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. What is Service Management?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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)
Pattern of Business Activity


2. BIA
Functional requirements - SLAs - benefits and design constraints
Business Impact Analysis
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.
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.


3. What is a Service Pipeline?
Business Impact Analysis
All services under development - growth and Outlook.
Functional requirements - SLAs - benefits and design constraints
Service Level Agreement


4. ITIL
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
A group of people - tools and resources used to carry out a process activity.
Information Technology Infrastructure Library


5. What is the CSI register?
A function that reflects the part of business process that is critical to success of business
A service asset that needs to be managed to deliver a service
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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


6. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
Application support
- 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.


7. What are the phases of Release & Deployment?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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)
Critical Success Factor


8. What processes are related to of Service Operation??
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.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Incident management - Problem management - Event management - Request Fulfillment - Access Management
To be accountable for the operational management of the process.


9. What are the three Service Design Agreements?

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10. What is the business value of Service Operation?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
This is where the customer sees the actual value of the services
- Manage access - Respond to requests for granting access - Oversee access


11. What is an Alert?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
- Budgeting - Accounting - Charging (Billing)
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.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


12. What are the Service Strategy processes and functions?
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
After closure and it is linked to major incident review
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A set of best practice publications for IT service management


13. How is risk measured?
Is a request from a user for info - advice - standard change - or access to an IT service
Change Advisory Board
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


14. What is the purpose of the Service Asset & Config Management (SACM) process?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
Ensure assets required to deliver service are controlled and info is available for them
The basis for value creation including both resources and capabilities


15. ICT
By enhancing the performance of tasks and reducing the effect of constraints.
Information Communication Technology
Critical Success Factor
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 -


16. What is Warranty?
Service Desk - Technical management - IT Operation Management - Application Management
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.


17. Detail the Service Owner's repsonsibility.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Business Continuity Plan
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
The process in which goals and objectives of service design stage are met


18. What are the ITSCM process activities??
1) Core Publications 2) Complimentary Guidance
Fit for purpose-the functionality of a product or service to meet a particular need.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Services that provide customer with wanted business outcomes.


19. What are the two types of customers?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Speeds up resolution - Concern of data quality
Single Point Of Contact


20. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
A set of best practice publications for IT service management
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.
To provide and maintain a single source of info on all operational and ready to be introduced services


21. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
A set of activities to accomplish an objective.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts


22. What is Utilitiy?

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23. What is a Role?
It can identify weaknesses or areas of improvements.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Set of responsibilities - activities and authorities granted to a person or a team.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


24. What are the phases of the ITIL Service Lifecycle?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- Release & Deployment - Transition Planning & Support
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity


25. What is a Service Request?
Share perspectives - ideas - experience & info to enable informed decisions
Any event which disrupts - or which could disrupt - a service
A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service.
Is a request from a user for info - advice - standard change - or access to an IT service


26. What are the objectives of Availability Management process?
Define steps required to restore business process following disruption
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Manage access - Respond to requests for granting access - Oversee access
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


27. What is a major incident?
To provide and maintain a single source of info on all operational and ready to be introduced services
Services that provide customer with wanted business outcomes.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Lifecycle wide process and relevant to all lifecycles


28. Resources are _____
Tangible assets
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
- 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 plan - schedule & control the build - test & deployment of releases


29. What is the purpose of Business Relationship Management??
IT Service Management
The level to which the service meets a customer's expectation.
Emergency Change Advisory Board
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


30. What is Value?

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31. What is a problem?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Emergency Change Advisory Board
The underlying cause of one or more failures
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)


32. What is the definition of Service Improvement Plan?
- 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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Lifecycle wide process and relevant to all lifecycles
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.


33. What is a Service Portfolio?
A set of responsibilities defined in a process and assigned to a person or team.
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.
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
Information Communication Technology


34. What is governance and what does it do?

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35. How do you escalate an incident?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules


36. What is the Service Owner's responsibility?
Governs the org's approach to Information Security Management
A group of people and the tools they use to perform one or more processes or activities.
Everyone except for Type III service providers (third parties)
Accountable for the delivery of a specific service.


37. What processes does the Change Management process interface with?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
Used to store and manage knowledge - info and data.


38. What is a Capability?
The level to which the service meets a customer's expectation.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.


39. What is the purpose of Continual Service Improvement?
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 align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Design - testing - improvements of CI's


40. What are the seven steps to improvement?
A set of responsibilities defined in a process and assigned to a person or team.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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
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


41. What is the Business Value of Service Design?
Fit for purpose-the functionality of a product or service to meet a particular need.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A group of people and the tools they use to perform one or more processes or activities.
1) Quality Service 2) Cost-effective Services


42. What is the purpose of Problem Management?
Everyone except for Type III service providers (third parties)
- 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
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented


43. What is a basline measurement?
The level to which the service meets a customer's expectation.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It's he process responsible for managing the lifecycle of all service requests from users
Information Communication Technology


44. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
To provide a balanced view of overall service
Share perspectives - ideas - experience & info to enable informed decisions


45. What is the purpose of Change Management?
To control lifecycle of all changes to be made with minimal disruption to services
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
It comes from providing context to data - Who? - What? - When? - Where?


46. What is a Change Proposal?
A formal proposal for major changes that involve high cost - risk or org. impact.
It defines performance and the alignment of IT services with the business.
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)
To provide and maintain a single source of info on all operational and ready to be introduced services


47. What is the scope of Event Management?

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48. BCM
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Value of Investment
Business Continuity Management
Service Desk - Technical management - IT Operation Management - Application Management


49. VBF
Vital Business Function
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


50. What is the definition of a Service Review?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.