ITIL

Instructions:

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

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

1. What are Retired Services?
The underlying cause of one or more failures
Services that are no longer available.
A group of people - tools and resources used to carry out a process activity.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


2. What is Wisdom?
Services that provide customer with wanted business outcomes.
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
Makes use of knowledge to create value through well-informed decisions
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


3. What is Emergency Change Advisory Board (ECAB)?
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
The result of an activity following a process or the delivery of a service.
A service asset that needs to be managed to deliver a service
A group of people and the tools they use to perform one or more processes or activities.


4. Technical and Application Management are involved in ___________________

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5. What are the three types of Service Providers??
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Internal Service Provider - Shared Service Unit - External Service Provider


6. What does a process do?
A structured set of activities designed to accomplish a specific objective.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
It takes inputs and turn them into outputs.


7. What is the purpose of Service Operation?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers


8. What are the three types of services?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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
1) Quality Service 2) Cost-effective Services
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


9. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Strategic - Tactical - Operational - Commodity
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. 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


10. What is a Config Item (CI)?
Request for Change
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)
A service asset that needs to be managed to deliver a service
This is where the customer sees the actual value of the services


11. Why do organizations use ITIL?
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.
A group of people - tools and resources used to carry out a process activity.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
It takes inputs and turn them into outputs.


12. What is the purpose of the supplier management process?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Assets such as server licenses and software licenses.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
It can improve utility and warranty of services incresing value.


13. What are the basic concepts of Access Management?
- 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
Access - Identity - Rights - Service or Service Groups - Directory Services
Tangible assets
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.


14. CAB
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Change Advisory Board
Continual Service Improvement
Service Asset and Configuration Management


15. What does process definitions describe??
Inputs - Outputs - Activities - Measurements - Roles
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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


16. What is the purpose of Request Fulfillment?

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17. What is the purpose of Service Strategy?

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18. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
Key Performance Indicator
Value of Investment
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


19. What is the purpose of the Service Asset & Config Management (SACM) process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Continual Service Improvement
Ensure assets required to deliver service are controlled and info is available for them
Pattern of Business Activity


20. What is the Service Level Agreement?
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.
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


21. What is a Capability?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


22. What is a known error?
To provide a single source of information on all operational and ready for production services.
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
The process that supports the Business Continuity Management process by managing risks that could affect services.


23. What is the CSI register?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Ensure assets required to deliver service are controlled and info is available for them
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
A function that reflects the part of business process that is critical to success of business


24. What is a Resource?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Define steps required to restore business process following disruption


25. ROI
Accountable for the delivery of a specific service.
The result of an activity following a process or the delivery of a service.
- Budgeting - Accounting - Charging (Billing)
Return on Investment


26. DIKW
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
It defines performance and the alignment of IT services with the business.
Data - Information - Knowledge - Wisdom
Makes use of knowledge to create value through well-informed decisions


27. What are the ITSCM process activities??
Business Impact Analysis
Information Communication Technology
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


28. Describe the Service Catalogue Management process.
Continual Service Improvement
To provide and maintain a single source of info on all operational and ready to be introduced services
A service provided by an IT service provider made up of a combination of IT - people and processes.
Assets such as server licenses and software licenses.


29. What are the objectives of Application Management?

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30. What is Service Assets?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
The basis for value creation including both resources and capabilities
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


31. What is the role of technical management?
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.
- 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
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


32. What is a benefit of a RACI matrix?
It can identify weaknesses or areas of improvements.
The ability to detect events - make sense of them and determine right control action
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
A service asset that needs to be managed to deliver a service


33. What is Value?

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34. Why is automation of technology and architecture beneficial?
Includes management of the component lifecycle of every CI (config item)
It can improve utility and warranty of services incresing value.
Business Continuity Plan
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


35. External Service Provider
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To provide best practice guidance to all types of organizations.
A set of discrete facts
Information Communication Technology


36. What does the service desk do??
Carry out one or more process activities
Fit for Purpose - The functionality of a product or service from a customer's perspective.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


37. What is the purpose of Availability Management process?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management


38. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
The process that supports the Business Continuity Management process by managing risks that could affect services.
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
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


39. What are the two primary elements of value?
Define steps required to restore business process following disruption
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...
1) Utility 2) Warranty
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


40. What are the objectives of technical management?

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41. Describe Time Scales of Incident Management

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42. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.
Pattern of Business Activity
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.


43. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Problem that has a documented root cause and workaround
Service Desk - Technical management - IT Operation Management - Application Management


44. What is the purpose of Change Management?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Value is optimized across entire lifecycle: - Gradual and continual improvement in quality - Service remains continuously aligned to business requirements - Improvements in cost effectiveness - Monitoring and reporting ti id improvement opportunities
To control lifecycle of all changes to be made with minimal disruption to services
Service Level Agreement


45. CAM
To provide a balanced view of overall service
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Change Advisory Board


46. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Service Knowledge Management System
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.
- 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


47. What is a basline measurement?
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 -
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A service asset that needs to be managed to deliver a 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.


48. When is the Service Design Package created or edited?
Pattern of Business Activity (PBA)
Ensure assets required to deliver service are controlled and info is available for them
- New service - Major change to service - Removal of service - Changes to the SDP itself
- Capability constraints - Resource constraints - Utility constraints - And more...


49. What is the scope of Request Fulfillment?
Keep it simple - Use multi-level categorization - Use categorization for reporting
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Up to each org to decide which service requests it will handle
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


50. What is the role of Application Management?
- 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
- 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
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A group of people and the tools they use to perform one or more processes or activities.