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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 the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
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
Business Continuity Management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

2. SLA
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
Service Level Agreement
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
- Capability constraints - Resource constraints - Utility constraints - And more...

3. What is availability?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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.
The process to ensure that the level of availability in services needs agrees with the required needs
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

4. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

5. What does a process do?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Key Performance Indicator
Any event which disrupts - or which could disrupt - a service
It takes inputs and turn them into outputs.

6. What are two kinds of IT Services?
To control lifecycle of all changes to be made with minimal disruption to services
A set of best practice publications for IT service management
A service provided by an IT service provider made up of a combination of IT - people and processes.
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.)

7. What is the scope of Access Management?
Executing the policies in information security management
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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.)
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

8. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
To provide a single source of information on all operational and ready for production services.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
- 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

9. What are Retired Services?
Services that are no longer available.
Underpinning Contract
A service asset that needs to be managed to deliver a service
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

10. What is the scope of the seven steps to improvement?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Services that provide customer with wanted business outcomes.
To control lifecycle of all changes to be made with minimal disruption to services
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

11. How do you escalate an incident?
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)
Continual Service Improvement
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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)

12. KPI
Key Performance Indicator
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)
- 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
A set of best practice publications for IT service management

13. What is the Business Value of Service Strategy?
Vital Business Function
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
It defines performance and the alignment of IT services with the business.
A customer requirement for an aspect of an IT service

14. What should Major Problem Review focus on?
The result of an activity following a process or the delivery of a service.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

15. ICT
Information Communication Technology
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
To plan - schedule & control the build - test & deployment of releases

16. VOI
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Value of Investment
The basis for value creation including both resources and capabilities
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.

17. What are the phases of the ITIL Service Lifecycle?
Tangible assets
Accountable for the delivery of a specific service.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A group of people and the tools they use to perform one or more processes or activities.

18. What is a Resource?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- Vendor neutral - Non prescriptive - Best practice
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

19. What is technical management?
Supplier and Contract Management Information System
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Is a request from a user for info - advice - standard change - or access to an IT service

20. Describe the Availability Management process.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Service Level Agreement
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 process to ensure that the level of availability in services needs agrees with the required needs

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

22. What is an incident?
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
Single Point Of Contact
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Vendor neutral - Non prescriptive - Best practice

23. What is the Process Manager's responsibility?
Is a request from a user for info - advice - standard change - or access to an IT service
Design - testing - improvements of CI's
To be accountable for the operational management of the process.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

24. What is a Process Owner's responsibility?
Request for Change
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.
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

25. Who should the Information Security Policy be communicated to?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Everyone except for Type III service providers (third parties)

26. BCP
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Business Continuity Plan
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1) Quality Service 2) Cost-effective Services

27. What is Emergency Change Advisory Board (ECAB)?
Services that are no longer available.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

28. What are the three types of Service Providers??
Vital Business Function
A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
Internal Service Provider - Shared Service Unit - External Service Provider
Carry out one or more process activities

29. What is a Business Case?
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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Similar to incident model - For problems that have an expensive solution

30. How is risk measured?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
It can identify weaknesses or areas of improvements.
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

31. What are the objectives of IT Operations Management?
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
Responsible - Accountable - Consult - Inform
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)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures

32. What are the five Service Operation processes?
Application support
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...
Critical Success Factor
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

33. What is Change?
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
Similar to incident model - For problems that have an expensive solution
Addition - modification - removal of anything that could have an effect on IT 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

34. IT Ops and Application Management are involved in _____________________
It defines performance and the alignment of IT services with the business.
Application support
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Pattern of Business Activity (PBA)

35. What is the purpose of Service Catalogue Management?
Executing the policies in information security management
1) Customer Perception 2) Customer Preference 3) Business Outcomes
- 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
To provide a single source of information on all operational and ready for production services.

36. RFC
The process to ensure that the level of availability in services needs agrees with the required needs
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
Request for Change
Executing the policies in information security management

37. SACM
- 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
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.
To be accountable for the operational management of the process.
Service Asset and Configuration Management

38. What is the purpose of the even steps to improvement?
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...
A set of discrete facts
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

39. What are the design constraints for a service?
Any event which disrupts - or which could disrupt - a service
The level to which the service meets a customer's expectation.
- Capability constraints - Resource constraints - Utility constraints - And more...
Definitive Media Library

40. What are the options of organizational structures of a service desk?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- 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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

41. What processes interfaces with Problem Management?
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To provide a single source of information on all operational and ready for production services.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

42. SPOC
Single Point Of Contact
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A set of discrete facts
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

43. What is the Deming Cycle?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.
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
Service Level Management

44. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

45. What is the Service Design Package?
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 -
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

46. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Used to store and manage knowledge - info and data.
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!
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

47. What are two levels of availability?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Critical Success Factor
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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!

48. What is ITIL?
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.
A service asset that needs to be managed to deliver a service
Executing the policies in information security management
A set of best practice publications for IT service management

49. What are the objectives of the Transition Planning & Support process?
Lifecycle wide process and relevant to all lifecycles
- 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
This is where the customer sees the actual value of the services
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...

50. BIA
1) Core Publications 2) Complimentary Guidance
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Business Impact Analysis