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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 are the objectives of technical management?

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2. What are the objectives of Incident Management?
A set of best practice publications for IT service management
Used to store and manage knowledge - info and data.
Define steps required to restore business process following disruption
- 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

3. What is availability?
It defines performance and the alignment of IT services with the business.
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.
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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

4. What are the technical management groups?
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Addition - modification - removal of anything that could have an effect on IT services
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

5. SLA
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Service Level Agreement

6. What is the purpose of Service Catalogue Management?
Lifecycle wide process and relevant to all lifecycles
To provide a single source of information on all operational and ready for production services.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

7. VBF
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Vital Business Function
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
- 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

8. What are the two types of customers?
Is responsible for managing applications through their lifecycle
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
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
ensuer goals of service design stage are met with single point of coordination within this stage

9. Where is a role defined?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
All services under development - growth and Outlook.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A role is defined in a process or function.

10. What is the scope of the Capacity Management process?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

11. What processes interfaces with Problem Management?
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
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Utility 2) Warranty
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring

12. It's part of the SKMS (service knowledge management system)
Speeds up resolution - Concern of data quality
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.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Supplier and Contract Management Information System

13. What is the Service Knowledge Management System (SKMS)?
Any event which disrupts - or which could disrupt - a service
Is a request from a user for info - advice - standard change - or access to an IT service
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Used to store and manage knowledge - info and data.

14. Volume/Phase 3: Service Transition - What is it?
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 Level Management
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

15. What is the purpose of IT Operations Management?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
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
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
Design - testing - improvements of CI's

16. What are the two views of the Service Catalogue?
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.
Total Cost of Ownership
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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)

17. What is the purpose of the Service Asset & Config Management (SACM) process?
- Manage access - Respond to requests for granting access - Oversee access
Ensure assets required to deliver service are controlled and info is available for them
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
Service Asset and Configuration Management

18. A workload profile is also referred to as?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The implementation and management of IT services that meet the needs of the business.
Internal Service Provider - Shared Service Unit - External Service Provider
Pattern of Business Activity (PBA)

19. SLM
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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
Service Level Management
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

20. TCO
Total Cost of Ownership
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
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.

21. What are the objectives of Event Management?
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
To provide a balanced view of overall service
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
A service provider which functions within the business units they server.

22. What interfacing processes are associated with Incident Management??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Request for Change
IT Service Management

23. What is Remediation Planning?
Action taken to recover after a failed change or release.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
By enhancing the performance of tasks and reducing the effect of constraints.

24. What is the purpose of the IT Service Continuity Management (ITSCM) process?
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Continual Service Improvement
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

25. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The phase that turns service strategy into a plan for delivering the business outcomes.
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.
A group of people and the tools they use to perform one or more processes or activities.

26. PBA
A service provider which functions within the business units they server.
Pattern of Business Activity
The level to which the service meets a customer's expectation.
Services that are no longer available.

27. What are the Service Operation Functions??
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Service Desk - Technical management - IT Operation Management - Application Management
To provide a balanced view of overall service

28. What characteristics does a process have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Vital Business Function
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
Qualitative and Quantitative

29. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Governs the org's approach to Information Security Management

30. What is an incident?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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)
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
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

31. What is the scope of Request Fulfillment?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Up to each org to decide which service requests it will handle
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.
Data - Information - Knowledge - Wisdom

32. What communication is part of Service Operation?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
The underlying cause of one or more failures

33. What is the scope of Service Transition?
A service provider which functions within the business units they server.
Continual Service Improvement
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Ownership regardless of escalation remains with the service desk

34. What is the Deming Cycle?
- Manage access - Respond to requests for granting access - Oversee access
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.
Definitive Media Library
A set of responsibilities defined in a process and assigned to a person or team.

35. What are the objectives of Continual Service Improvement??
Service Strategy - Demand Management - Service Portfolio Management - and Financial 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
Accountable for the delivery of a specific service.
Similar to incident model - For problems that have an expensive solution

36. What is the Process Practitioner's responsibility?
Carry out one or more process activities
A group of people and the tools they use to perform one or more processes or activities.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication

37. What are the phases of Release & Deployment?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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 provide a balanced view of overall service
Configuration Management Database

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

39. What is the scope of change?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

40. What is a Process Owner's responsibility?
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Information Communication Technology
Return on Investment
Tangible assets

41. What are the Change Types?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.
- 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
Up to each org to decide which service requests it will handle

42. What is the Service Level Agreement?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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

43. What are the Service Transition processes??
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
A structured set of activities designed to accomplish a specific objective.
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
Assets such as server licenses and software licenses.

44. Detail the Service Owner's repsonsibility.
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...
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
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
Emergency Change Advisory Board

45. Describe Time Scales of Incident Management

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46. Describe the Service Level Management process.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A service asset that needs to be managed to deliver a service
Speeds up resolution - Concern of data quality

47. A capability is an _________________
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
intangible asset
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 -

48. Volume/Phase 4: Service Operation - What is it?
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
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
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

49. What are the objectives of IT Operations Management?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

50. 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
A role is defined in a process or function.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.