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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. TCO
This is where the customer sees the actual value of the services
Total Cost of Ownership
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

2. What is governance and what does it do?

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3. What is the Business Value of Service Design?
Tangible assets
1) Quality Service 2) Cost-effective Services
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)
Service Desk - Technical management - IT Operation Management - Application Management

4. What is the scope of Availability Management process?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It covers: - design - implementation - measurement -management -improvement of service and component availability
The implementation and management of IT services that meet the needs of the business.
To provide a balanced view of overall service

5. What are the objectives of the Service Level Management process?
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
- 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
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Define steps required to restore business process following disruption

6. What are the Change Types?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
- 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 define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
A function that reflects the part of business process that is critical to success of business

7. CAM
Change Advisory Board
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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!
To help plan - implement and maintain stable technical infrastructure to support the org's business processes

8. PBA
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 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
Critical Success Factor
Pattern of Business Activity

9. Resources are _____
Information Communication Technology
Tangible assets
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
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

10. What are the objectives of the Transition Planning & Support process?
To provide and maintain a single source of info on all operational and ready to be introduced services
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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...
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.

11. What is the Snapshot?
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

12. What are the components of IT Operations Management?
Key Performance Indicator
Ownership regardless of escalation remains with the service desk
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Change Advisory Board

13. What is a Config Item (CI)?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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.
A service asset that needs to be managed to deliver a service
Data - Information - Knowledge - Wisdom

14. What is a Resource?
- Manage access - Respond to requests for granting access - Oversee access
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
The basis for value creation including both resources and capabilities
It comes from providing context to data - Who? - What? - When? - Where?

15. What is the Capacity Plan?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
A function that reflects the part of business process that is critical to success of business
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
Any event which disrupts - or which could disrupt - a service

16. What is Data?
A set of discrete facts
A role is defined in a process or function.
Set of responsibilities - activities and authorities granted to a person or a team.
Return on Investment

17. What are the two primary elements of value?
Tp provide the right for users to be able to use a service or group of services
To provide a balanced view of overall service
Up to each org to decide which service requests it will handle
1) Utility 2) Warranty

18. What is the purpose of Service Operation?
To control lifecycle of all changes to be made with minimal disruption to services
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

19. What is Change?
Addition - modification - removal of anything that could have an effect on IT services
All services under development - growth and Outlook.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

20. What does a process do?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
A structured set of activities designed to accomplish a specific objective.
Pattern of Business Activity
It takes inputs and turn them into outputs.

21. What is the purpose of the IT Service Continuity Management (ITSCM) process?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Keep it simple - Use multi-level categorization - Use categorization for reporting
Addition - modification - removal of anything that could have an effect on IT services

22. What is the business value of Continual Service Improvement?
Continual Service Improvement
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
Known Error Database
- 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

23. What are the seven steps to improvement?
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. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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
Key Performance Indicator

24. What is Utilitiy?

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25. What is the scope of the Service Level Management process?
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)
Services that are no longer available.
It covers: - design - implementation - measurement -management -improvement of service and component availability
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels

26. What is the purpose of Problem Management?
Carry out one or more process activities
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
The process that obtains value for money from suppliers.
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

27. What are KPI's?
- 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
A function that reflects the part of business process that is critical to success of business
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)
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

28. Volume/Phase 3: Service Transition - What is it?
It can improve utility and warranty of services incresing value.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

29. Shared Services Unit
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To plan - schedule & control the build - test & deployment of releases
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.
Incidents never become problems. They co-exist

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

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31. What is the scope of Service Strategy??

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32. Who owns an incident?
Return on Investment
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
Ownership regardless of escalation remains with the service desk
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.)

33. What processes are related to of Service Operation??
Inputs - Outputs - Activities - Measurements - Roles
1. Business Service Catalogue 2. Technical Service Catalogue.
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
Incident management - Problem management - Event management - Request Fulfillment - Access Management

34. What is an Alert?
Business Continuity Plan
Is a notification that a threshold has been reached - something has changed - or a failure has occured
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

35. What is the purpose of the supplier management process?
- Vendor neutral - Non prescriptive - Best practice
Total Cost of Ownership
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
To provide a balanced view of overall service

36. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Fit for purpose-the functionality of a product or service to meet a particular need.
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
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

37. Describe the Availability Management process.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
The process to ensure that the level of availability in services needs agrees with the required needs
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Action taken to recover after a failed change or release.

38. What are the two views of the Service Catalogue?
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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.
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)

39. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
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)
The process in which capacity of services and infrastructure meets agreed capacity and performance 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

40. BCM
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.
Business Continuity Management
- 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
Used to store and manage knowledge - info and data.

41. What is Service Assets?
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
Keep it simple - Use multi-level categorization - Use categorization for reporting
The basis for value creation including both resources and capabilities
The process to ensure that the level of availability in services needs agrees with the required needs

42. What are the basic concepts of Access Management?
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
Access - Identity - Rights - Service or Service Groups - Directory Services
A customer requirement for an aspect of an IT service

43. What are the two types of Service Catalogues?
It takes inputs and turn them into outputs.
1. Business Service Catalogue 2. Technical Service Catalogue.
Pattern of Business Activity (PBA)
- 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

44. What is an Event?
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!
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service

45. What is a Process Owner's responsibility?
Pattern of Business Activity (PBA)
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 be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Keep it simple - Use multi-level categorization - Use categorization for reporting

46. What is the RACI matrix?
Problem that has a documented root cause and workaround
Value of Investment
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

47. SLM
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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.
Qualitative and Quantitative
Service Level Management

48. What is the objective of Service Strategy
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

49. What are the objectives of Service Operation?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Access - Identity - Rights - Service or Service Groups - Directory Services
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- 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

50. DIKW
Data - Information - Knowledge - Wisdom
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A structured set of activities designed to accomplish a specific objective.