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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 Service Portfolio?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Total Cost of Ownership
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

2. What is a basline measurement?
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
The basis for value creation including both resources and capabilities
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

3. What are the options of organizational structures of a service desk?
- 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
1) Quality Service 2) Cost-effective Services
Services that provide customer with wanted business outcomes.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

4. What are the objectives of Application Management?

5. What is the scope of change?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Return on Investment
Internal Service Provider - Shared Service Unit - External Service Provider
The ability to detect events - make sense of them and determine right control action

6. What is the Business Value of Service Strategy?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Single Point Of Contact
It defines performance and the alignment of IT services with the business.
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

7. ROI
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
Functional requirements - SLAs - benefits and design constraints
Return on Investment
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents

8. What characteristics does a process have?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Fit for purpose-the functionality of a product or service to meet a particular need.

9. What is the Service Design phase?
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.
The phase that turns service strategy into a plan for delivering the business outcomes.
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Problem that has a documented root cause and workaround

10. What are the three types of services?
The system used to collect and manage Config Items (CI's)
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

11. What are the two types of Service Catalogues?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The phase that turns service strategy into a plan for delivering the business outcomes.
1. Business Service Catalogue 2. Technical Service Catalogue.

12. What are the layers of the Configuration Management System (CMS)?
Lifecycle wide process and relevant to all lifecycles
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The phase that turns service strategy into a plan for delivering the business outcomes.
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f

13. RACI
Responsible - Accountable - Consult - Inform
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
To plan - schedule & control the build - test & deployment of releases

14. What is Change?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Addition - modification - removal of anything that could have an effect on IT services
Is a notification that a threshold has been reached - something has changed - or a failure has occured

15. IT Ops and Application Management are involved in _____________________
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The result of an activity following a process or the delivery of a service.
It can improve utility and warranty of services incresing value.
Application support

16. What are the two types of customers?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Service Asset and Configuration Management
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
Total Cost of Ownership

17. What is the scope of Event Management?

18. SLM
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Service Level Management
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 scope considers all resources required to deliver service and plans for short - medium and long term requirements

19. What is a Process?
Business Continuity Management
A structured set of activities designed to accomplish a specific objective.
Assets such as server licenses and software licenses.
Incidents never become problems. They co-exist

20. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

21. SCMIS
- Change Management - Service Asset & Config Management - Knowledge Management
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Supplier and Contract Management Information System
By enhancing the performance of tasks and reducing the effect of constraints.

22. Where is a role defined?
Ensure assets required to deliver service are controlled and info is available for them
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
Responsible - Accountable - Consult - Inform
A role is defined in a process or function.

23. What is a Service Pipeline?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Service Level Agreement
All services under development - growth and Outlook.

24. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
Data - Information - Knowledge - Wisdom
- 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
The basis for value creation including both resources and capabilities

25. When do you conduct a major problem review?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
After closure and it is linked to major incident review
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
ensuer goals of service design stage are met with single point of coordination within this stage

26. BIA
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Business Impact Analysis
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

27. What is Business Value?
Services that provide customer with wanted business outcomes.
Is a request from a user for info - advice - standard change - or access to an IT service
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

28. Describe the Availability Management process.
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.
- Release & Deployment - Transition Planning & Support
The process to ensure that the level of availability in services needs agrees with the required needs
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

29. What are two levels of availability?
Is a request from a user for info - advice - standard change - or access to an IT service
IT Service Management
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

30. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- 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
Share perspectives - ideas - experience & info to enable informed decisions
Assets such as server licenses and software licenses.

31. What are three types of events?

32. What are two availability management activities?
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)
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)
Agreement between an IT service provider and another part of same organization that assists with service provision

33. What is Data?
Executing the policies in information security management
Return on Investment
A set of discrete facts
Is a notification that a threshold has been reached - something has changed - or a failure has occured

34. What is the CSI approach?

35. Describe the Supplier Management process.
To quantify the impact to the business that loss of service would have
The process that obtains value for money from suppliers.
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.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

36. ICT
Information Communication Technology
Responsible - Accountable - Consult - Inform
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.)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

37. What are the processes related to Service Design?
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
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Vital Business Function

38. What is a benefit of a RACI matrix?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A set of discrete facts
It can identify weaknesses or areas of improvements.
A set of responsibilities defined in a process and assigned to a person or team.

39. ITSM
Vital Business Function
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
IT Service Management
Set of responsibilities - activities and authorities granted to a person or a team.

40. What is the scope of Problem Management?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Data - Information - Knowledge - Wisdom
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
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities

41. What is the scope of Availability Management process?
Critical Success Factor
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.
Operation Level Agreement
It covers: - design - implementation - measurement -management -improvement of service and component availability

42. What are the objectives of Event Management?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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.
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

43. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
Executing the policies in information security management
IT Service Management
Service Level Agreement

44. What is the RACI matrix?
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
- Capability constraints - Resource constraints - Utility constraints - And more...
Define steps required to restore business process following disruption

45. 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.
1) Quality Service 2) Cost-effective Services
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.
Everyone except for Type III service providers (third parties)

46. Describe the Information Security Management process.
The process in which goals and objectives of service design stage are met
A role is defined in a process or function.
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.
Problem that has a documented root cause and workaround

47. What is the Organization Level Agreement?
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Business Continuity Management
Agreement between an IT service provider and another part of same organization that assists with service provision
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.

48. What is the purpose of Service Operation?
Value of Investment
- 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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

49. What is the purpose of the Release & Deployment Management process?
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To plan - schedule & control the build - test & deployment of releases
Definitive Media Library

50. What is the business value of Service Operation?
Supplier and Contract Management Information System
The phase that turns service strategy into a plan for delivering the business outcomes.
Makes use of knowledge to create value through well-informed decisions
This is where the customer sees the actual value of the services