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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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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. CAM
Change Advisory Board
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

2. What is Vital Business Functions?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A function that reflects the part of business process that is critical to success of business
Keep it simple - Use multi-level categorization - Use categorization for reporting
To be accountable for the operational management of the process.

3. What is a Role?
1) Preferences 2) Past experiences 3) Communications
The services themselves - Service management processes - Technology (management of infrastructure) - People
Set of responsibilities - activities and authorities granted to a person or a team.
A set of responsibilities defined in a process and assigned to a person or team.

4. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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
1) Core Publications 2) Complimentary Guidance
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

5. What are the supplier categories??
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To provide and maintain a single source of info on all operational and ready to be introduced services
Strategic - Tactical - Operational - Commodity
A role is defined in a process or function.

6. What is the scope of the Knowledge Management process?
Lifecycle wide process and relevant to all lifecycles
Problem that has a documented root cause and workaround
A role is defined in a process or function.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

7. What are Retired Services?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It can identify weaknesses or areas of improvements.
Services that are no longer available.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

8. What is the purpose of the Release & Deployment Management process?
The ability to detect events - make sense of them and determine right control action
It can identify weaknesses or areas of improvements.
Configuration Item
To plan - schedule & control the build - test & deployment of releases

9. What is the Business Value of Service Design?
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
Action taken to recover after a failed change or release.
1) Quality Service 2) Cost-effective Services
Operation Level Agreement

10. What is the purpose of Incident Management?
To provide best practice guidance to all types of organizations.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Agreement between an IT service provider and another part of same organization that assists with service provision

11. What are the components of IT Operations Management?
The result of an activity following a process or the delivery of a service.
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
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

12. When is the Service Design Package created or edited?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Value of Investment
- New service - Major change to service - Removal of service - Changes to the SDP itself
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

13. What are the components of the ITIL framework?
Includes management of the component lifecycle of every CI (config item)
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
1) Core Publications 2) Complimentary Guidance
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

14. Why do organizations use ITIL?
The process that obtains value for money from suppliers.
All services under development - growth and Outlook.
- Vendor neutral - Non prescriptive - Best practice
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.

15. What is the purpose of Service Operation?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support

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

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17. What is the Service Design phase?
1) Preferences 2) Past experiences 3) Communications
The phase that turns service strategy into a plan for delivering the business outcomes.
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.
Value of Investment

18. Who owns an incident?
Ownership regardless of escalation remains with the service desk
Known Error Database
- 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
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu

19. 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
Value of Investment
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

20. SCMIS
Pattern of Business Activity (PBA)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Information Technology Infrastructure Library
Supplier and Contract Management Information System

21. What are the Service Operation Functions??
Service Desk - Technical management - IT Operation Management - Application Management
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Lifecycle wide process and relevant to all lifecycles

22. When do you conduct a major problem review?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
After closure and it is linked to major incident review
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
The level to which the service meets a customer's expectation.

23. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
Is responsible for managing applications through their lifecycle
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.
It can identify weaknesses or areas of improvements.

24. What is Warranty?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Business Continuity Management
1) Quality Service 2) Cost-effective Services
To control lifecycle of all changes to be made with minimal disruption to services

25. What is a major incident?
Internal Service Provider - Shared Service Unit - External Service Provider
The process that supports the Business Continuity Management process by managing risks that could affect services.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

26. What are the two primary elements of value?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
1) Utility 2) Warranty
- Release & Deployment - Transition Planning & Support
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

27. How do you categorize an incident?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
To be accountable for the operational management of the process.
Keep it simple - Use multi-level categorization - Use categorization for reporting

28. What are two kinds of IT Services?
Makes use of knowledge to create value through well-informed decisions
Improve quality of decision making - Enable Service Provider to me more efficient and improve quality - reduce cost - increase satisfaction - Ensure staff have a clear understanding of value - Maintain Service Knowledge Management System (SKMS) - Gat
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
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.)

29. What is the purpose of Change Management?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To control lifecycle of all changes to be made with minimal disruption to services
Services that are no longer available.

30. What is the purpose of the even steps to improvement?
Definitive Media Library
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

31. Who should the Information Security Policy be communicated to?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Everyone except for Type III service providers (third parties)
- 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

32. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Governs the org's approach to Information Security Management

33. Describe the Supplier Management process.
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
Up to each org to decide which service requests it will handle
The process that obtains value for money from suppliers.
A set of responsibilities defined in a process and assigned to a person or team.

34. What is a Function?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
A group of people and the tools they use to perform one or more processes or activities.
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...
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

35. What are the objectives of Request Fulfillment?
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
- 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

36. What is a basline measurement?
A customer requirement for an aspect of an IT service
Pattern of Business Activity
Is responsible for managing applications through their lifecycle
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

37. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
To quantify the impact to the business that loss of service would have
Agreement between an IT service provider and another part of same organization that assists with service provision

38. What is a Service Pipeline?
All services under development - growth and Outlook.
Change Advisory Board
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A service asset that needs to be managed to deliver a service

39. Volume/Phase 4: Service Operation - What is it?
The underlying cause of one or more failures
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
To provide a balanced view of overall service

40. What processes are related to of Service Operation??
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Business Impact Analysis
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Incident management - Problem management - Event management - Request Fulfillment - Access Management

41. SLA
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.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Service Level Agreement
1) Core Publications 2) Complimentary Guidance

42. What is the definition of Service Improvement Plan?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
IT Service Management

43. Internal Service Provider
It covers: - design - implementation - measurement -management -improvement of service and component availability
A service provider which functions within the business units they server.
- Budgeting - Accounting - Charging (Billing)
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

44. What are the objectives of Availability 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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Tangible assets
A service provider which functions within the business units they server.

45. What are the two types of customers?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Access - Identity - Rights - Service or Service Groups - Directory Services
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider

46. What are examples of Config Items?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Assets such as server licenses and software licenses.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

47. What is availability?
Includes management of the component lifecycle of every CI (config item)
Fit for Purpose - The functionality of a product or service from a customer's perspective.
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
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.

48. What are the three types of services?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

49. What does a Service Strategy define??
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
- 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
To provide a single source of information on all operational and ready for production services.

50. What two processes is Problem Management made up of?
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)
After closure and it is linked to major incident review
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
A function that reflects the part of business process that is critical to success of business