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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. Facilities Management
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A service provided by an IT service provider made up of a combination of IT - people and processes.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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.

2. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

3. Who are the Key Stakeholders?
A role is defined in a process or function.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
It covers: - design - implementation - measurement -management -improvement of service and component availability
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

4. How is the Service Design Package used?
Single Point Of Contact
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Addition - modification - removal of anything that could have an effect on IT services

5. What is the CSI approach?

6. IT Ops and Application Management are involved in _____________________
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
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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

7. What is the Service Level Agreement?
- 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
It can identify weaknesses or areas of improvements.
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.

8. What are the objectives of Request Fulfillment?
- 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
Information Technology Infrastructure Library
Emergency Change Advisory Board
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

9. What is the purpose of Service Strategy?

10. What is Vital Business Functions?
Data - Information - Knowledge - Wisdom
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A function that reflects the part of business process that is critical to success of business

11. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution

12. What are Change Management Activities?
- 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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

13. What should an incident model include??
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
Includes the processes - systems & functions to package - build - test and deploy a release in live use
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

14. What is a known error?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Problem that has a documented root cause and workaround
The phase that turns service strategy into a plan for delivering the business outcomes.
Service Asset and Configuration Management

15. Who owns an incident?
It's he process responsible for managing the lifecycle of all service requests from users
1) Preferences 2) Past experiences 3) Communications
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Ownership regardless of escalation remains with the service desk

16. What is technical management?
Is a request from a user for info - advice - standard change - or access to an IT service
Provide overall planning for service transition and coordinate resources required for it
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

17. What is Data?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
A set of discrete facts
It comes from providing context to data - Who? - What? - When? - Where?
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)

18. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
Is responsible for managing applications through their lifecycle
Value of Investment
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

19. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
Addition - modification - removal of anything that could have an effect on IT services

20. What are the Incident Management activities??
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Application support
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 -
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

21. What influences the expected service?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
It comes from providing context to data - Who? - What? - When? - Where?
1) Preferences 2) Past experiences 3) Communications
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

22. What is a Resource?
Align new/changed services with business requirements - Maximize value to the business operations
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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)

23. What is a benefit of a RACI matrix?
Executing the policies in information security management
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
It can identify weaknesses or areas of improvements.
Strategic - Tactical - Operational - Commodity

24. What are the supplier categories??
Lifecycle wide process and relevant to all lifecycles
The process that obtains value for money from suppliers.
1) Utility 2) Warranty
Strategic - Tactical - Operational - Commodity

25. What are the phases of Release & Deployment?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Speeds up resolution - Concern of data quality
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

26. What is risk?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Set of responsibilities - activities and authorities granted to a person or a team.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

27. What is the Snapshot?
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
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.
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

28. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

29. Why is ITIL successful?
Functional requirements - SLAs - benefits and design constraints
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.
Service Knowledge Management System
- Vendor neutral - Non prescriptive - Best practice

30. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Ownership regardless of escalation remains with the service desk

31. What are the objectives of the Service Design phase?
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.
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

32. What processes interfaces with Problem Management?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A service provider which functions within the business units they server.
By enhancing the performance of tasks and reducing the effect of constraints.
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

33. What is the role of Application Management?
Is responsible for managing applications through their lifecycle
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
The services themselves - Service management processes - Technology (management of infrastructure) - People
- 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

34. What are the objectives of Problem Management?
Supplier and Contract Management Information System
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- 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
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind

35. How is risk measured?
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.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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

36. What is the purpose of the Service Asset & Config Management (SACM) process?
Ensure assets required to deliver service are controlled and info is available for them
A service provided by an IT service provider made up of a combination of IT - people and processes.
To provide best practice guidance to all types of organizations.
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to

37. What is Change?
A set of best practice publications for IT service management
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.
Addition - modification - removal of anything that could have an effect on IT services
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.)

38. What is the scope of the Knowledge Management process?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Lifecycle wide process and relevant to all lifecycles
The system used to collect and manage Config Items (CI's)
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.

39. What should Major Problem Review focus on?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- Manage access - Respond to requests for granting access - Oversee access
A function that reflects the part of business process that is critical to success of business

40. What are the objectives of IT Operations Management?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

41. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

42. What are KPI's?
Service Asset and Configuration Management
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)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

43. What are the Service Operation Functions??
A formal proposal for major changes that involve high cost - risk or org. impact.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Service Desk - Technical management - IT Operation Management - Application Management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

44. BIA
ensuer goals of service design stage are met with single point of coordination within this stage
Business Impact Analysis
Functional requirements - SLAs - benefits and design constraints
- 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

45. What is a Process?
A set of activities to accomplish an objective.
Align new/changed services with business requirements - Maximize value to the business operations
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)
- Vendor neutral - Non prescriptive - Best practice

46. What is the scope of the seven steps to improvement?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
This is where the customer sees the actual value of the 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

47. Describe the Service Catalogue Management process.
Ownership regardless of escalation remains with the service desk
The implementation and management of IT services that meet the needs of the business.
Business Continuity Plan
To provide and maintain a single source of info on all operational and ready to be introduced services

48. What are the objectives of the service desk??
1) Customer Perception 2) Customer Preference 3) Business Outcomes
It comes from providing context to data - Who? - What? - When? - Where?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Fit for purpose-the functionality of a product or service to meet a particular need.

49. A capability is an _________________
To quantify the impact to the business that loss of service would have
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
intangible asset
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

50. CSF
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Internal Service Provider - Shared Service Unit - External Service Provider
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Critical Success Factor