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ITIL

Subjects : certifications, itil, it-skills

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Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the scope of the Service Design phase?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Problem that has a documented root cause and workaround
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

2. What is the scope of Service Operation??
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Known Error Database
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
The services themselves - Service management processes - Technology (management of infrastructure) - People

3. What are the objectives of Request Fulfillment?
A service asset that needs to be managed to deliver a service
Emergency Change Advisory Board
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- 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

4. What is the scope of the Service Level Management process?
Change Advisory Board
A set of best practice publications for IT service management
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A group of people - tools and resources used to carry out a process activity.

5. What does a process do?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It takes inputs and turn them into outputs.
Design - testing - improvements of CI's

6. KEDB
It can improve utility and warranty of services incresing value.
Known Error Database
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

7. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
It defines performance and the alignment of IT services with the business.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

8. What is a Process?
A role is defined in a process or function.
Similar to incident model - For problems that have an expensive solution
A set of activities to accomplish an objective.
By enhancing the performance of tasks and reducing the effect of constraints.

9. ECAB
Emergency Change Advisory Board
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
To provide a balanced view of overall service
Service Knowledge Management System

10. Who owns an incident?
Ownership regardless of escalation remains with the service desk
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Vendor neutral - Non prescriptive - Best practice
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

11. What is the purpose of ITIL Core Publications?
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
To provide best practice guidance to all types of organizations.

12. What processes are related to of Service Operation??
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Emergency Change Advisory Board
A role is defined in a process or function.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

13. What is the CSI approach?

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14. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
It takes inputs and turn them into outputs.
The implementation and management of IT services that meet the needs of the business.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

15. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
Business Continuity Management
1) Utility 2) Warranty
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

16. 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.
All services under development - growth and Outlook.
To provide and maintain a single source of info on all operational and ready to be introduced services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

17. What is the content of a Business Case?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Similar to incident model - For problems that have an expensive solution

18. How can the impact of risk be measured?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Qualitative and Quantitative
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

19. PBA
Pattern of Business Activity
Includes the processes - systems & functions to package - build - test and deploy a release in live use
To provide best practice guidance to all types of organizations.
Key Performance Indicator

20. What are the objectives of Service Operation?
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 -
- 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
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
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.

21. What does a Service Strategy define??
Fit for purpose-the functionality of a product or service to meet a particular need.
- Capability constraints - Resource constraints - Utility constraints - And more...
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

22. What are the objectives of the Service Design phase?
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

23. What are the objectives of IT Operations Management?
Up to each org to decide which service requests it will handle
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

24. What are two availability management activities?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Share perspectives - ideas - experience & info to enable informed decisions
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

25. What communication is part of Service Operation?
Ownership regardless of escalation remains with the service desk
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
A role is defined in a process or function.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

26. What is a Resource?
- Budgeting - Accounting - Charging (Billing)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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...
To plan - schedule & control the build - test & deployment of releases

27. What processes interfaces with Problem Management?
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
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
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

28. What are two levels of availability?
Define steps required to restore business process following disruption
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A function that reflects the part of business process that is critical to success of business

29. What is Vital Business Functions?
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
All services under development - growth and Outlook.
A function that reflects the part of business process that is critical to success of business

30. What are the two views of the Service Catalogue?
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)
Up to each org to decide which service requests it will handle
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
To be accountable for the operational management of the process.

31. Why is automation of technology and architecture beneficial?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A formal proposal for major changes that involve high cost - risk or org. impact.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
It can improve utility and warranty of services incresing value.

32. What cycles are associated with budgeting - accounting - charging?
A customer requirement for an aspect of an IT service
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

33. What is a known error?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Problem that has a documented root cause and workaround
Emergency Change Advisory Board

34. What is the configuration baseline?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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.
Definitive Media Library
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

35. Describe the Information Security Management process.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1. Business Service Catalogue 2. Technical Service Catalogue.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.

36. What is the scope of change?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
It defines performance and the alignment of IT services with the business.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
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)

37. What is a Problem Model??
The process that supports the Business Continuity Management process by managing risks that could affect services.
Similar to incident model - For problems that have an expensive solution
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
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.

38. What is the scope of the Knowledge Management process?
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
Lifecycle wide process and relevant to all lifecycles
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Value of Investment

39. Shared Services Unit
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
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.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Pattern of Business Activity (PBA)

40. What is the scope of Access Management?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Includes the processes - systems & functions to package - build - test and deploy a release in live use
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.
Executing the policies in information security management

41. What are the objectives of the Capacity Management process?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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

42. What is the scope of Request Fulfillment?
The level to which the service meets a customer's expectation.
Align new/changed services with business requirements - Maximize value to the business operations
A formal proposal for a change
Up to each org to decide which service requests it will handle

43. What is the purpose of Service Strategy?

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44. What is a Capability?
Align new/changed services with business requirements - Maximize value to the business operations
A role is defined in a process or function.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Responsible - Accountable - Consult - Inform

45. What is an incident?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
- New service - Major change to service - Removal of service - Changes to the SDP itself
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
A formal proposal for a change

46. What is Data?
The system used to collect and manage Config Items (CI's)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A set of discrete facts
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 -

47. What is the Information Security Policy?

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48. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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 types of metrics are there and what are they??

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50. What are the ITSCM process activities??
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To control lifecycle of all changes to be made with minimal disruption to services
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

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