Instructions:

• Answer 50 questions in 15 minutes.
• If you are not ready to take this test, you can study here.
• Match each statement with the correct term.
• Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the Organization Level Agreement?
Definitive Media Library
Agreement between an IT service provider and another part of same organization that assists with service provision
This is where the customer sees the actual value of the services
After closure and it is linked to major incident review


2. CAM
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
All services under development - growth and Outlook.
Change Advisory Board
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


3. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
- 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


4. What is the scope of Request Fulfillment?
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
Configuration Management Database
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


5. What are the objectives of the Service Asset & Config Management (SACM) process??

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6. What is Warranty?
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


7. What is a Change Proposal?
Request for Change
To provide and maintain a single source of info on all operational and ready to be introduced services
All services under development - growth and Outlook.
A formal proposal for major changes that involve high cost - risk or org. impact.


8. What is the purpose of the Transition Planning & Support process?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Define steps required to restore business process following disruption
To be accountable for the operational management of the process.
Provide overall planning for service transition and coordinate resources required for it


9. CMS
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
It can identify weaknesses or areas of improvements.
Definitive Media Library
Configuration Management System


10. What is the purpose of Service Catalogue Management?
1) Quality Service 2) Cost-effective Services
To quantify the impact to the business that loss of service would have
To provide a single source of information on all operational and ready for production services.
Align new/changed services with business requirements - Maximize value to the business operations


11. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To provide a single source of information on all operational and ready for production services.
Ownership regardless of escalation remains with the service desk
Is responsible for managing applications through their lifecycle


12. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Total Cost of Ownership
Service Level Agreement
Is a notification that a threshold has been reached - something has changed - or a failure has occured


13. What is stored in the Service Knowledge Management System (SKMS)??

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14. VBF
Vital Business Function
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Lifecycle wide process and relevant to all lifecycles


15. What is Utilitiy?

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16. SLA
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Service Level Agreement
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


17. What is the objective of Service Strategy
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Manage access - Respond to requests for granting access - Oversee access
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


18. What are the three types of Service Providers??
To provide best practice guidance to all types of organizations.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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.
Internal Service Provider - Shared Service Unit - External Service Provider


19. What is the definition of Service Improvement Plan?
- 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
- 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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.


20. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Ensure assets required to deliver service are controlled and info is available for them
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


21. What is the business value of Service Operation?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
This is where the customer sees the actual value of the services
By enhancing the performance of tasks and reducing the effect of constraints.
- 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


22. What is the RACI matrix?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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 -
- Budgeting - Accounting - Charging (Billing)
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!


23. What are examples of Config Items?
Vital Business Function
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Assets such as server licenses and software licenses.
Set of responsibilities - activities and authorities granted to a person or a team.


24. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Access - Identity - Rights - Service or Service Groups - Directory Services
Pattern of Business Activity (PBA)
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


25. CAB
Change Advisory Board
A function that reflects the part of business process that is critical to success of business
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The system used to collect and manage Config Items (CI's)


26. It's part of the SKMS (service knowledge management system)
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.
The result of an activity following a process or the delivery of a service.
Speeds up resolution - Concern of data quality
Internal Service Provider - Shared Service Unit - External Service Provider


27. What is a Role?
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
Set of responsibilities - activities and authorities granted to a person or a team.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- 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


28. What is a benefit of a RACI matrix?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
It can identify weaknesses or areas of improvements.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Service Level Agreement


29. Describe Time Scales of Incident Management

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30. What are the the 4 P's in Service Design?
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.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


31. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Single Point Of Contact
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Service Level Management


32. Describe the Service Level Management process.
Information Communication Technology
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.
Configuration Management System
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels


33. What is the Definitive Media Library?

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34. SKMS
- Vendor neutral - Non prescriptive - Best practice
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.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Service Knowledge Management System


35. What is the scope of the Capacity Management process?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


36. OLA
Inputs - Outputs - Activities - Measurements - Roles
It can identify weaknesses or areas of improvements.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Operation Level Agreement


37. What is the purpose of Change Management?
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
To control lifecycle of all changes to be made with minimal disruption to services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Service Knowledge Management System


38. KEDB
- 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
Service Knowledge Management System
Known Error Database
Incident management - Problem management - Event management - Request Fulfillment - Access Management


39. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A role is defined in a process or function.


40. What is the purpose of Service Design??
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
It can identify weaknesses or areas of improvements.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


41. What are the ISM concepts?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Vital Business Function
Service Level Agreement


42. Where is a role defined?
A role is defined in a process or function.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.


43. What is the Process Practitioner's responsibility?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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 -
Carry out one or more process activities
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


44. What are Retired Services?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It can improve utility and warranty of services incresing value.
Services that are no longer available.
Underpinning Contract


45. How is the Service Design Package used?
A set of discrete facts
- Release & Deployment - Transition Planning & Support
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.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


46. What is a problem?
The underlying cause of one or more failures
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Access - Identity - Rights - Service or Service Groups - Directory Services
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


47. A workload profile is also referred to as?
To quantify the impact to the business that loss of service would have
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Pattern of Business Activity (PBA)
- 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


48. Describe the IT Service Continuity Management process.
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 level to which the service meets a customer's expectation.
It can improve utility and warranty of services incresing value.
The process that supports the Business Continuity Management process by managing risks that could affect services.


49. What influences the expected service?
A service provider which functions within the business units they server.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Preferences 2) Past experiences 3) Communications
Known Error Database


50. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
- Capability constraints - Resource constraints - Utility constraints - And more...
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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)