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. 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.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
A function that reflects the part of business process that is critical to success of business


2. What are two kinds of IT Services?
A service asset that needs to be managed to deliver a service
Tangible assets
Includes management of the component lifecycle of every CI (config item)
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.)


3. What is Value?

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4. What are the two types of Service Catalogues?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1. Business Service Catalogue 2. Technical Service Catalogue.
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management


5. What is a Resource?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
- Vendor neutral - Non prescriptive - Best practice
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Assets such as server licenses and software licenses.


6. What are the 4 P's in Service Design used for?
A role is defined in a process or function.
Supplier and Contract Management Information System
Configuration Management System
To provide a balanced view of overall service


7. What is an Outcome?
The result of an activity following a process or the delivery of a service.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
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.
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.


8. Describe the IT Service Continuity Management process.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
The process that supports the Business Continuity Management process by managing risks that could affect services.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
intangible asset


9. What are the five aspects of Service Design?
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.
It takes inputs and turn them into outputs.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
A function that reflects the part of business process that is critical to success of business


10. What is an Event?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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
The process that supports the Business Continuity Management process by managing risks that could affect services.


11. ITIL
Ownership regardless of escalation remains with the service desk
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Information Technology Infrastructure Library
Qualitative and Quantitative


12. What is the purpose of Service Design??
It defines performance and the alignment of IT services with the business.
The process that obtains value for money from suppliers.
To provide a single source of information on all operational and ready for production services.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


13. What are the three Service Design Agreements?

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14. What are the objectives of the Release & Deployment Management process?
Governs the org's approach to Information Security Management
Value of Investment
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 -
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom


15. How is risk measured?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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
Value of Investment


16. What are the technical management groups?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Critical Success Factor
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.


17. What is the RACI matrix?
A service provider which functions within the business units they server.
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A function that reflects the part of business process that is critical to success of business
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


18. Describe the Service Catalogue Management process.
To be accountable for the operational management of the process.
To provide and maintain a single source of info on all operational and ready to be introduced services
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
- 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


19. Define Patterns of Business Activity (PBA)?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Supplier and Contract Management Information System


20. What is the purpose of the even steps to improvement?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
- 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
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
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)


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

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22. What does a Release Policy include?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
A customer requirement for an aspect of an IT service
Is a notification that a threshold has been reached - something has changed - or a failure has occured


23. What are the Change Types?
Addition - modification - removal of anything that could have an effect on IT services
- 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
Service Level Agreement
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.


24. What are the objectives of technical management?

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25. What is Service Management?
Qualitative and Quantitative
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


26. Describe Time Scales of Incident Management

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27. What is the purpose of IT Operations Management?
After closure and it is linked to major incident review
Change Advisory Board
Information Technology Infrastructure Library
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


28. What drives service design?
Functional requirements - SLAs - benefits and design constraints
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A point of reference for continual improvement. Used as a starting point to measure effect of a 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


29. What is the purpose of the Transition Planning & Support process?
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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A group of people - tools and resources used to carry out a process activity.
Provide overall planning for service transition and coordinate resources required for it


30. What is the scope of Event Management?

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31. CI
Change Advisory Board
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Configuration Item
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


32. CMDB
Configuration Management Database
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


33. What are the basic concepts of Access Management?
A formal proposal for a change
Access - Identity - Rights - Service or Service Groups - Directory Services
Operation Level Agreement
- 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


34. What is the role of technical 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 provide a single source of information on all operational and ready for production services.
- 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
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


35. What are the three types of services?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
intangible asset
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


36. Why is automation of technology and architecture beneficial?
A set of responsibilities defined in a process and assigned to a person or team.
It can improve utility and warranty of services incresing value.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


37. What is the CSI approach?

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38. What are the objectives of the Knowledge Management process??
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
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.
After closure and it is linked to major incident review
Single Point Of Contact


39. What is a known error?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Problem that has a documented root cause and workaround
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use


40. What is the purpose of Access Management?
Return on Investment
To plan - schedule & control the build - test & deployment of releases
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
Tp provide the right for users to be able to use a service or group of services


41. What is a Role?
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.
Set of responsibilities - activities and authorities granted to a person or a team.
Design - testing - improvements of CI's
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


42. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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
Business Continuity Plan
A service provided by an IT service provider made up of a combination of IT - people and processes.


43. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1) Preferences 2) Past experiences 3) Communications
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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


44. What levels are baselines established at?

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45. How do you escalate an incident?
Value of Investment
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
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)
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


46. What is a problem?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
The underlying cause of one or more failures
Request for Change
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.


47. What is technical management?
intangible asset
The result of an activity following a process or the delivery of a service.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


48. What processes are related to of Service Operation??
To be accountable for the operational management of the process.
Incident management - Problem management - Event management - Request Fulfillment - Access 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
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


49. What are the supplier categories??
A group of people - tools and resources used to carry out a process activity.
Strategic - Tactical - Operational - Commodity
- 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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


50. What is a Service Catalogue?
A structured set of activities designed to accomplish a specific objective.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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.