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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. SACM
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)
Service Asset and Configuration Management
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.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

2. What is the Service Design Package?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Executing the policies in information security 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

3. KPI
The process in which goals and objectives of service design stage are met
Key Performance Indicator
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Configuration Management Database

4. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
The implementation and management of IT services that meet the needs of the business.
Data - Information - Knowledge - Wisdom
Is a notification that a threshold has been reached - something has changed - or a failure has occured

5. What processes are related to of Service Operation??
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
- Capability constraints - Resource constraints - Utility constraints - And more...

6. What are the objectives of the Transition Planning & Support process?
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...
The basis for value creation including both resources and capabilities
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

7. What are the two primary elements of value?
Services that provide customer with wanted business outcomes.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Continual Service Improvement
1) Utility 2) Warranty

8. What is the purpose of the supplier management process?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
1) Utility 2) Warranty
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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

9. What is the definition of Service Level Requirements?
Pattern of Business Activity
A customer requirement for an aspect of an IT service
- New service - Major change to service - Removal of service - Changes to the SDP itself
Configuration Management System

10. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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
A role is defined in a process or function.
Configuration Item

11. ECAB
Pattern of Business Activity (PBA)
A group of people and the tools they use to perform one or more processes or activities.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Emergency Change Advisory Board

12. How is risk measured?
- Budgeting - Accounting - Charging (Billing)
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
Action taken to recover after a failed change or release.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

13. What processes does the Change Management process interface with?
Ownership regardless of escalation remains with the service desk
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

14. What drives service design?
Functional requirements - SLAs - benefits and design constraints
Underpinning Contract
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Critical Success Factor

15. What is the scope of the Service Level Management process?
Continual Service Improvement
1) Customer Perception 2) Customer Preference 3) Business Outcomes
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

16. What are the objectives of the Service Level Management process?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
It's he process responsible for managing the lifecycle of all service requests from users
- Release & Deployment - Transition Planning & Support
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

17. What is a Role?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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
A set of responsibilities defined in a process and assigned to a person or team.
To be accountable for the operational management of the process.

18. Resources are _____
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Underpinning Contract
The process that obtains value for money from suppliers.
Tangible assets

19. What is Knowledge?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Lifecycle wide process and relevant to all lifecycles
Total Cost of Ownership
Service Knowledge Management System

20. What does a process do?
Configuration Management Database
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 takes inputs and turn them into outputs.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

21. What is Emergency Change Advisory Board (ECAB)?
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.
It's he process responsible for managing the lifecycle of all service requests from users
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Continual Service Improvement

22. How do you escalate an incident?
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)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A group of people and the tools they use to perform one or more processes or activities.
- 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

23. What is a Service Pipeline?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A set of best practice publications for IT service management
All services under development - growth and Outlook.
Business Continuity Management

24. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Used to store and manage knowledge - info and data.

25. What is the Deming Cycle?
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
The services themselves - Service management processes - Technology (management of infrastructure) - People
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 -
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

26. When do you conduct a major problem review?
- Capability constraints - Resource constraints - Utility constraints - And more...
Return on Investment
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
After closure and it is linked to major incident review

27. What is the purpose of Application Management?
Is responsible for managing applications through their lifecycle
Qualitative and Quantitative
Supplier and Contract Management Information System
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

28. ICT
Carry out one or more process activities
Service Knowledge Management System
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Information Communication Technology

29. What is a Business Case?
To provide a balanced view of overall service
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.
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)

30. What Service Transition processes support all lifecycle phases?
Access - Identity - Rights - Service or Service Groups - Directory Services
- Change Management - Service Asset & Config Management - Knowledge Management
Data - Information - Knowledge - Wisdom
To be accountable for the operational management of the process.

31. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
Pattern of Business Activity
Includes management of the component lifecycle of every CI (config item)
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

32. What are the processes related to Service Design?
Speeds up resolution - Concern of data quality
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

33. What are the technical management groups?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

34. What is a Resource?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The ability to detect events - make sense of them and determine right control action
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

35. What is a Service?
Internal Service Provider - Shared Service Unit - External Service Provider
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
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.
Ensure assets required to deliver service are controlled and info is available for them

36. CMDB
Configuration Management Database
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Key Performance Indicator
It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO.

37. What is a Function?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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.
A group of people - tools and resources used to carry out a process activity.
It defines performance and the alignment of IT services with the business.

38. What is a Process Owner's responsibility?
- Manage access - Respond to requests for granting access - Oversee access
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.

39. What are the three types of Service Providers??
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Internal Service Provider - Shared Service Unit - External Service Provider
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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

40. What are examples of Config Items?
A set of activities to accomplish an objective.
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
Assets such as server licenses and software licenses.
1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain)

41. What is availability?
intangible asset
Service Level Agreement
1) Core Publications 2) Complimentary Guidance
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.

42. Describe the Design Coordination process.
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.
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.
Business Continuity Management
The process in which goals and objectives of service design stage are met

43. What are the five Service Operation processes?
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
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Application support

44. What are the objectives of Application Management?

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45. Where is a role defined?
A set of best practice publications for IT service management
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
A role is defined in a process or function.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

46. SCMIS
Supplier and Contract Management Information System
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Services that are no longer available.
Service Knowledge Management System

47. What is the scope of Service Operation??
Lifecycle wide process and relevant to all lifecycles
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
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
The services themselves - Service management processes - Technology (management of infrastructure) - People

48. What is the role of technical management?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
1) Utility 2) Warranty
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
- 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

49. What are the objectives of Problem Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

50. What levels are baselines established at?

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