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ITIL
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certifications
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itil
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it-skills
Instructions:
Answer 50 questions in 15 minutes.
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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 the purpose of Availability Management process?
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
To provide best practice guidance to all types of organizations.
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
2. CSF
Fit for Purpose - The functionality of a product or service from a customer's perspective.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Critical Success Factor
Provide overall planning for service transition and coordinate resources required for it
3. KPI
The basis for value creation including both resources and capabilities
Assets such as server licenses and software licenses.
A set of activities to accomplish an objective.
Key Performance Indicator
4. What is the scope of Access Management?
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
Executing the policies in information security management
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
- 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
5. What is risk?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Speeds up resolution - Concern of data quality
- Release & Deployment - Transition Planning & Support
- 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
6. What is the scope of the Transition Planning & Support process?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
- 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
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Configuration Management Database
7. What is the Business Value of Service Strategy?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Access - Identity - Rights - Service or Service Groups - Directory Services
It defines performance and the alignment of IT services with the business.
Includes management of the component lifecycle of every CI (config item)
8. What are the objectives of Request Fulfillment?
Strategic - Tactical - Operational - Commodity
A service provider which functions within the business units they server.
- 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
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.
9. DIKW
Ensure assets required to deliver service are controlled and info is available for them
Data - Information - Knowledge - Wisdom
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Used to store and manage knowledge - info and data.
10. What are the objectives of Problem 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.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
11. What is the purpose of Service Strategy?
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
12. Describe the Availability Management process.
Service Asset and Configuration Management
IT Service 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.
The process to ensure that the level of availability in services needs agrees with the required needs
13. What is ITIL?
The process in which goals and objectives of service design stage are met
A set of best practice publications for IT service management
Information Communication Technology
- 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
14. What is a Config Item (CI)?
Emergency Change Advisory Board
A service asset that needs to be managed to deliver a service
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Any event which disrupts - or which could disrupt - a service
15. What is the purpose of the Knowledge Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
Share perspectives - ideas - experience & info to enable informed decisions
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 -
Problem that has a documented root cause and workaround
16. Describe the Service Level Management process.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
A service provider which functions within the business units they server.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Supplier and Contract Management Information System
17. What is the Process Practitioner's responsibility?
Up to each org to decide which service requests it will handle
Carry out one or more process activities
To provide best practice guidance to all types of organizations.
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
18. What are the design constraints for a service?
- Capability constraints - Resource constraints - Utility constraints - And more...
Change Advisory Board
The underlying cause of one or more failures
To provide a single source of information on all operational and ready for production services.
19. What is the scope of the Release & Deployment Management process?
Includes management of the component lifecycle of every CI (config item)
- Change Management - Service Asset & Config Management - Knowledge Management
Services that are no longer available.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
20. What is a workaround?
The implementation and management of IT services that meet the needs of the business.
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A group of people and the tools they use to perform one or more processes or activities.
21. How do you categorize an incident?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Keep it simple - Use multi-level categorization - Use categorization for reporting
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 are the components of value?
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
Single Point Of Contact
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
23. What is the UC?
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.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Strategic - Tactical - Operational - Commodity
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
24. What are the objectives of the Capacity Management process?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
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
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
25. What is Utilitiy?
Executing the policies in information security management
- Vendor neutral - Non prescriptive - Best practice
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
26. What is Remediation Planning?
Pattern of Business Activity
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
Action taken to recover after a failed change or release.
Request for Change
27. What does a process do?
It takes inputs and turn them into outputs.
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...
Identify - control - record - report - audit - verify services and config items (CI's) - Identify - control assets - Account for - manage - protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by provid
A customer requirement for an aspect of an IT service
28. What Service Transition processes primarily support the Service Transition phase?
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
- Release & Deployment - Transition Planning & Support
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.
29. What is the scope of Continual Service Improvement??
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
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
30. What are the two primary elements of value?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Utility 2) Warranty
Application support
31. What is Information?
It comes from providing context to data - Who? - What? - When? - Where?
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Request for Change
Design - testing - improvements of CI's
32. What is a Change Proposal?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier 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.
A formal proposal for major changes that involve high cost - risk or org. impact.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
33. What is the scope of Service Strategy??
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
- Budgeting - Accounting - Charging (Billing)
- 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
The basis for value creation including both resources and capabilities
34. What are the objectives of the Knowledge Management process??
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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
Return on Investment
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
35. What is the Deming Cycle?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
- Budgeting - Accounting - Charging (Billing)
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.
A group of people - tools and resources used to carry out a process activity.
36. What is the scope of the Service Design phase?
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Data - Information - Knowledge - Wisdom
37. What is the scope of Availability Management process?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
It covers: - design - implementation - measurement -management -improvement of service and component availability
- Release & Deployment - Transition Planning & Support
To provide a single source of information on all operational and ready for production services.
38. What is the Configuration Management System (CMS)?
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
A set of responsibilities defined in a process and assigned to a person or team.
The system used to collect and manage Config Items (CI's)
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.
39. What is a Service Catalogue?
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
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
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.
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 -
40. What are the objectives of the Transition Planning & Support process?
Plan and coordinate resources - Coordinate activities across projects - suppliers - service teams - Establish new or modified management info systems - Ensure all parties adopt common framework of re-usable processes - And more...
A 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.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
41. What are the Service Transition processes??
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se
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
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
Service Desk - Technical management - IT Operation Management - Application Management
42. What is an Outcome?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Configuration Management Database
To control lifecycle of all changes to be made with minimal disruption to services
The result of an activity following a process or the delivery of a service.
43. What are the objectives of Access Management?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
Fit for purpose-the functionality of a product or service to meet a particular need.
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)
- Manage access - Respond to requests for granting access - Oversee access
44. Shared Services Unit
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
Design - testing - improvements of CI's
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.
Functional requirements - SLAs - benefits and design constraints
45. What do Change Models have?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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
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.
Definitive Media Library
46. What is the CSI register?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Pattern of Business Activity
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
47. What is Request for Change (RFC)?
A formal proposal for a change
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
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
48. What is the purpose of the even steps to improvement?
Strategic - Tactical - Operational - Commodity
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Information Technology Infrastructure Library
49. Describe the Design Coordination process.
To provide a balanced view of overall service
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
The process in which goals and objectives of service design stage are met
50. CMDB
1) Exception Events (a user attempts to logon to app with incorrect password - unusual situation in a process that may indicate an exception - a device's CPU is above acceptable use rate - PC Scan reveals installation of unauthorized softw.) 2) Warni
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A set of best practice publications for IT service management
Configuration Management Database
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