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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. What is the purpose of ITIL Complementatry Guidance?
The system used to collect and manage Config Items (CI's)
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.

2. What is the purpose of Continual Service Improvement?
Inputs - Outputs - Activities - Measurements - Roles
Key Performance Indicator
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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

3. What is a Service Portfolio?
It comes from providing context to data - Who? - What? - When? - Where?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Configuration Management System
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.

4. What are the objectives of the Capacity Management process?
1) Preferences 2) Past experiences 3) Communications
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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

5. Detail the Service Owner's repsonsibility.
Business Impact Analysis
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
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
Request for Change

6. RFC
Vital Business Function
Request for Change
Configuration Item
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

7. What is the role of technical management?
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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.
- 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
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

8. What are the Service Strategy processes and functions?
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)
IT Service Management
To provide a balanced view of overall service
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

9. What is the Known Error Database (KEDB)?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Strategic - Tactical - Operational - Commodity
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Includes the processes - systems & functions to package - build - test and deploy a release in live use

10. What is the scope of Access Management?
Ensure assets required to deliver service are controlled and info is available for them
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Executing the policies in information security management
A set of activities to accomplish an objective.

11. What is the Process Practitioner's responsibility?
Information Communication Technology
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
Carry out one or more process activities
A customer requirement for an aspect of an IT service

12. What are the phases of the ITIL Service Lifecycle?
Ownership regardless of escalation remains with the service desk
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
It covers: - design - implementation - measurement -management -improvement of service and component availability

13. VOI
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Value of Investment
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
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

14. VBF
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
Information Technology Infrastructure Library
Vital Business Function

15. Describe the IT Service Continuity Management process.
The process that supports the Business Continuity Management process by managing risks that could affect services.
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
Set of responsibilities - activities and authorities granted to a person or a team.
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 the purpose of Business Impact Analysis (BISA?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
It's he process responsible for managing the lifecycle of all service requests from users
Known Error Database
To quantify the impact to the business that loss of service would have

17. What is the relationship between Incidents and Problems?
The phase that turns service strategy into a plan for delivering the business outcomes.
- Manage access - Respond to requests for granting access - Oversee access
Incidents never become problems. They co-exist
Service Asset and Configuration Management

18. What is availability?
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.
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.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.

19. ECAB
It takes inputs and turn them into outputs.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The ability to detect events - make sense of them and determine right control action
Emergency Change Advisory Board

20. What is the definition of Service Level Requirements?
A customer requirement for an aspect of an IT service
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
Business Impact Analysis
The process to ensure that the level of availability in services needs agrees with the required needs

21. What are two availability management activities?
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

22. How do you prioritize an incident?
A combination of urgency and impact - Urgency: how quickly the business needs resolution - Impact: How many services affected - how many users affected - effect on business reputation
1) Preferences 2) Past experiences 3) Communications
- New service - Major change to service - Removal of service - Changes to the SDP itself
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

23. What is the Information Security Policy?

24. What are the objectives of Request Fulfillment?
Assets such as server licenses and software licenses.
The process to ensure that the level of availability in services needs agrees with the required needs
Accountable for the delivery of a specific service.
- 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

25. What is the purpose of Access Management?
Tp provide the right for users to be able to use a service or group of services
Everyone except for Type III service providers (third parties)
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)
To provide a balanced view of overall service

26. ITIL
ensuer goals of service design stage are met with single point of coordination within this stage
Is responsible for managing applications through their lifecycle
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
Information Technology Infrastructure Library

27. What is a Problem Model??
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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
Similar to incident model - For problems that have an expensive solution
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

28. What is a Service Pipeline?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
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
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 -
All services under development - growth and Outlook.

29. ITSM
IT Service Management
Tangible assets
- 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 Strategy - Demand Management - Service Portfolio Management - and Financial Management

30. What is an incident?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
This is where the customer sees the actual value of the services
The underlying cause of one or more failures
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

31. Describe the Availability Management process.
The process to ensure that the level of availability in services needs agrees with the required needs
Key Performance Indicator
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Service Desk - Technical management - IT Operation Management - Application Management

32. What is the purpose of the Release & Deployment Management process?
Value of Investment
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
To plan - schedule & control the build - test & deployment of releases
A set of responsibilities defined in a process and assigned to a person or team.

33. What types of metrics are there and what are they??

34. What is the purpose of the Knowledge Management process?
- Change Management - Service Asset & Config Management - Knowledge Management
Share perspectives - ideas - experience & info to enable informed decisions
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) - Conduct maturity assessments - Conduct internal audits (employee & process compliance) - Review existing deliverab

35. What is a Business Continuity Plan?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
A formal proposal for major changes that involve high cost - risk or org. impact.
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

36. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
Key Performance Indicator
Assets such as server licenses and software licenses.
This is where the customer sees the actual value of the services

37. What should an incident model include??
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
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
The process that supports the Business Continuity Management process by managing risks that could affect services.
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

38. What is ITIL?
A set of best practice publications for IT service management
Agreement between an IT service provider and another part of same organization that assists with service provision
A set of activities to accomplish an objective.
Key Performance Indicator

39. What is a benefit of a RACI matrix?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
It can identify weaknesses or areas of improvements.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

40. What is the purpose of IT Operations Management?
Business Continuity Plan
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
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
A set of activities to accomplish an objective.

41. What is Information?
It comes from providing context to data - Who? - What? - When? - Where?
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) 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)
It covers: - design - implementation - measurement -management -improvement of service and component availability

42. What processes does the Change Management process interface with?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Key Performance Indicator
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

43. What is a Capability?
Change Advisory Board
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
1) Preferences 2) Past experiences 3) Communications
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

44. What is a Role?
A set of responsibilities defined in a process and assigned to a person or team.
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
Total Cost of Ownership
It's he process responsible for managing the lifecycle of all service requests from users

45. What is the scope of the Capacity Management process?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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 best practice publications for IT service management

46. What is the scope of Service Operation??
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
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
The services themselves - Service management processes - Technology (management of infrastructure) - People

47. ROI
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Ongoing delivery meet agreed customer requirements - Understand and translate customer requirements - Communication with customer for inquiries and issues - Identify opportunities for service improvements - Liaising with process owners - Gather and a
A set of discrete facts
Return on Investment

48. What are the five aspects of Service Design?
Known Error Database
- New service - Major change to service - Removal of service - Changes to the SDP itself
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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)

49. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
Financial Management - Availability Management - Capacity Management - IT Service Continuity Management - Service Level Management - Change Management - Configuration Management - Release and Deployment Management - Knowledge Management - Seven Step
1) Preferences 2) Past experiences 3) Communications
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

50. What are Change Management Activities?
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Is a request from a user for info - advice - standard change - or access to an IT service