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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the business value of Service Transition?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Align new/changed services with business requirements - Maximize value to the business operations
Agreement between an IT service provider and another part of same organization that assists with service provision
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

2. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
A structured set of activities designed to accomplish a specific objective.
Total Cost of Ownership
The scope considers all resources required to deliver service and plans for short - medium and long term requirements

3. What is a workaround?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The ability to detect events - make sense of them and determine right control action
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The underlying cause of one or more failures

4. Shared Services Unit
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Speeds up resolution - Concern of data quality
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.
Access - Identity - Rights - Service or Service Groups - Directory Services

5. What processes does the Change Management process interface with?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels

6. What is the purpose of the supplier management process?
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

7. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
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 -
Inputs - Outputs - Activities - Measurements - Roles
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

8. What is the scope of the seven steps to improvement?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
Problem that has a documented root cause and workaround
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

9. What is the purpose of Change Management?
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.
To control lifecycle of all changes to be made with minimal disruption to services
Configuration Management Database
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

10. What is the role of technical management?
The process in which goals and objectives of service design stage are met
- 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
- Budgeting - Accounting - Charging (Billing)
The process that supports the Business Continuity Management process by managing risks that could affect services.

11. What is IT Service Management?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
The implementation and management of IT services that meet the needs of the business.
The process that obtains value for money from suppliers.
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

12. What is Business Value?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
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 -
Services that are no longer available.
Services that provide customer with wanted business outcomes.

13. What processes are related to of Service Operation??
Addition - modification - removal of anything that could have an effect on IT services
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

14. What topics are covered in Service Strategy?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
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

15. What is the Deming Cycle?
It is an Improvement Model: Plan = relates to a problem - Do = completing the project activities - Check = review or audit of activities and outcomes - Act = focus on improving capabilities based on Plan - Do - Check.
The system used to collect and manage Config Items (CI's)
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

16. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Fit for purpose-the functionality of a product or service to meet a particular need.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Share perspectives - ideas - experience & info to enable informed decisions

17. What are the objectives of the Release & Deployment Management process?
A customer requirement for an aspect of an IT service
Similar to incident model - For problems that have an expensive solution
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 -
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.

18. What are the Change Types?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage 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
To provide best practice guidance to all types of organizations.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

19. What are four Service Level Agreement Frameworks??
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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

20. 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) 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)
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

21. What are the objectives of Service Operation?
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.
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- 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

22. What are the two types of customers?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
This is where the customer sees the actual value of the services
Is responsible for managing applications through their lifecycle
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

23. What types of metrics are there and what are they??

24. What is the purpose of Business Relationship Management??
A service asset that needs to be managed to deliver a service
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
By enhancing the performance of tasks and reducing the effect of constraints.

25. What is the purpose of Incident Management?
Service Level Agreement
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

26. What is the Service Knowledge Management System (SKMS)?
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)
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)
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Used to store and manage knowledge - info and data.

27. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
The result of an activity following a process or the delivery of a service.
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.

28. What are the three types of services?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

29. What are the components of value?
A customer requirement for an aspect of an IT service
- Manage access - Respond to requests for granting access - Oversee access
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Underpinning Contract

30. What are the objectives of the Knowledge Management process??
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
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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

31. What are the design constraints for a service?
After closure and it is linked to major incident review
Align new/changed services with business requirements - Maximize value to the business operations
- Capability constraints - Resource constraints - Utility constraints - And more...
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

32. What are the objectives of the seven steps to improvement?
- 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
- 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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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

33. What are two availability management activities?
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
It defines performance and the alignment of IT services with the business.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

34. What is Service Management?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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
Operation Level Agreement
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 -

35. What is the content of a Business Case?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
- 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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome.

36. What is the purpose of the Design Coordination process?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
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
ensuer goals of service design stage are met with single point of coordination within this stage
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

37. What is Remediation Planning?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
The process in which goals and objectives of service design stage are met
Action taken to recover after a failed change or release.
- Budgeting - Accounting - Charging (Billing)

38. Describe the Service Level Management process.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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 -
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

39. What is the purpose of ITIL Core Publications?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
To provide best practice guidance to all types of organizations.
Tangible assets

40. What is the scope of the Transition Planning & Support process?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

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

42. SPOC
Supplier and Contract Management Information System
The result of an activity following a process or the delivery of a service.
Single Point Of Contact
- 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

43. What is the Business Value of Service Strategy?
Application support
It defines performance and the alignment of IT services with the business.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
The customers - The services - How value is created - How assets underpin value - The delivery and funding model

44. Technical and Application Management are involved in ___________________

45. Describe Time Scales of Incident Management

46. SLM
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
- Release & Deployment - Transition Planning & Support
Service Level Management
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)

47. What is an incident?
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Quality Service 2) Cost-effective Services
- Capability constraints - Resource constraints - Utility constraints - And more...

48. What is an Outcome?
The result of an activity following a process or the delivery of a service.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Vital Business Function
The implementation and management of IT services that meet the needs of the business.

49. What are the two types of Service Catalogues?
1. Business Service Catalogue 2. Technical Service Catalogue.
Agreement between an IT service provider and another part of same organization that assists with service provision
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It can identify weaknesses or areas of improvements.

50. What is the Snapshot?
Is a request from a user for info - advice - standard change - or access to an IT service
Lifecycle wide process and relevant to all lifecycles
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.
The ability to detect events - make sense of them and determine right control action