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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 do Change Models have?
Provide overall planning for service transition and coordinate resources required for it
Ownership regardless of escalation remains with the service desk
Strategic - Tactical - Operational - Commodity
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

2. OLA
A role is defined in a process or function.
To provide and maintain a single source of info on all operational and ready to be introduced services
To control lifecycle of all changes to be made with minimal disruption to services
Operation Level Agreement

3. CMDB
Configuration Management Database
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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
Definitive Media Library

4. What are the Change Types?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Set of responsibilities - activities and authorities granted to a person or a team.
- 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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

5. What are the three types of Service Providers??
Internal Service Provider - Shared Service Unit - External Service Provider
Executing the policies in information security management
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)
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

6. What processes does the Change Management process interface with?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

7. PBA
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.
Pattern of Business Activity
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
A formal proposal for major changes that involve high cost - risk or org. impact.

8. Who should the Information Security Policy be communicated to?
Data - Information - Knowledge - Wisdom
Everyone except for Type III service providers (third parties)
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

9. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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
Internal Service Provider - Shared Service Unit - External Service Provider
It can improve utility and warranty of services incresing value.

10. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The process in which goals and objectives of service design stage are met
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

11. What is the scope of Access Management?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Functional requirements - SLAs - benefits and design constraints
Executing the policies in information security management
Total Cost of Ownership

12. What is an Alert?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Emergency Change Advisory Board
Is a notification that a threshold has been reached - something has changed - or a failure has occured

13. What is the scope of the Capacity Management process?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Up to each org to decide which service requests it will handle
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The process that supports the Business Continuity Management process by managing risks that could affect services.

14. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.)
Business Continuity Plan

15. What are KPI's?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
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
Continual Service Improvement
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)

16. What is Information?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Release & Deployment - Transition Planning & Support
The process in which goals and objectives of service design stage are met
It comes from providing context to data - Who? - What? - When? - Where?

17. Describe the Capacity Management process.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Change Management - Service Asset & Config Management - Knowledge Management
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

18. What is Change Advisory Board (CAB)?
Incidents never become problems. They co-exist
Internal Service Provider - Shared Service Unit - External Service Provider
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

19. What is the purpose of Service Operation?
Incidents never become problems. They co-exist
- 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
Service Asset and Configuration Management
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

20. What are the ITSCM process activities??
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
Vital Business Function
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Utility 2) Warranty

21. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Service Level Agreement
Operation Level Agreement

22. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
The underlying cause of one or more failures
Action taken to recover after a failed change or release.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

23. What are the two views of the Service Catalogue?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Value of Investment
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
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)

24. UC
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
1) Core Publications 2) Complimentary Guidance
Underpinning Contract
The process in which goals and objectives of service design stage are met

25. IT Ops and Application Management are involved in _____________________
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Application support
Plan and manage service changes - Set expectations on performance and use of new or changed service - Ensure service changes create expected business value - Provide knowledge and info abuot services and assets - Manage risk to new - changed - retire
Service Knowledge Management System

26. How can the impact of risk be measured?
Internal Service Provider - Shared Service Unit - External Service Provider
Qualitative and Quantitative
1) Quality Service 2) Cost-effective Services
- 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

27. What is a basline measurement?
intangible asset
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)
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A set of responsibilities defined in a process and assigned to a person or team.

28. What is the RACI matrix?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Tp provide the right for users to be able to use a service or group of services
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

29. DML
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Definitive Media Library
Configuration Management Database
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

30. How do you escalate an incident?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A service provided by an IT service provider made up of a combination of IT - people and processes.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)

31. Why is automation of technology and architecture beneficial?
Data - Information - Knowledge - Wisdom
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
It can improve utility and warranty of services incresing value.
- New service - Major change to service - Removal of service - Changes to the SDP itself

32. What are the objectives of the Service Asset & Config Management (SACM) process??

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33. ICT
It covers: - design - implementation - measurement -management -improvement of service and component availability
Information Communication Technology
Provide overall planning for service transition and coordinate resources required for it
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

34. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A group of people - tools and resources used to carry out a process activity.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
1) Preferences 2) Past experiences 3) Communications

35. What is IT Service Management?
Ownership regardless of escalation remains with the service desk
- Vendor neutral - Non prescriptive - Best practice
The implementation and management of IT services that meet the needs of the business.
The process that supports the Business Continuity Management process by managing risks that could affect services.

36. Why do organizations use ITIL?
Accountable for the delivery of a specific service.
Change Advisory Board
Is responsible for managing applications through their lifecycle
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.

37. 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
Access - Identity - Rights - Service or Service Groups - Directory Services
Lifecycle wide process and relevant to all lifecycles
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

38. What drives service design?
Functional requirements - SLAs - benefits and design constraints
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- Change Management - Service Asset & Config Management - Knowledge Management
To plan - schedule & control the build - test & deployment of releases

39. How do services facilitate outcomes?
Internal Service Provider - Shared Service Unit - External Service Provider
By enhancing the performance of tasks and reducing the effect of constraints.
1) Core Publications 2) Complimentary Guidance
- Release & Deployment - Transition Planning & Support

40. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- Vendor neutral - Non prescriptive - Best practice
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

41. What is the scope of Problem Management?
All services under development - growth and Outlook.
Is responsible for managing applications through their lifecycle
A service provider which functions within the business units they server.
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

42. What is a Problem Model??
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Similar to incident model - For problems that have an expensive solution
Addition - modification - removal of anything that could have an effect on IT services

43. What is the Service Owner's responsibility?
Tangible assets
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 -
Accountable for the delivery of a specific service.
Fit for Purpose - The functionality of a product or service from a customer's perspective.

44. What is the purpose of the Transition Planning & Support process?
Service Desk - Technical management - IT Operation Management - Application Management
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.
Provide overall planning for service transition and coordinate resources required for it
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

45. Internal Service Provider
Application support
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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A service provider which functions within the business units they server.

46. What are the objectives of Service Operation?
- 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
To provide a balanced view of overall service
1. Business Service Catalogue 2. Technical Service Catalogue.
Problem that has a documented root cause and workaround

47. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

48. What is a Capability?
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.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Business Impact Analysis
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

49. What is Data?
The underlying cause of one or more failures
A set of discrete facts
Speeds up resolution - Concern of data quality
Information Communication Technology

50. What are the four Service Operation functions?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To provide a balanced view of overall service
Inputs - Outputs - Activities - Measurements - Roles
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities