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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 should an incident model include??
Total Cost of Ownership
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
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

2. What is Remediation Planning?
The implementation and management of IT services that meet the needs of the business.
Action taken to recover after a failed change or release.
Change Advisory Board
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.

3. BCM
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Tp provide the right for users to be able to use a service or group of services
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.
Business Continuity Management

4. PBA
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
It can identify weaknesses or areas of improvements.
A function that reflects the part of business process that is critical to success of business
Pattern of Business Activity

5. What is Vital Business Functions?
- 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
A function that reflects the part of business process that is critical to success of business
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Known Error Database

6. What is an IT Service?
A service provided by an IT service provider made up of a combination of IT - people and processes.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Define steps required to restore business process following disruption
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.

7. What is the scope of the Transition Planning & Support process?
Strategic - Tactical - Operational - Commodity
Return on Investment
To quantify the impact to the business that loss of service would have
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

8. What are the the 4 P's in Service Design?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A service provider which functions within the business units they server.
Tp provide the right for users to be able to use a service or group of services
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

9. Detail the Service Owner's repsonsibility.
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
A group of people and the tools they use to perform one or more processes or activities.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A formal proposal for major changes that involve high cost - risk or org. impact.

10. What is the scope of the seven steps to improvement?
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
The phase that turns service strategy into a plan for delivering the business outcomes.
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...
intangible asset

11. What influences the expected service?
1) Preferences 2) Past experiences 3) Communications
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Up to each org to decide which service requests it will handle
Problem that has a documented root cause and workaround

12. What are the five stages of the Service Lifecycle?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
A role is defined in a process or function.

13. What is Data?
A set of discrete facts
Definitive Media Library
Access - Identity - Rights - Service or Service Groups - Directory Services
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

14. How is the Service Design Package used?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A formal proposal for a change
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Definitive Media Library

15. What are the 4 levels of service provision expectations?

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16. What are CSF's?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
It takes inputs and turn them into outputs.
A set of discrete facts
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

17. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Is a request from a user for info - advice - standard change - or access to an IT 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
Service Level Agreement
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

18. What is technical management?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Quality Service 2) Cost-effective Services
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

19. Describe the Service Catalogue Management process.
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.
To provide and maintain a single source of info on all operational and ready to be introduced services
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

20. What is the CSI approach?

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21. What are the objectives of Continual Service Improvement??
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Definitive Media Library
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
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

22. What is the scope of the Service Design phase?
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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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
Includes management of the component lifecycle of every CI (config item)

23. What is the Configuration Management System (CMS)?

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24. Internal Service Provider
Definitive Media Library
A service provider which functions within the business units they server.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Single Point Of Contact

25. What cycles are associated with budgeting - accounting - charging?
The result of an activity following a process or the delivery of a service.
Service Level Management
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.)

26. Resources are _____
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
A set of activities to accomplish an objective.
Tangible assets

27. What is the business value of Service Transition?
Speeds up resolution - Concern of data quality
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Align new/changed services with business requirements - Maximize value to the business operations
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.)

28. What is an Outcome?
The ability to detect events - make sense of them and determine right control action
Lifecycle wide process and relevant to all lifecycles
The result of an activity following a process or the delivery of a service.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

29. Name the characteristics of value
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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...

30. SLM
Service Level Management
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Share perspectives - ideas - experience & info to enable informed decisions

31. What activities support Continual Service Improvement?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- 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
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab

32. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
- 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
A role is defined in a process or function.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet

33. Describe the Information Security Management process.
- 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
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
intangible asset
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.

34. What is the purpose of Business Impact Analysis (BISA?
To quantify the impact to the business that loss of service would have
It covers: - design - implementation - measurement -management -improvement of service and component availability
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The overall health if ITSM as a discipline - The continual alignment of the service portfolio with the current and future business needs - The maturity and capability of the org - management - processes and people used by service - Continual improve

35. What is a major incident?
1) Quality Service 2) Cost-effective Services
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
A set of discrete facts
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

36. Technical and Application Management are involved in ___________________

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37. What are the 4 P's in Service Design used for?
Supplier and Contract Management Information System
To provide a balanced view of overall service
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

38. What are the objectives of Incident Management?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- 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
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

39. Who are the Key Stakeholders?
- 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
Speeds up resolution - Concern of data quality
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Includes management of the component lifecycle of every CI (config item)

40. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
- Release & Deployment - Transition Planning & Support

41. What do Change Models have?
To quantify the impact to the business that loss of service would have
A set of activities to accomplish an objective.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Tangible assets

42. What is the definition of a Service Level Agreement Monitoring Chart?
Supplier and Contract Management Information System
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Is a request from a user for info - advice - standard change - or access to an IT service

43. What are the objectives of Access Management?
- 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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- Manage access - Respond to requests for granting access - Oversee access
The system used to collect and manage Config Items (CI's)

44. What are the objectives of the Knowledge Management process??
Change Advisory Board
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Business Continuity Management

45. What is a Service Portfolio?
Provide overall planning for service transition and coordinate resources required for it
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.

46. What is IT Service Management?
- 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
This is where the customer sees the actual value of the services
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 implementation and management of IT services that meet the needs of the business.

47. Describe the Design Coordination process.
The process in which goals and objectives of service design stage are met
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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 provide a balanced view of overall service

48. What is the definition of Service Level Requirements?
Strategic - Tactical - Operational - Commodity
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A customer requirement for an aspect of an IT service
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab

49. What is an Alert?
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Used to store and manage knowledge - info and data.

50. DIKW
Underpinning Contract
By enhancing the performance of tasks and reducing the effect of constraints.
Data - Information - Knowledge - Wisdom
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments