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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. ROI
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
Is responsible for managing applications through their lifecycle
It can identify weaknesses or areas of improvements.
Return on Investment

2. What is Information?
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
A service provided by an IT service provider made up of a combination of IT - people and processes.
It comes from providing context to data - Who? - What? - When? - Where?
Design - testing - improvements of CI's

3. What is the scope of the Release & Deployment Management process?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It comes from providing context to data - Who? - What? - When? - Where?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
1) Customer Perception 2) Customer Preference 3) Business Outcomes

4. What activities support Continual Service Improvement?
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
Services that provide customer with wanted business outcomes.
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- 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

5. What are two levels of availability?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
To provide a balanced view of overall service
A structured set of activities designed to accomplish a specific objective.
Ownership regardless of escalation remains with the service desk

6. What is the business value of Service Transition?
Align new/changed services with business requirements - Maximize value to the business operations
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Assets such as server licenses and software licenses.

7. What is Utilitiy?

8. What is Change Advisory Board (CAB)?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Governs the org's approach to Information Security Management
The process in which goals and objectives of service design stage are met
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

9. External Service Provider
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
A service provider which functions within the business units they server.
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

10. What are the objectives of the Capacity Management process?
A set of activities to accomplish an objective.
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
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.
Everyone except for Type III service providers (third parties)

11. What is the purpose of the IT Service Continuity Management (ITSCM) process?
It defines performance and the alignment of IT services with the business.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.

12. A workload profile is also referred to as?
Speeds up resolution - Concern of data quality
Pattern of Business Activity (PBA)
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Continual Service Improvement

13. What is the purpose of Service Transition?
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
Pattern of Business Activity (PBA)
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

14. What is the scope of Service Strategy??

15. What are the processes related to Service Design?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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.

16. What are the objectives of Application Management?

17. ITIL
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A set of discrete facts
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Information Technology Infrastructure Library

18. SPOC
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Single Point Of Contact
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 -
Data - Information - Knowledge - Wisdom

19. CMS
Align new/changed services with business requirements - Maximize value to the business operations
Service Knowledge Management System
Configuration Management System
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures

20. 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.
Internal Service Provider - Shared Service Unit - External Service Provider
Define steps required to restore business process following disruption
The system used to collect and manage Config Items (CI's)

21. What is the Process Manager's responsibility?
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)
To be accountable for the operational management of the process.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

22. What is the purpose of the Knowledge Management process?
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.
Share perspectives - ideas - experience & info to enable informed decisions
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
Includes management of the component lifecycle of every CI (config item)

23. UC
Inputs - Outputs - Activities - Measurements - Roles
Underpinning Contract
- Vendor neutral - Non prescriptive - Best practice
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!

24. Describe the Design Coordination process.
A service provider which functions within the business units they server.
A group of people - tools and resources used to carry out a process activity.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
The process in which goals and objectives of service design stage are met

25. Who are the Key Stakeholders?
The process that obtains value for money from suppliers.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.

26. What are the components of value?
Tp provide the right for users to be able to use a service or group of services
1) Customer Perception 2) Customer Preference 3) Business Outcomes
To provide and maintain a single source of info on all operational and ready to be introduced services
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

27. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
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)
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

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

29. What is a Process?
- Capability constraints - Resource constraints - Utility constraints - And more...
A set of activities to accomplish an objective.
Responsible - Accountable - Consult - Inform
To be accountable for the operational management of the process.

30. What are the Incident Management activities??
Is responsible for managing applications through their lifecycle
Business Continuity Plan
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 -
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design

31. What levels are baselines established at?

32. What are the seven steps to improvement?
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
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
- Vendor neutral - Non prescriptive - Best practice
1) Quality Service 2) Cost-effective Services

33. What are the objectives of the Service Level Management process?
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained

34. CI
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.
Configuration Item
Known Error Database
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

35. What is the scope of the Service Asset & Config Management (SACM) process?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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
Includes management of the component lifecycle of every CI (config item)
Service Level Agreement

36. What are the ITSCM process activities??
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Addition - modification - removal of anything that could have an effect on IT services
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
A formal proposal for a change

37. What is the Known Error Database (KEDB)?
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
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
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
Similar to incident model - For problems that have an expensive solution

38. What are some Service Level Management Activities?
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
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
By enhancing the performance of tasks and reducing the effect of constraints.
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

39. Describe the Capacity Management process.
Configuration Management System
1) Core Publications 2) Complimentary Guidance
Request for Change
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

40. What topics are covered in Service Strategy?
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A function that reflects the part of business process that is critical to success of business
Everyone except for Type III service providers (third parties)
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy

41. What are the objectives of Service Transition?
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.)
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
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

42. What is a Service?
An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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.
Access - Identity - Rights - Service or Service Groups - Directory Services

43. What is the purpose of Service Strategy?

44. What is the scope of the Transition Planning & Support process?
Strategic - Tactical - Operational - Commodity
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
It covers: - design - implementation - measurement -management -improvement of service and component availability
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

45. Describe the IT Service Continuity Management process.
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Business Continuity Plan
The process that supports the Business Continuity Management process by managing risks that could affect services.
The process that obtains value for money from suppliers.

46. What is a Problem Model??
Is responsible for managing applications through their lifecycle
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
Similar to incident model - For problems that have an expensive solution
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...

47. What is the scope of Event Management?

48. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
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
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
Functional requirements - SLAs - benefits and design constraints

49. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Single Point Of Contact
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

50. What is the purpose of Access Management?
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
Tp provide the right for users to be able to use a service or group of services
A group of people - tools and resources used to carry out a process activity.
Qualitative and Quantitative