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. OLA
Operation Level Agreement
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Change Advisory Board
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


2. DIKW
Used to store and manage knowledge - info and data.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Data - Information - Knowledge - Wisdom
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution


3. What processes does the Change Management process interface with?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Functional requirements - SLAs - benefits and design constraints


4. What is the configuration baseline?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.
Accountable for the delivery of a specific service.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities


5. What are the objectives of the Service Level Management process?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To plan - schedule & control the build - test & deployment of releases
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
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)


6. PBA
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
Pattern of Business Activity
Executing the policies in information security management
Includes management of the component lifecycle of every CI (config item)


7. What are Change Management Activities?
Service Desk - Technical management - IT Operation Management - Application Management
The process to ensure that the level of availability in services needs agrees with the required needs
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach


8. ITIL
Information Technology Infrastructure Library
Services that provide customer with wanted business outcomes.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


9. What is the CSI register?
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.
Supplier and Contract Management Information System
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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.


10. What is Vital Business Functions?
1) Utility 2) Warranty
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Information Technology Infrastructure Library
A function that reflects the part of business process that is critical to success of business


11. What is the purpose of Application Management?
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
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Is responsible for managing applications through their lifecycle


12. What are two kinds of IT Services?
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.)
A set of discrete facts
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
Action taken to recover after a failed change or release.


13. What is the purpose of the Release & Deployment Management process?
Everyone except for Type III service providers (third parties)
To plan - schedule & control the build - test & deployment of releases
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.)
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


14. What do Change Models have?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Keep it simple - Use multi-level categorization - Use categorization for reporting


15. What is availability?
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
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
Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability - Maintainability - Serviceability - Performance and Security.
The services themselves - Service management processes - Technology (management of infrastructure) - People


16. What is a Service Request?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Single Point Of Contact
To provide a single source of information on all operational and ready for production services.
Is a request from a user for info - advice - standard change - or access to an IT service


17. SLM
- 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
Service Level 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 -
Problem that has a documented root cause and workaround


18. What is the purpose of the Transition Planning & Support process?
Information Communication Technology
The ability to detect events - make sense of them and determine right control action
Provide overall planning for service transition and coordinate resources required for it
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.


19. KEDB
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Known Error Database
To provide a single source of information on all operational and ready for production services.
Critical Success Factor


20. What is the Information Security Policy?

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21. What is the business value of Continual Service Improvement?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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
Tp provide the right for users to be able to use a service or group of services
Is a request from a user for info - advice - standard change - or access to an IT service


22. What are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
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.)
Define steps required to restore business process following disruption


23. What is ITIL?
- Manage access - Respond to requests for granting access - Oversee access
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A set of best practice publications for IT service management
Service Level Agreement


24. What is IT Service 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.
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
The implementation and management of IT services that meet the needs of the business.
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


25. What is the Process Manager's responsibility?
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To be accountable for the operational management of the process.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer


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

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27. What is a Business Continuity Plan?
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
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Provide overall planning for service transition and coordinate resources required for it
Define steps required to restore business process following disruption


28. RFC
It can improve utility and warranty of services incresing value.
Request for Change
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 -
Value of Investment


29. What is the definition of Service Level Requirements?
Service Asset and Configuration Management
A customer requirement for an aspect of an IT service
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
Define steps required to restore business process following disruption


30. CMS
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Configuration Management System
1) Preferences 2) Past experiences 3) Communications


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

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32. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
To control lifecycle of all changes to be made with minimal disruption to services
Set of responsibilities - activities and authorities granted to a person or a team.
Is a request from a user for info - advice - standard change - or access to an IT service


33. What is Data?
A set of discrete facts
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
It covers: - design - implementation - measurement -management -improvement of service and component availability
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.


34. What levels are baselines established at?

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35. What is a Change Proposal?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
A formal proposal for major changes that involve high cost - risk or org. impact.
It can identify weaknesses or areas of improvements.
Request for Change


36. What are KPI's?
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)
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Known Error Database
Services that provide customer with wanted business outcomes.


37. What is the scope of Event Management?

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38. What is the scope of Access Management?
- New service - Major change to service - Removal of service - Changes to the SDP itself
It takes inputs and turn them into outputs.
Executing the policies in information security management
A service asset that needs to be managed to deliver a service


39. What is the purpose of Event Management?
A structured set of activities designed to accomplish a specific objective.
The ability to detect events - make sense of them and determine right control action
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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


40. What is the purpose of Access Management?
1. Business Service Catalogue 2. Technical Service Catalogue.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Tp provide the right for users to be able to use a service or group of services
Service Knowledge Management System


41. What is the scope of the Capacity Management process?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
It can identify weaknesses or areas of improvements.
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.


42. What is the purpose of the Knowledge Management process?
Critical Success Factor
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Share perspectives - ideas - experience & info to enable informed decisions
It takes inputs and turn them into outputs.


43. What are the ISM concepts?
Action taken to recover after a failed change or release.
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Change Advisory Board
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


44. Describe the Service Catalogue Management process.
Used to store and manage knowledge - info and data.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To provide and maintain a single source of info on all operational and ready to be introduced services
IT Service Management


45. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Business Continuity Plan
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.


46. What is Service Assets?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- 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
The basis for value creation including both resources and capabilities
To provide a balanced view of overall service


47. What are the Service Strategy processes and functions?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan


48. What are the the 4 P's in Service Design?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
- 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
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
Emergency Change Advisory Board


49. 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
To provide best practice guidance to all types of organizations.
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
After closure and it is linked to major incident review


50. What are the supplier categories??
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Service Asset and Configuration Management
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Strategic - Tactical - Operational - Commodity