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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 Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
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 service provider which functions within the business units they server.
The underlying cause of one or more failures

2. What does a Release Policy include?
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.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

3. What is availability?
- 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
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.
- 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
Service Level Management

4. What are the two types of Service Catalogues?
Return on Investment
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
1. Business Service Catalogue 2. Technical Service Catalogue.
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider

5. OLA
Access - Identity - Rights - Service or Service Groups - Directory Services
Operation Level Agreement
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Ownership regardless of escalation remains with the service desk

6. What are the objectives of the Release & Deployment Management process?
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 -
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Functional requirements - SLAs - benefits and design constraints
Is a notification that a threshold has been reached - something has changed - or a failure has occured

7. What are the objectives of the Change Management Process?

8. SLM
Service Level Management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Responsible - Accountable - Consult - Inform
Service Asset and Configuration Management

9. How can the impact of risk be measured?
Qualitative and Quantitative
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
The level to which the service meets a customer's expectation.
The ability to detect events - make sense of them and determine right control action

10. What is the purpose of Event Management?
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
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 -
The ability to detect events - make sense of them and determine right control action
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service

11. What is the definition of a Service Review?
1) Quality Service 2) Cost-effective Services
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

12. Describe the Supplier Management process.
The process that obtains value for money from suppliers.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
Known Error Database
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...

13. What processes does Financial Management include?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
- Budgeting - Accounting - Charging (Billing)
Incidents never become problems. They co-exist
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement

14. What are two kinds of IT Services?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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
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.)
Carry out one or more process activities

15. How do you categorize an incident?
Keep it simple - Use multi-level categorization - Use categorization for reporting
Executing the policies in information security management
- New service - Major change to service - Removal of service - Changes to the SDP itself
Ownership regardless of escalation remains with the service desk

16. What Service Transition processes primarily support the Service Transition phase?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
A formal proposal for major changes that involve high cost - risk or org. impact.
- Release & Deployment - Transition Planning & Support

17. What is the Process Manager's responsibility?
Up to each org to decide which service requests it will handle
To be accountable for the operational management of the process.
All services under development - growth and Outlook.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

18. What does process definitions describe??
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Total Cost of Ownership
Inputs - Outputs - Activities - Measurements - Roles
Similar to incident model - For problems that have an expensive solution

19. What are the objectives of IT Operations Management?
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
- 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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
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 Change Advisory Board (CAB)?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
Define steps required to restore business process following disruption
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change

21. What processes does the Change Management process interface with?
Change Advisory Board
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Incidents never become problems. They co-exist
To quantify the impact to the business that loss of service would have

22. What are some Service Level Management Activities?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
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

23. What activities support Continual Service Improvement?
- 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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Inputs - Outputs - Activities - Measurements - Roles
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

24. What are the components of value?
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
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Is responsible for managing applications through their lifecycle
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

25. What is a Process?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
A set of activities to accomplish an objective.
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

26. What is the role of technical management?
Configuration Management System
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
- 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) 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)

27. What is the Known Error Database (KEDB)?
Underpinning Contract
1) Preferences 2) Past experiences 3) Communications
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

28. Who owns an incident?
Ownership regardless of escalation remains with the service desk
Carry out one or more process activities
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Includes management of the component lifecycle of every CI (config item)

29. Internal Service Provider
A set of best practice publications for IT service management
- Custodian of technical knowledge related to managing apps - Provide resources to support service lifecycle - Provide guidance to IT ops about carrying out ops management of apps - Integration of application management lifecycle into service lifecyc
A service provider which functions within the business units they server.
Incident management - Problem management - Event management - Request Fulfillment - Access Management

30. What are the objectives of Application Management?

31. What are Retired Services?
- Budgeting - Accounting - Charging (Billing)
Services that are no longer available.
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!
A role is defined in a process or function.

32. What is the purpose of Business Relationship Management??
Fit for purpose-the functionality of a product or service to meet a particular need.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
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 the Knowledge Management process?
Business Impact Analysis
Lifecycle wide process and relevant to all lifecycles
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Detect all changes of state that have significance to management of a CI or IT service - Determine appropriate control action for events + communication - Provide trigger or entry point for execution of service operation processes - Provide means to

34. What is a Problem Model??
Similar to incident model - For problems that have an expensive solution
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Underpinning Contract
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

35. What are the ISM concepts?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
After closure and it is linked to major incident review
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.

36. What is the purpose of the Release & Deployment Management process?
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 implementation and management of IT services that meet the needs of the business.
To plan - schedule & control the build - test & deployment of releases
Functional requirements - SLAs - benefits and design constraints

37. Describe the Service Catalogue Management process.
To provide and maintain a single source of info on all operational and ready to be introduced services
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Data - Information - Knowledge - Wisdom
Governs the org's approach to Information Security Management

38. What are the objectives of Request Fulfillment?
- 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
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...
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

39. What are the objectives of the Transition Planning & Support process?
- 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
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...
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Internal Service Provider - Shared Service Unit - External Service Provider

40. What are the Service Transition processes??
intangible asset
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
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 -

41. What are four Service Level Agreement Frameworks??
A structured set of activities designed to accomplish a specific objective.
Return on Investment
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

42. When is the Service Design Package created or edited?
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
Action taken to recover after a failed change or release.
Functional requirements - SLAs - benefits and design constraints

43. What are the Service Operation Functions??
Service Strategy - Demand Management - Service Portfolio Management - and Financial 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
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)
Service Desk - Technical management - IT Operation Management - Application Management

44. What is the content of a Business Case?
It comes from providing context to data - Who? - What? - When? - Where?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
Align new/changed services with business requirements - Maximize value to the business operations
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

45. What are the components of the ITIL framework?
Tp provide the right for users to be able to use a service or group of services
1) Core Publications 2) Complimentary Guidance
- Capability constraints - Resource constraints - Utility constraints - And more...
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.

46. A workload profile is also referred to as?
Information Technology Infrastructure Library
A set of activities to accomplish an objective.
A structured set of activities designed to accomplish a specific objective.
Pattern of Business Activity (PBA)

47. Shared Services Unit
- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk
Underpinning Contract
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.
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

48. What are the objectives of Service Transition?
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 plan - schedule & control the build - test & deployment of releases
The phase that turns service strategy into a plan for delivering the business outcomes.
Up to each org to decide which service requests it will handle

49. What are the objectives of Incident Management?
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
Tangible assets
intangible asset
- 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

50. Define Patterns of Business Activity (PBA)?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
- 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) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution