitative
It takes inputs and turn them into outputs.

6. Describe Time Scales of Incident Management

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7. What are the Change Types?
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.)
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
- 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
By enhancing the performance of tasks and reducing the effect of constraints.

8. CSI
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Service Desk - Technical management - IT Operation Management - Application Management
Continual Service Improvement
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

9. What are the objectives of the Knowledge Management process??
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) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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
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

10. What are the activities associated with Problem Management?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A service asset that needs to be managed to deliver a service
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

11. What is the configuration baseline?
It can identify weaknesses or areas of improvements.
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.
The phase that turns service strategy into a plan for delivering the business outcomes.
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

12. OLA
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
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
Operation Level Agreement

13. What is the purpose of Continual Service Improvement?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

14. What are the 4 P's in Service Design used for?
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To provide a balanced view of overall service

15. What is ITIL?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A set of best practice publications for IT service management
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

16. What is the purpose of Service Transition?
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Supplier and Contract Management Information System
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

17. What is a basline measurement?
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

18. When do you conduct a major problem review?
To control lifecycle of all changes to be made with minimal disruption to services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.
After closure and it is linked to major incident review

19. UC
Provide overall planning for service transition and coordinate resources required for it
Underpinning Contract
It can identify weaknesses or areas of improvements.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

20. 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
Align new/changed services with business requirements - Maximize value to the business operations
- 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
Underpinning Contract

21. What is the definition of Service Improvement Plan?
Is a request from a user for info - advice - standard change - or access to an IT service
A set of best practice publications for IT service management
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

22. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

23. What cycles are associated with budgeting - accounting - charging?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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.
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

24. PBA
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Pattern of Business Activity
The underlying cause of one or more failures

25. What are the objectives of Request Fulfillment?
Lifecycle wide process and relevant to all lifecycles
- maintain user and customer satisfaction - Provide channel to request and receive service - Provide info to users and customers re. availability of services - Source and deliver components of requested services - Assist with general info - complaint
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
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

26. BIA
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Business Impact Analysis
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 -
A set of responsibilities defined in a process and assigned to a person or team.

27. KPI
Key Performance Indicator
A set of discrete facts
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

28. What does a Service Strategy define??
- Capability constraints - Resource constraints - Utility constraints - And more...
Data - Information - Knowledge - Wisdom
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
To provide a single source of information on all operational and ready for production services.

29. SACM
Service Asset and Configuration Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
intangible asset

30. Describe the Availability Management process.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The process to ensure that the level of availability in services needs agrees with the required needs

31. What is the scope of the Capacity Management process?
Pattern of Business Activity (PBA)
The scope considers all resources required to deliver service and plans for short - medium and long term 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
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

32. What is the role of technical 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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Accountable for the delivery of a specific service.
Services that are no longer available.

33. What is technical management?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

34. What is the scope of Access Management?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Executing the policies in information security management
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.
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.

35. What actvities does Business Relationship Management Activities refer to?
The level to which the service meets a customer's expectation.
The process to ensure that the level of availability in services needs agrees with the required needs
Any event which disrupts - or which could disrupt - a service
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

36. What are the phases of the ITIL Service Lifecycle?
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
Tp provide the right for users to be able to use a service or group of services
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

37. What is the Process Manager's responsibility?
A formal proposal for major changes that involve high cost - risk or org. impact.
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.
To be accountable for the operational management of the process.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

38. What are the seven 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) 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
An IT infrastructure - people - money - or other tangible asset that might help deliver 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

39. A workload profile is also referred to as?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To provide best practice guidance to all types of organizations.
Application support
Pattern of Business Activity (PBA)

40. Internal Service Provider
A service provider which functions within the business units they server.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
Business Continuity Management

41. What is the role of Application Management?
Service Knowledge Management System
- 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
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
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.

42. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

43. What is the purpose of Application Management?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Is responsible for managing applications through their lifecycle
To provide and maintain a single source of info on all operational and ready to be introduced services
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

44. What are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.

45. What is the Deming Cycle?
intangible asset
To provide a balanced view of overall service
Emergency Change Advisory Board
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.

46. What are the Service Operation Functions??
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Service Desk - Technical management - IT Operation Management - Application Management
Change Advisory Board
1) Core Publications 2) Complimentary Guidance

47. What are the objectives of technical management?

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48. What is the Capacity Plan?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

49. What are the objectives of the Change Management Process?

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50. What is the objective of Service Strategy
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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
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 provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.