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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 a Role?
A set of responsibilities defined in a process and assigned to a person or team.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

2. What is the business value of Service Operation?
The implementation and management of IT services that meet the needs of the business.
Service Level Agreement
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
This is where the customer sees the actual value of the services

3. Volume/Phase 3: Service Transition - What is it?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Configuration Management Database
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
Service Asset and Configuration Management

4. What is the business value of Service Transition?
Access - Identity - Rights - Service or Service Groups - Directory Services
Align new/changed services with business requirements - Maximize value to the business operations
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
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

5. Describe the Information Security Management process.
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.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers

6. What are the three Service Design Agreements?

7. What are Change Management Activities?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Tangible assets
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.

8. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Align new/changed services with business requirements - Maximize value to the business operations
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
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

9. What do Change Models have?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A group of people - tools and resources used to carry out a process activity.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

10. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Provide overall planning for service transition and coordinate resources required for it
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
Configuration Management Database

11. What is governance and what does it do?

12. What are Retired Services?
- Manage access - Respond to requests for granting access - Oversee access
Services that are no longer available.
Responsible - Accountable - Consult - Inform
Change Advisory Board

13. Technical and Application Management are involved in ___________________

14. PBA
Executing the policies in information security management
Carry out one or more process activities
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Pattern of Business Activity

15. What are the basic concepts of Access Management?
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)
Access - Identity - Rights - Service or Service Groups - Directory Services
Functional requirements - SLAs - benefits and design constraints
A service provided by an IT service provider made up of a combination of IT - people and processes.

16. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
Service Asset and Configuration Management
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. Internal - works for same business as service provider 2. External - works for a business other than the service provider

17. When is the Service Design Package created or edited?
By enhancing the performance of tasks and reducing the effect of constraints.
Similar to incident model - For problems that have an expensive solution
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- New service - Major change to service - Removal of service - Changes to the SDP itself

18. What are the five stages of the Service Lifecycle?
- 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
Assets such as server licenses and software licenses.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Makes use of knowledge to create value through well-informed decisions

19. What is the purpose of Service Portfolio Management?
A service provider which functions within the business units they server.
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

20. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
- 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
Similar to incident model - For problems that have an expensive solution

21. What are the objectives of Problem Management?
A set of discrete facts
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

22. CMDB
Tp provide the right for users to be able to use a service or group of services
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Configuration Management Database

23. What are the objectives of the Transition Planning & Support process?
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)
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
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...

24. Detail the Process Owner's responsibilities
- 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
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Release & Deployment - Transition Planning & Support

25. CAB
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
Change Advisory Board
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

26. What does a process do?
It takes inputs and turn them into outputs.
Addition - modification - removal of anything that could have an effect on IT services
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
It can identify weaknesses or areas of improvements.

27. Where is a role defined?
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) 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
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A role is defined in a process or function.

28. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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
Service Asset and Configuration Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

29. What is the scope of Service Operation??
The services themselves - Service management processes - Technology (management of infrastructure) - People
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
1) Core Publications 2) Complimentary Guidance
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

30. What are the objectives of Continual Service Improvement??
The basis for value creation including both resources and capabilities
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
Action taken to recover after a failed change or release.
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

31. Describe the Service Catalogue Management process.
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To provide and maintain a single source of info on all operational and ready to be introduced services
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

32. What are the two primary elements of value?
1) Utility 2) Warranty
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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.

33. DIKW
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Data - Information - Knowledge - Wisdom
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
- Release & Deployment - Transition Planning & Support

34. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
- Change Management - Service Asset & Config Management - Knowledge Management
Definitive Media Library
- 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

35. Resources are _____
A structured set of activities designed to accomplish a specific objective.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Set of responsibilities - activities and authorities granted to a person or a team.
Tangible assets

36. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Emergency Change Advisory Board
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)

37. What is a Service Portfolio?
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
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
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.

38. Describe the Design Coordination process.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The process in which goals and objectives of service design stage are met
A customer requirement for an aspect of an IT service
A service provider which functions within the business units they server.

39. VOI
A structured set of activities designed to accomplish a specific objective.
Value of Investment
The system used to collect and manage Config Items (CI's)
Used to store and manage knowledge - info and data.

40. What are the five aspects of Service Design?
Configuration Management Database
To plan - schedule & control the build - test & deployment of releases
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Vital Business Function

41. What is Utilitiy?

42. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
- Budgeting - Accounting - Charging (Billing)
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

43. What is the purpose of Event Management?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The ability to detect events - make sense of them and determine right control action

44. A workload profile is also referred to as?
Known Error Database
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Pattern of Business Activity (PBA)
A set of activities to accomplish an objective.

45. What is a Process?
A structured set of activities designed to accomplish a specific objective.
To provide a balanced view of overall service
ensuer goals of service design stage are met with single point of coordination within this stage
Information Technology Infrastructure Library

46. What is the configuration baseline?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Configuration Item
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.
intangible asset

47. SLM
Service Level Management
Is responsible for managing applications through their lifecycle
Information Communication Technology
Keep it simple - Use multi-level categorization - Use categorization for reporting

48. What is the purpose of Change Management?
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 -
To control lifecycle of all changes to be made with minimal disruption to services
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

49. What is a Resource?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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

50. What are the objectives of Event Management?
Agreement between an IT service provider and another part of same organization that assists with service provision
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Speeds up resolution - Concern of data quality
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