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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 Service Design phase?
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
The phase that turns service strategy into a plan for delivering the business outcomes.
Set of responsibilities - activities and authorities granted to a person or a team.
A set of best practice publications for IT service management

2. What are the Service Operation Functions??
Executing the policies in information security management
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Configuration Management System
Service Desk - Technical management - IT Operation Management - Application Management

3. What is the purpose of Service Operation?
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

4. What topics are covered in Service Strategy?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Is responsible for managing applications through their lifecycle
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

5. What are Change Management Activities?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
It takes inputs and turn them into outputs.
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

6. What is the scope of Service Operation??
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
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
Request for Change
The services themselves - Service management processes - Technology (management of infrastructure) - People

7. SCMIS
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
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
A role is defined in a process or function.
Supplier and Contract Management Information System

8. What is the scope of Incident Management?
Provide overall planning for service transition and coordinate resources required for it
The basis for value creation including both resources and capabilities
Any event which disrupts - or which could disrupt - a service
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

9. KEDB
Known Error Database
Used to store and manage knowledge - info and data.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

10. What is Change Advisory Board (CAB)?
Functional requirements - SLAs - benefits and design constraints
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

11. What are the objectives of Access Management?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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.
- Manage access - Respond to requests for granting access - Oversee access
To be accountable for the operational management of the process.

12. What is the Snapshot?
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
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 - 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 -
The phase that turns service strategy into a plan for delivering the business outcomes.

13. What are the three Service Design Agreements?

14. What are the objectives of Incident Management?
- 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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
It's he process responsible for managing the lifecycle of all service requests from users
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

15. What is availability?
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 -
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.
All services under development - growth and Outlook.
A service provider which functions within the business units they server.

16. What is the purpose of the Transition Planning & Support process?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Provide overall planning for service transition and coordinate resources required for it
Similar to incident model - For problems that have an expensive solution

17. What is the purpose of Service Portfolio Management?
Service Desk - Technical management - IT Operation Management - Application Management
A set of discrete facts
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

18. Technical and Application Management are involved in ___________________

19. What are the objectives of the Transition Planning & Support process?
Is responsible for managing applications through their lifecycle
A formal proposal for a change
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...
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

20. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Internal Service Provider - Shared Service Unit - External Service Provider
Return on Investment
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info

21. What is the scope of the Release & Deployment Management process?
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.
After closure and it is linked to major incident review
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.

22. Volume/Phase 3: Service Transition - What is it?
The process that supports the Business Continuity Management process by managing risks that could affect services.
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!
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.
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

23. CAM
After closure and it is linked to major incident review
The result of an activity following a process or the delivery of a service.
Definitive Media Library
Change Advisory Board

24. What are examples of Config Items?
Assets such as server licenses and software licenses.
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Critical Success Factor

25. What is ITIL?
A set of best practice publications for IT service management
Is responsible for managing applications through their lifecycle
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de

26. What is the Information Security Policy?

27. What are the 4 P's in Service Design used for?
Align new/changed services with business requirements - Maximize value to the business operations
To provide a balanced view of overall service
A role is defined in a process or function.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

28. What are the Capacity Sun- Processes?
Set of responsibilities - activities and authorities granted to a person or a team.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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.
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)

29. What are two kinds of IT Services?
Functional requirements - SLAs - benefits and design constraints
Includes management of the component lifecycle of every CI (config item)
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) 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.)

30. VOI
Tangible assets
Value of Investment
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Access - Identity - Rights - Service or Service Groups - Directory Services

31. VBF
A role is defined in a process or function.
Vital Business Function
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
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.

32. What is a known error?
Problem that has a documented root cause and workaround
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Agreement between an IT service provider and another part of same organization that assists with service provision

33. Describe the Service Catalogue Management process.
Inputs - Outputs - Activities - Measurements - Roles
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
Emergency Change Advisory Board
To provide and maintain a single source of info on all operational and ready to be introduced services

34. What interfacing processes are associated with Incident Management??
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.)
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Continual Service Improvement

35. What are the two primary elements of value?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Business Continuity Plan
1) Utility 2) Warranty
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

36. What is the Definitive Media Library?

37. What is the scope of the Transition Planning & Support process?
Return on Investment
The ability to detect events - make sense of them and determine right control action
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

38. What are the objectives of Availability Management process?
The system used to collect and manage Config Items (CI's)
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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

39. Describe the IT Service Continuity Management process.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
It can improve utility and warranty of services incresing value.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The process that supports the Business Continuity Management process by managing risks that could affect services.

40. What is a Resource?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

41. DIKW
It covers: - design - implementation - measurement -management -improvement of service and component availability
1. Business Service Catalogue 2. Technical Service Catalogue.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Data - Information - Knowledge - Wisdom

42. What is the Deming Cycle?
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 -
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.
Data - Information - Knowledge - Wisdom
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

43. What is the purpose of the Design Coordination process?
Action taken to recover after a failed change or release.
Agreement between an IT service provider and another part of same organization that assists with service provision
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
ensuer goals of service design stage are met with single point of coordination within this stage

44. Who are the Key Stakeholders?
Problem that has a documented root cause and workaround
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Lifecycle wide process and relevant to all lifecycles
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

45. What is the scope of Continual Service Improvement??
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close 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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

46. What are the seven steps to improvement?
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
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 and maintain a single source of info on all operational and ready to be introduced services
Is responsible for managing applications through their lifecycle

47. ITIL
Information Technology Infrastructure Library
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Pattern of Business Activity (PBA)
Accountable for the delivery of a specific service.

48. What is the Business Value of Service Strategy?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
It defines performance and the alignment of IT services with the business.
The system used to collect and manage Config Items (CI's)
Functional requirements - SLAs - benefits and design constraints

49. How do you prioritize an incident?
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

50. CMS
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Pattern of Business Activity
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Configuration Management System