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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 are the objectives of Event Management?
Fit for purpose-the functionality of a product or service to meet a particular need.
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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

2. What is the purpose of Service Transition?
- Capability constraints - Resource constraints - Utility constraints - And more...
Service Knowledge Management System
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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

3. What processes are related to of Service Operation??
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
Incidents never become problems. They co-exist
It comes from providing context to data - Who? - What? - When? - Where?

4. What are the objectives of the Service Design phase?
A function that reflects the part of business process that is critical to success of business
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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
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...

5. VBF
Business Continuity Plan
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Vital Business Function

6. What is a Process?
Share perspectives - ideas - experience & info to enable informed decisions
This is where the customer sees the actual value of the services
To provide and maintain a single source of info on all operational and ready to be introduced services
A structured set of activities designed to accomplish a specific objective.

7. What is a Business Case?
Ownership regardless of escalation remains with the service desk
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)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
The basis for value creation including both resources and capabilities

8. How do you escalate an incident?
- 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
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)
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model

9. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Problem that has a documented root cause and workaround
Business Continuity Plan

10. A capability is an _________________
intangible asset
Critical Success Factor
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
It covers: - design - implementation - measurement -management -improvement of service and component availability

11. What is Utilitiy?

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12. What is an Alert?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Preferences 2) Past experiences 3) Communications
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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

13. What are the objectives of the Change Management Process?

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14. What is the purpose of Business Relationship Management??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A set of discrete facts
A group of people - tools and resources used to carry out a process activity.
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

15. What is the Process Practitioner's responsibility?
Executing the policies in information security management
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Carry out one or more process activities

16. What is an Outcome?
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.
Problem that has a documented root cause and workaround
- 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
The result of an activity following a process or the delivery of a service.

17. What is Warranty?
Everyone except for Type III service providers (third parties)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

18. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
Key Performance Indicator
A service asset that needs to be managed to deliver a service
Service Desk - Technical management - IT Operation Management - Application Management

19. What is the scope of the Service Asset & Config Management (SACM) process?
A service asset that needs to be managed to deliver a service
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Includes management of the component lifecycle of every CI (config item)
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

20. CMS
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Vital Business Function
Configuration Management System
Used to store and manage knowledge - info and data.

21. What is an incident?
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
Configuration Management Database
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
The system used to collect and manage Config Items (CI's)

22. Describe the IT Service Continuity Management process.
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.
This is where the customer sees the actual value of the services
The process that supports the Business Continuity Management process by managing risks that could affect services.

23. What are the objectives of Service Operation?
- 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
Align new/changed services with business requirements - Maximize value to the business operations
- 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
Provide overall planning for service transition and coordinate resources required for it

24. What is a Service Catalogue?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.

25. It's part of the SKMS (service knowledge management system)
Single Point Of Contact
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.
Speeds up resolution - Concern of data quality
The process that supports the Business Continuity Management process by managing risks that could affect services.

26. What influences the expected service?
Addition - modification - removal of anything that could have an effect on IT services
Services that are no longer available.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
1) Preferences 2) Past experiences 3) Communications

27. What is a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
Makes use of knowledge to create value through well-informed decisions
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

28. What are the five Service Operation processes?
The level to which the service meets a customer's expectation.
Application support
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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

29. What is Emergency Change Advisory Board (ECAB)?
By enhancing the performance of tasks and reducing the effect of constraints.
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
All services under development - growth and Outlook.
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.

30. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Access - Identity - Rights - Service or Service Groups - Directory 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.
ensuer goals of service design stage are met with single point of coordination within this stage

31. What two processes is Problem Management made up of?
Share perspectives - ideas - experience & info to enable informed decisions
The process in which goals and objectives of service design stage are met
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)
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

32. What is the scope of the Transition Planning & Support process?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Ownership regardless of escalation remains with the service desk

33. What is Change Advisory Board (CAB)?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
Key Performance Indicator

34. What is the relationship between Incidents and Problems?
Incidents never become problems. They co-exist
The process in which goals and objectives of service design stage are met
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

35. What are the Incident Management activities??
Tp provide the right for users to be able to use a service or group of services
Makes use of knowledge to create value through well-informed decisions
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 -
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

36. What is a Service Portfolio?
Definitive Media Library
A group of people - tools and resources used to carry out a process activity.
Similar to incident model - For problems that have an expensive solution
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.

37. What is Service Assets?
Share perspectives - ideas - experience & info to enable informed decisions
It defines performance and the alignment of IT services with the business.
The basis for value creation including both resources and capabilities
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

38. What are the three types of services?
The underlying cause of one or more failures
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

39. SACM
The process to ensure that the level of availability in services needs agrees with the required needs
Service Asset and Configuration Management
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Strategic - Tactical - Operational - Commodity

40. What are two kinds of IT Services?
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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.)

41. How do you categorize an incident?
The process to ensure that the level of availability in services needs agrees with the required needs
- 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
Keep it simple - Use multi-level categorization - Use categorization for reporting
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

42. Facilities Management
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
After closure and it is linked to major incident review

43. SLA
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
Service Level Agreement
Single Point Of Contact

44. What is the scope of the Service Level Management process?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

45. BCP
Emergency Change Advisory Board
Inputs - Outputs - Activities - Measurements - Roles
Business Continuity Plan
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

46. What are the Change Types?
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
- 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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

47. What is Data?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
A set of discrete facts
- Capability constraints - Resource constraints - Utility constraints - And more...

48. What are two levels of availability?
Any event which disrupts - or which could disrupt - a service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Responsible - Accountable - Consult - Inform

49. KEDB
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.
Known Error Database
Service Level Management
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

50. What is the Service Level Agreement?
IT Service Management
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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.
Vital Business Function