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ITIL

Subjects : certifications, itil, it-skills

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Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the definition of Service Improvement Plan?
After closure and it is linked to major incident review
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

2. What is a Capability?
Addition - modification - removal of anything that could have an effect on IT services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- 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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

3. SLA
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Provide overall planning for service transition and coordinate resources required for it
Service Level Agreement
All services under development - growth and Outlook.

4. What is the business value of Continual Service Improvement?
Fit for purpose-the functionality of a product or service to meet a particular need.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
To provide best practice guidance to all types of organizations.

5. What is Value?

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6. IT Ops and Application Management are involved in _____________________
The process in which goals and objectives of service design stage are met
Application support
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

7. What is the purpose of the Transition Planning & Support process?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Governs the org's approach to Information Security Management
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
Provide overall planning for service transition and coordinate resources required for it

8. What are the components of IT Operations Management?
To provide best practice guidance to all types of organizations.
A set of responsibilities defined in a process and assigned to a person or team.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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

9. What is the scope of Service Operation??
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Data - Information - Knowledge - Wisdom
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
The services themselves - Service management processes - Technology (management of infrastructure) - People

10. What types of metrics are there and what are they??

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11. What are some Service Level Management Activities?
The process in which goals and objectives of service design stage are met
Continual Service Improvement
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
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

12. What communication is part of Service Operation?
Makes use of knowledge to create value through well-informed decisions
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 -
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Is a notification that a threshold has been reached - something has changed - or a failure has occured

13. What is the relationship between Incidents and Problems?
- 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
A set of responsibilities defined in a process and assigned to a person or team.
Responsible - Accountable - Consult - Inform
Incidents never become problems. They co-exist

14. What are the five Service Operation processes?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Qualitative and Quantitative
- 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

15. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Emergency Change Advisory Board
Return on Investment
To provide and maintain a single source of info on all operational and ready to be introduced services

16. SLM
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
Service Level Management

17. What are four Service Level Agreement Frameworks??
1) Quality Service 2) Cost-effective Services
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The system used to collect and manage Config Items (CI's)
- Manage access - Respond to requests for granting access - Oversee access

18. CSI
Continual Service Improvement
Is responsible for managing applications through their lifecycle
The process that obtains value for money from suppliers.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

19. What is the configuration baseline?
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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.
Application support
1) Customer Perception 2) Customer Preference 3) Business Outcomes

20. What is the purpose of the even steps to improvement?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

21. Resources are _____
Tangible assets
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Return on Investment
Set of responsibilities - activities and authorities granted to a person or a team.

22. What is a benefit of a RACI matrix?
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Service Knowledge Management System
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
It can identify weaknesses or areas of improvements.

23. What is the purpose of Service Design??
The process that supports the Business Continuity Management process by managing risks that could affect services.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
This is where the customer sees the actual value of the services
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

24. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
Problem that has a documented root cause and workaround
Define steps required to restore business process following disruption

25. What are the five stages of the Service Lifecycle?
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Inputs - Outputs - Activities - Measurements - Roles

26. External Service Provider
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
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.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Set of responsibilities - activities and authorities granted to a person or a team.

27. What is Knowledge?
Set of responsibilities - activities and authorities granted to a person or a team.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Tangible assets
- 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

28. What is the purpose of ITIL Core Publications?
Align new/changed services with business requirements - Maximize value to the business operations
- Change Management - Service Asset & Config Management - Knowledge Management
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
To provide best practice guidance to all types of organizations.

29. Detail the Service Owner's repsonsibility.
To plan - schedule & control the build - test & deployment of releases
Tp provide the right for users to be able to use a service or group of services
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) 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)

30. What are the objectives of Request Fulfillment?
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.
Change Advisory Board
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
- 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

31. What is Change?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
intangible asset
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Addition - modification - removal of anything that could have an effect on IT services

32. Volume/Phase 3: Service Transition - What is it?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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.

33. How do you prioritize an incident?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Change Advisory Board
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.
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

34. A workload profile is also referred to as?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
- 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Pattern of Business Activity (PBA)

35. What is the role of Application Management?
ensuer goals of service design stage are met with single point of coordination within this stage
Governs the org's approach to Information Security Management
- 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
Pattern of Business Activity

36. What is the Configuration Management System (CMS)?

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37. Name the characteristics of value
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
The implementation and management of IT services that meet the needs of the business.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

38. What are the design constraints for a service?
A formal proposal for a change
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- Capability constraints - Resource constraints - Utility constraints - And more...
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

39. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Service Knowledge Management System
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.
The level to which the service meets a customer's expectation.

40. SKMS
Service Knowledge Management System
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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.

41. What are the components of the ITIL framework?
A formal proposal for major changes that involve high cost - risk or org. impact.
1) Core Publications 2) Complimentary Guidance
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Is a notification that a threshold has been reached - something has changed - or a failure has occured

42. What is the scope of Access Management?
Configuration Management System
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Executing the policies in information security management
Strategic - Tactical - Operational - Commodity

43. Technical and Application Management are involved in ___________________

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44. What is risk?
- 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
It takes inputs and turn them into outputs.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Pattern of Business Activity (PBA)

45. What is a major incident?
Strategic - Tactical - Operational - Commodity
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

46. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To quantify the impact to the business that loss of service would have
Agreement between an IT service provider and another part of same organization that assists with service provision

47. What do Change Models have?
- Capability constraints - Resource constraints - Utility constraints - And more...
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Definitive Media Library
Executing the policies in information security management

48. BCP
- 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
Business Continuity Plan
Configuration Item
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

49. What are the Service Operation Functions??
Application support
Service Desk - Technical management - IT Operation Management - Application Management
A set of activities to accomplish an objective.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

50. BIA
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Business Impact Analysis
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Addition - modification - removal of anything that could have an effect on IT services

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