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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 Snapshot?
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.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
The process that supports the Business Continuity Management process by managing risks that could affect services.
Is a notification that a threshold has been reached - something has changed - or a failure has occured

2. Volume/Phase 3: Service Transition - What is it?
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

3. What is the scope of Incident Management?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Any event which disrupts - or which could disrupt - a service
- 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

4. What is the purpose of Application Management?
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.
Is responsible for managing applications through their lifecycle
Tangible assets
The underlying cause of one or more failures

5. What Service Transition processes primarily support the Service Transition phase?
The basis for value creation including both resources and capabilities
Definitive Media Library
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
- Release & Deployment - Transition Planning & Support

6. What is a Business Continuity Plan?
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)
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
Define steps required to restore business process following disruption
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

7. What is the purpose of IT Operations Management?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

8. CMS
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Configuration Management System
A set of discrete facts
The process that obtains value for money from suppliers.

9. What is a Service Portfolio?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Action taken to recover after a failed change or release.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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.

10. Facilities Management
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
All services under development - growth and Outlook.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

11. What communication is part of Service Operation?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The ability to detect events - make sense of them and determine right control action
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

12. Describe the Service Level Management process.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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

13. RFC
Service Desk - Technical management - IT Operation Management - Application Management
- Change Management - Service Asset & Config Management - Knowledge Management
Request for Change
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

14. What is a Function?
- Manage access - Respond to requests for granting access - Oversee access
Change Advisory Board
To provide a balanced view of overall service
A group of people - tools and resources used to carry out a process activity.

15. External Service Provider
Vital Business Function
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

16. What are the objectives of the Knowledge Management process??
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
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
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
Information Communication Technology

17. What does a Service Strategy define??
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A customer requirement for an aspect of an IT service
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

18. What is Data?
To provide best practice guidance to all types of organizations.
Vital Business Function
A set of discrete facts
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.

19. What is Change?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Addition - modification - removal of anything that could have an effect on IT services
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

20. What is the scope of the seven steps to improvement?
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.
The process in which goals and objectives of service design stage are met
- 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
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

21. What is the business value of Service Operation?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
This is where the customer sees the actual value of the services
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
Is a request from a user for info - advice - standard change - or access to an IT service

22. What is the purpose of Service Portfolio Management?
- 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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

23. What are the ISM concepts?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

24. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Operation Level Agreement

25. CSI
Continual Service Improvement
Assets such as server licenses and software licenses.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Core Publications 2) Complimentary Guidance

26. What are the three Service Design Agreements?

27. What are the Service Strategy processes and functions?
Pattern of Business Activity (PBA)
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
1) Utility 2) Warranty

28. What are the objectives of the Transition Planning & Support process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Internal Service Provider - Shared Service Unit - External Service Provider
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...
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 -

29. What is the role of technical management?
A set of responsibilities defined in a process and assigned to a person or team.
The process that supports the Business Continuity Management process by managing risks that could affect services.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- 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

30. What is the scope of Availability Management process?
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
Problem that has a documented root cause and workaround
- 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
It covers: - design - implementation - measurement -management -improvement of service and component availability

31. ITSM
Align new/changed services with business requirements - Maximize value to the business operations
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
IT Service Management
All services under development - growth and Outlook.

32. What should an incident model include??
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
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.

33. What are the objectives of Incident Management?
- 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 service asset that needs to be managed to deliver a service
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- 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

34. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Configuration Item
Governs the org's approach to Information Security Management

35. CSF
Critical Success Factor
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
To quantify the impact to the business that loss of service would have
Inputs - Outputs - Activities - Measurements - Roles

36. What is the purpose of the Information Security Management (ISM) process?

37. What is the scope of Continual Service Improvement??
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
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
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
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

38. What are the two primary elements of value?
Speeds up resolution - Concern of data quality
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Utility 2) Warranty
Similar to incident model - For problems that have an expensive solution

39. What are some Service Level Management Activities?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
Addition - modification - removal of anything that could have an effect on IT services
- Release & Deployment - Transition Planning & Support

40. How is the Service Design Package used?
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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

41. What is the CSI register?
Pattern of Business Activity (PBA)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Inputs - Outputs - Activities - Measurements - Roles

42. Define Patterns of Business Activity (PBA)?
Critical Success Factor
It covers: - design - implementation - measurement -management -improvement of service and component availability
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

43. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A set of responsibilities defined in a process and assigned to a person or team.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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

44. What are the basic concepts of Access Management?
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Access - Identity - Rights - Service or Service Groups - Directory Services

45. What is an Outcome?
Everyone except for Type III service providers (third parties)
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Carry out one or more process activities
The result of an activity following a process or the delivery of a service.

46. What are the objectives of the service desk??
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- 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
A set of best practice publications for IT service management
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

47. Describe the IT Service Continuity Management process.
Business Continuity Management
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Release & Deployment - Transition Planning & Support
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

48. A workload profile is also referred to as?
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Pattern of Business Activity (PBA)
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 -

49. What are the objectives of Access Management?
Supplier and Contract Management Information System
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
- Manage access - Respond to requests for granting access - Oversee access

50. What are the Capacity Sun- Processes?
A function that reflects the part of business process that is critical to success of business
Return on Investment
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)
Service Level Agreement