ITIL

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. Describe the Information Security Management process.
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.
Services that provide customer with wanted business outcomes.
Addition - modification - removal of anything that could have an effect on IT services
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)


2. What is the Service Owner's responsibility?
Accountable for the delivery of a specific service.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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


3. What is a basline measurement?
Request for Change
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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.


4. What is the purpose of Request Fulfillment?

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5. What is the purpose of Availability Management process?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Addition - modification - removal of anything that could have an effect on IT services
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


6. What is the scope of Service Strategy??

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7. What is the scope of Continual Service Improvement??
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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.
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 -
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


8. A workload profile is also referred to as?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Pattern of Business Activity (PBA)
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


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

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10. What are the objectives of Application Management?

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11. What are the three types of Service Providers??
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
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
Internal Service Provider - Shared Service Unit - External Service Provider
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed


12. Define Patterns of Business Activity (PBA)?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


13. What is a known error?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Is responsible for managing applications through their lifecycle
Problem that has a documented root cause and workaround
Configuration Management System


14. CAB
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Change Advisory Board
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


15. What is the Service Design phase?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
The phase that turns service strategy into a plan for delivering the business outcomes.
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


16. SLM
Fit for purpose-the functionality of a product or service to meet a particular need.
Service Level Management
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.
Includes management of the component lifecycle of every CI (config item)


17. What levels are baselines established at?

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18. What actvities does Business Relationship Management Activities refer to?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
It's he process responsible for managing the lifecycle of all service requests from users


19. What are the Change Types?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
- 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
Similar to incident model - For problems that have an expensive solution
The process that supports the Business Continuity Management process by managing risks that could affect services.


20. What are the two types of Service Catalogues?
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
1. Business Service Catalogue 2. Technical Service Catalogue.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


21. What is a major incident?
Information Communication Technology
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.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
To plan - schedule & control the build - test & deployment of releases


22. What is the purpose of Business Relationship Management??
Strategic - Tactical - Operational - Commodity
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The process to ensure that the level of availability in services needs agrees with the required needs


23. What is the Business Value of Service Strategy?
1) Quality Service 2) Cost-effective Services
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.
It defines performance and the alignment of IT services with the business.
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.


24. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
To provide a balanced view of overall service
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
1) Quality Service 2) Cost-effective Services


25. What is the scope of the Service Asset & Config Management (SACM) process?
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Strategic - Tactical - Operational - Commodity
Includes management of the component lifecycle of every CI (config item)
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.


26. When do you conduct a major problem review?
After closure and it is linked to major incident review
Return on Investment
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


27. What is the Service Knowledge Management System (SKMS)?
- Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service - Minimize impact of service outages on day-to-day business activities - Ensure access to agreed IT services is only provided to those authorized
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Used to store and manage knowledge - info and data.


28. What is the configuration baseline?
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
Definitive Media Library
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
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.


29. A capability is an _________________
intangible asset
Application support
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.
All services under development - growth and Outlook.


30. Detail the Process Owner's responsibilities
Critical Success Factor
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
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
It comes from providing context to data - Who? - What? - When? - Where?


31. Name the characteristics of value
To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment - plus ongoing support and improvements
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features


32. ROI
Return on Investment
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Service Level Agreement
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


33. What is a Capability?
- Budgeting - Accounting - Charging (Billing)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.


34. CSF
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Critical Success Factor
Key Performance Indicator
Is a notification that a threshold has been reached - something has changed - or a failure has occured


35. What is the CSI approach?

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36. What is the purpose of Service Design??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
To plan - schedule & control the build - test & deployment of releases
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


37. What is the scope of Access Management?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Executing the policies in information security management
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes


38. What are the objectives of the Service Level Management process?
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 -
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.


39. What are the five stages of the Service Lifecycle?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Service Asset and Configuration Management
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement


40. What is the purpose of ITIL Core Publications?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Keep it simple - Use multi-level categorization - Use categorization for reporting
To provide best practice guidance to all types of organizations.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team


41. What is the purpose of IT Operations Management?
Governs the org's approach to Information Security Management
The process that obtains value for money from suppliers.
Pattern of Business Activity (PBA)
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


42. What are the three Service Design Agreements?

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43. What are the Service Transition processes??
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
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)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support


44. What is the purpose of Service Transition?
Includes management of the component lifecycle of every CI (config item)
IT Service Management
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
- Vendor neutral - Non prescriptive - Best practice


45. What are the four Service Operation functions?
Functional requirements - SLAs - benefits and design constraints
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
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk


46. What is the content of a Business Case?
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
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.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


47. What are four Service Level Agreement Frameworks??
- New service - Major change to service - Removal of service - Changes to the SDP itself
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
A service asset that needs to be managed to deliver a service
Access - Identity - Rights - Service or Service Groups - Directory Services


48. What is the purpose of Problem Management?
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 -
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Everyone except for Type III service providers (third parties)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


49. What is the business value of 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
Service Portfolio - Configuration Management System (CMS) - Definitive Media Library (DML) - Service Level Agreements (SLA's) - Operational Level Agreements (OLA's) - Info Security Policy - Budgets - Cost Models - Continual Service Improvement CSI R
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Assets such as server licenses and software licenses.


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

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