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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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. A workload profile is also referred to as?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Everyone except for Type III service providers (third parties)
Pattern of Business Activity (PBA)
1) Preferences 2) Past experiences 3) Communications

2. What is the scope of the Capacity Management process?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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. What are the phases of the ITIL Service Lifecycle?
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
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

4. What is the definition of Service Level Requirements?
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
The process that obtains value for money from suppliers.
A customer requirement for an aspect of an IT service
To quantify the impact to the business that loss of service would have

5. What is a Capability?
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Tp provide the right for users to be able to use a service or group of services
- Vendor neutral - Non prescriptive - Best practice
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

6. What is the scope of the Service Level Management process?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A formal proposal for a change
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

7. Who are the Key Stakeholders?
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)

8. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
A service asset that needs to be managed to deliver a service
The basis for value creation including both resources and capabilities

9. What is a problem?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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)
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
The underlying cause of one or more failures

10. Describe the Service Level Management process.
It takes inputs and turn them into outputs.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

11. What is the Business Value of Service Design?
The ability to detect events - make sense of them and determine right control action
1) Quality Service 2) Cost-effective Services
A function that reflects the part of business process that is critical to success of business
Ensure assets required to deliver service are controlled and info is available for them

12. It's part of the SKMS (service knowledge management system)
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Configuration Item
Speeds up resolution - Concern of data quality
Share perspectives - ideas - experience & info to enable informed decisions

13. Shared Services Unit
Qualitative and Quantitative
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.
- 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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

14. What is the purpose of Business Relationship Management??
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Service Asset and Configuration Management
Governs the org's approach to Information Security Management

15. SLA
Includes management of the component lifecycle of every CI (config item)
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Service Level Agreement
- 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

16. SKMS
Inputs - Outputs - Activities - Measurements - Roles
Service Knowledge Management System
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Ownership regardless of escalation remains with the service desk

17. IT Ops and Application Management are involved in _____________________
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To quantify the impact to the business that loss of service would have
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Application support

18. What is a Service Request?
Is a request from a user for info - advice - standard change - or access to an IT service
By enhancing the performance of tasks and reducing the effect of constraints.
It takes inputs and turn them into outputs.
Change Advisory Board

19. A capability is an _________________
It takes inputs and turn them into outputs.
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
intangible asset
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

20. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
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
- 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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

21. External Service Provider
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
A structured set of activities designed to accomplish a specific objective.
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

22. What is the purpose of the Information Security Management (ISM) process?

23. What is ITIL?
A set of best practice publications for IT service management
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Information Technology Infrastructure Library

24. What is the scope of Service Strategy??

25. RACI
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
Makes use of knowledge to create value through well-informed decisions
Responsible - Accountable - Consult - Inform
It can identify weaknesses or areas of improvements.

26. What is the definition of a Service Review?
Functional requirements - SLAs - benefits and design constraints
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

27. What are the two types of customers?
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- 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 are the objectives of the service desk??
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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

29. What is the scope of Problem Management?
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
To plan - schedule & control the build - test & deployment of releases
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.
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

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

31. What is the Service Design phase?
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.
The phase that turns service strategy into a plan for delivering the business outcomes.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Known Error Database

32. What are the two views of the Service Catalogue?
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 group of people - tools and resources used to carry out a process activity.
Request for Change
A group of people and the tools they use to perform one or more processes or activities.

33. Resources are _____
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Tangible assets
- Capability constraints - Resource constraints - Utility constraints - And more...
A structured set of activities designed to accomplish a specific objective.

34. SLM
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.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Service Level Management
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.

35. What is technical management?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Request for Change
Service Level Agreement
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)

36. What is the definition of Service Improvement Plan?
The basis for value creation including both resources and capabilities
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Business Impact Analysis
Overall program or plan of prioritized improvement actions for services and processes with associated risks.

37. What does process definitions describe??
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
1) Quality Service 2) Cost-effective Services
A role is defined in a process or function.
Inputs - Outputs - Activities - Measurements - Roles

38. What are examples of Config Items?
Assets such as server licenses and software licenses.
A service provided by an IT service provider made up of a combination of IT - people and processes.
To control lifecycle of all changes to be made with minimal disruption to services
Is responsible for managing applications through their lifecycle

39. CI
Configuration Item
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Definitive Media Library
Service Level Management

40. What are some Service Level Management Activities?
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
It takes inputs and turn them into outputs.
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
A group of people - tools and resources used to carry out a process activity.

41. Name the characteristics of value
- 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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Services that are no longer available.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

42. What are the components of the ITIL framework?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
Services that provide customer with wanted business outcomes.
1) Core Publications 2) Complimentary Guidance

43. What is Vital Business Functions?
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.
Up to each org to decide which service requests it will handle
A function that reflects the part of business process that is critical to success of business
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

44. What are the objectives of the Change Management Process?

45. What are the Capacity Sun- Processes?
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.
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)
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
The process that obtains value for money from suppliers.

46. What is the purpose of Service Portfolio Management?
- Vendor neutral - Non prescriptive - Best practice
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Known Error Database
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

47. What are two kinds of IT Services?
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.)
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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

48. What Service Transition processes support all lifecycle phases?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
- Change Management - Service Asset & Config Management - Knowledge Management
The level to which the service meets a customer's expectation.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

49. Who owns an incident?
Ownership regardless of escalation remains with the service desk
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Up to each org to decide which service requests it will handle

50. What is governance and what does it do?