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 the three Service Design Agreements?

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

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3. What is a Config Item (CI)?
A service asset that needs to be managed to deliver a service
Inputs - Outputs - Activities - Measurements - Roles
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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


4. Define Patterns of Business Activity (PBA)?
To control lifecycle of all changes to be made with minimal disruption to services
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Everyone except for Type III service providers (third parties)
Service Level Agreement


5. SLM
Makes use of knowledge to create value through well-informed decisions
Service Level Management
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


6. Who should the Information Security Policy be communicated to?
Everyone except for Type III service providers (third parties)
- Change Management - Service Asset & Config Management - Knowledge Management
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
1) Utility 2) Warranty


7. What is the scope of Request Fulfillment?
A formal proposal for a change
Up to each org to decide which service requests it will handle
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.
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


8. Describe the Information Security Management process.
Ownership regardless of escalation remains with the service desk
Set of responsibilities - activities and authorities granted to a person or a team.
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.
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


9. What is the purpose of Continual Service Improvement?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Governs the org's approach to Information Security Management
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


10. What does the service desk do??
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Configuration Item
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


11. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Services that are no longer available.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


12. What is a basline measurement?
Provide overall planning for service transition and coordinate resources required for it
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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


13. What is the purpose of the IT Service Continuity Management (ITSCM) process?
A structured set of activities designed to accomplish a specific objective.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Agreement between an IT service provider and another part of same organization that assists with service provision
- 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


14. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Business Impact Analysis


15. UC
Design - testing - improvements of CI's
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Business Impact Analysis
Underpinning Contract


16. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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!
Everyone except for Type III service providers (third parties)
To plan - schedule & control the build - test & deployment of releases


17. What are the Service Strategy processes and functions?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


18. What are the two primary elements of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Addition - modification - removal of anything that could have an effect on IT services
1) Utility 2) Warranty
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


19. When do you conduct a major problem review?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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)
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
After closure and it is linked to major incident review


20. Volume/Phase 3: Service Transition - What is it?
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
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
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.
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model


21. What is the scope of Service Strategy??

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22. What is a Service Portfolio?
It defines performance and the alignment of IT services with the business.
To be accountable for the operational management of the process.
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.
Is a request from a user for info - advice - standard change - or access to an IT service


23. What is the purpose of Application Management?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Is responsible for managing applications through their lifecycle
Definitive Media Library
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


24. What is the role of Application Management?
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
- 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
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Functional requirements - SLAs - benefits and design constraints


25. What is a known error?
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Problem that has a documented root cause and workaround


26. ROI
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Return on Investment
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.


27. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
- Manage access - Respond to requests for granting access - Oversee access
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- 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


28. What is a major incident?
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.


29. Facilities Management
A structured set of activities designed to accomplish a specific objective.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management


30. What is the purpose of Request Fulfillment?

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31. RACI
Responsible - Accountable - Consult - Inform
A structured set of activities designed to accomplish a specific objective.
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.
Fit for Purpose - The functionality of a product or service from a customer's perspective.


32. What are the objectives of Incident Management?
The implementation and management of IT services that meet the needs of the business.
Known Error Database
- 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
Accountable for the delivery of a specific service.


33. What is the Service Knowledge Management System (SKMS)?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Used to store and manage knowledge - info and data.
Share perspectives - ideas - experience & info to enable informed decisions
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


34. What is a Role?
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.
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
Set of responsibilities - activities and authorities granted to a person or a team.
Inputs - Outputs - Activities - Measurements - Roles


35. RFC
A customer requirement for an aspect of an IT service
Request for Change
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.
Share perspectives - ideas - experience & info to enable informed decisions


36. What is the Definitive Media Library?

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37. TCO
Total Cost of Ownership
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
Tp provide the right for users to be able to use a service or group of services
A role is defined in a process or function.


38. SACM
Service Asset and Configuration Management
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


39. What is the configuration baseline?
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
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 config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.


40. KEDB
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
1) Utility 2) Warranty
Known Error Database


41. SPOC
Single Point Of Contact
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes


42. Detail the Process Owner's responsibilities
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
A formal proposal for a change
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
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.


43. CMS
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Configuration Management System


44. What is the scope of the Service Design phase?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model
Governs the org's approach to Information Security Management


45. What does a Release Policy include?
A customer requirement for an aspect of an IT service
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals


46. What is the Business Value of Service Design?
Any event which disrupts - or which could disrupt - a service
Internal Service Provider - Shared Service Unit - External Service Provider
1) Quality Service 2) Cost-effective Services
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


47. What is the purpose of Problem Management?
Return on 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
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


48. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.


49. What is risk?
To provide a balanced view of overall service
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


50. What are examples of Config Items?
A service asset that needs to be managed to deliver a service
Configuration Management Database
Assets such as server licenses and software licenses.
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