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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 scope of the Service Asset & Config Management (SACM) process?
Includes management of the component lifecycle of every CI (config item)
Services that provide customer with wanted business outcomes.
A group of people - tools and resources used to carry out a process activity.
- 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

2. What is the Service Owner's responsibility?
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.
Is a request from a user for info - advice - standard change - or access to an IT service
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Accountable for the delivery of a specific service.

3. What is the purpose of the Design Coordination process?
Set of responsibilities - activities and authorities granted to a person or a team.
ensuer goals of service design stage are met with single point of coordination within this stage
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

4. SLA
Service Level Agreement
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Used to store and manage knowledge - info and data.
This is where the customer sees the actual value of the services

5. What are the two types of customers?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Provide overall planning for service transition and coordinate resources required for it
It defines performance and the alignment of IT services with the business.
- Change Management - Service Asset & Config Management - Knowledge Management

6. What are the objectives of Request Fulfillment?
1. Business Service Catalogue 2. Technical Service Catalogue.
- 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
Responsible - Accountable - Consult - Inform
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

7. What does a Release Policy include?
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.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Used to store and manage knowledge - info and data.

8. What is the UC?
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.
Provide overall planning for service transition and coordinate resources required for it
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
- Capability constraints - Resource constraints - Utility constraints - And more...

9. What are the supplier categories??
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)
Strategic - Tactical - Operational - Commodity
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

10. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
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.
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
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

11. What Service Transition processes primarily support the Service Transition phase?
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.
- Release & Deployment - Transition Planning & Support
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
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

12. What is Request for Change (RFC)?
A formal proposal for a change
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
Change Advisory Board
- 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

13. What is the purpose of the supplier management process?
A service asset that needs to be managed to deliver a service
intangible asset
1) Quality Service 2) Cost-effective Services
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

14. When do you conduct a major problem review?
After closure and it is linked to major incident review
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

15. What is the Service Knowledge Management System (SKMS)?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Used to store and manage knowledge - info and data.
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 -

16. What is a Business Continuity Plan?
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
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.
Define steps required to restore business process following disruption
The system used to collect and manage Config Items (CI's)

17. What is the Service Design phase?
1) Utility 2) Warranty
The phase that turns service strategy into a plan for delivering the business outcomes.
Access - Identity - Rights - Service or Service Groups - Directory Services
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

18. What is a Service Request?
A set of best practice publications for IT service management
- Manage access - Respond to requests for granting access - Oversee access
Is a request from a user for info - advice - standard change - or access to an IT service
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

19. What is the Definitive Media Library?

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20. BCP
Is a notification that a threshold has been reached - something has changed - or a failure has occured
A service provided by an IT service provider made up of a combination of IT - people and processes.
Business Continuity Plan
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.

21. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

22. SACM
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
A set of activities to accomplish an objective.
Service Asset and Configuration Management

23. Resources are _____
To quantify the impact to the business that loss of service would have
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
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...
Tangible assets

24. What are the objectives of the seven steps to improvement?
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) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The process that obtains value for money from suppliers.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

25. What is the scope of change?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

26. What is the scope of Service Operation??
Services that are no longer available.
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
The services themselves - Service management processes - Technology (management of infrastructure) - People
Addition - modification - removal of anything that could have an effect on IT services

27. What are examples of Config Items?
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
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.)
Assets such as server licenses and software licenses.

28. Why is automation of technology and architecture beneficial?
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
- 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
Change Advisory Board
It can improve utility and warranty of services incresing value.

29. How do services facilitate outcomes?
- Budgeting - Accounting - Charging (Billing)
By enhancing the performance of tasks and reducing the effect of constraints.
The result of an activity following a process or the delivery of a service.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

30. What are the seven steps to improvement?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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

31. What processes interfaces with Problem Management?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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

32. What are the Service Operation Functions??
Incidents never become problems. They co-exist
A function that reflects the part of business process that is critical to success of business
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Service Desk - Technical management - IT Operation Management - Application Management

33. What is the purpose of Incident Management?
To provide a single source of information on all operational and ready for production services.
By enhancing the performance of tasks and reducing the effect of constraints.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

34. Shared Services Unit
Service Level Management
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Service Level Agreement
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.

35. What is Change Advisory Board (CAB)?
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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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

36. What does the service desk do??
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The process in which goals and objectives of service design stage are met
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

37. What are the objectives of IT Operations Management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A formal proposal for major changes that involve high cost - risk or org. impact.

38. UC
All services under development - growth and Outlook.
Underpinning Contract
Action taken to recover after a failed change or release.
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.

39. How is the Service Design Package used?
Ownership regardless of escalation remains with the service desk
The implementation and management of IT services that meet the needs of the business.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

40. Detail the Process Manager's responsibilities
Request for Change
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

41. Define Patterns of Business Activity (PBA)?
Business Continuity Plan
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

42. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
After closure and it is linked to major incident review
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Capability constraints - Resource constraints - Utility constraints - And more...
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

43. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
1) Core Publications 2) Complimentary Guidance
The services themselves - Service management processes - Technology (management of infrastructure) - People
Service Asset and Configuration Management

44. What is Utilitiy?

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45. TCO
Total Cost of Ownership
Inputs - Outputs - Activities - Measurements - Roles
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Change Management - Service Asset & Config Management - Knowledge Management

46. What is the scope of Service Transition?
The basis for value creation including both resources and capabilities
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
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

47. What is an Event?
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 can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

48. What is the Configuration Management System (CMS)?

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49. What are the objectives of the service desk??
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
The ability to detect events - make sense of them and determine right control action

50. What is Utility?
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...
- Manage access - Respond to requests for granting access - Oversee access
Fit for purpose-the functionality of a product or service to meet a particular need.
Includes the processes - systems & functions to package - build - test and deploy a release in live use