ITIL

Instructions:

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

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

1. What is the purpose of Service Catalogue Management?
To provide a single source of information on all operational and ready for production services.
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
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!


2. What is the purpose of Service Strategy?

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3. What are the two types of Service Catalogues?
Business Impact Analysis
1. Business Service Catalogue 2. Technical Service Catalogue.
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
To control lifecycle of all changes to be made with minimal disruption to services


4. What is the definition of a Service Level Agreement Monitoring Chart?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
A formal proposal for a change
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.


5. What is the purpose of ITIL Core Publications?
The system used to collect and manage Config Items (CI's)
To provide best practice guidance to all types of organizations.
Any event which disrupts - or which could disrupt - a service
To provide a balanced view of overall service


6. What topics are covered in Service Strategy?
This is where the customer sees the actual value of the services
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Emergency Change Advisory Board


7. What is the Definitive Media Library?

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8. BIA
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
A set of responsibilities defined in a process and assigned to a person or team.
Business Impact Analysis


9. What is the Known Error Database (KEDB)?
Configuration Management Database
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
Addition - modification - removal of anything that could have an effect on IT services


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

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11. What are four Service Level Agreement Frameworks??
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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
Keep it simple - Use multi-level categorization - Use categorization for reporting


12. What is a Process?
Definitive Media Library
A structured set of activities designed to accomplish a specific objective.
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
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 -


13. What is the purpose of the IT Service Continuity Management (ITSCM) process?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Is responsible for managing applications through their lifecycle
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


14. What are the two views of the Service Catalogue?
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)
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Includes the processes - systems & functions to package - build - test and deploy a release in live use
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements


15. What does a Release Policy include?
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
To provide best practice guidance to all types of organizations.
- Change Management - Service Asset & Config Management - Knowledge Management
Carry out one or more process activities


16. What are the the 4 P's in Service Design?
Configuration Management System
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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)


17. What is the Business Value of Service Design?
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
A service provided by an IT service provider made up of a combination of IT - people and processes.
1) Quality Service 2) Cost-effective Services


18. SKMS
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 ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
- Vendor neutral - Non prescriptive - Best practice
Service Knowledge Management System


19. ITIL
Information Technology Infrastructure Library
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
The process that supports the Business Continuity Management process by managing risks that could affect services.


20. What is Vital Business Functions?
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
A function that reflects the part of business process that is critical to success of business
The underlying cause of one or more failures
ensuer goals of service design stage are met with single point of coordination within this stage


21. What are the three types of Service Providers??
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Service Level Agreement
Internal Service Provider - Shared Service Unit - External Service Provider
intangible asset


22. Describe the Capacity Management process.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
The process that supports the Business Continuity Management process by managing risks that could affect services.
Business Impact Analysis


23. What is the scope of Availability Management process?
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Incidents never become problems. They co-exist
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


24. What are the objectives of IT Operations Management?
Define steps required to restore business process following disruption
1) Customer Perception 2) Customer Preference 3) Business Outcomes
The phase that turns service strategy into a plan for delivering the business outcomes.
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures


25. What are the objectives of technical management?

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26. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
A set of activities to accomplish an objective.
Application support
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To help plan - implement and maintain stable technical infrastructure to support the org's business processes


27. What is a Service Portfolio?
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.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
- 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
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets


28. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.)
Define - 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 -
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.


29. What are the four Service Operation functions?
Configuration Management Database
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Service Desk - Technical management - IT Operation Management - Application 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.


30. What is the scope of the Knowledge Management process?
To provide a balanced view of overall service
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Is responsible for managing applications through their lifecycle
Lifecycle wide process and relevant to all lifecycles


31. What is the Service Design phase?
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Core Publications 2) Complimentary Guidance
A role is defined in a process or function.
Strategic - Tactical - Operational - Commodity


32. What is Utilitiy?

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33. Describe Time Scales of Incident Management

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34. What are the objectives of the Service Level Management process?
Ensure assets required to deliver service are controlled and info is available for them
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
A function that reflects the part of business process that is critical to success of business
A set of responsibilities defined in a process and assigned to a person or team.


35. What is the purpose of Application Management?
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Services that are no longer available.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Is responsible for managing applications through their lifecycle


36. What is Business Value?
- 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
Any event which disrupts - or which could disrupt - a service
Services that provide customer with wanted business outcomes.
Keep it simple - Use multi-level categorization - Use categorization for reporting


37. VOI
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Value of Investment


38. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
Value of Investment
Services that are no longer available.


39. What are two levels of availability?
The process in which goals and objectives of service design stage are met
Service Level Agreement
- 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
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)


40. SLA
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- New service - Major change to service - Removal of service - Changes to the SDP itself
Incidents never become problems. They co-exist
Service Level Agreement


41. What is the scope of the Transition Planning & Support process?
The system used to collect and manage Config Items (CI's)
Information Technology Infrastructure Library
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Fit for Purpose - The functionality of a product or service from a customer's perspective.


42. What is a Business Continuity Plan?
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...
IT Service Management
Configuration Management System
Define steps required to restore business process following disruption


43. What is a known error?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Problem that has a documented root cause and workaround
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
After closure and it is linked to major incident review


44. Resources are _____
Tangible assets
intangible asset
Service Level Management
Incident management - Problem management - Event management - Request Fulfillment - Access Management


45. How do you escalate an incident?
1) Utility 2) Warranty
Operation Level Agreement
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)


46. What does a process do?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
It takes inputs and turn them into outputs.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
The level to which the service meets a customer's expectation.


47. CAM
It defines performance and the alignment of IT services with the business.
Change Advisory Board
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)
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


48. Who owns an incident?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
Similar to incident model - For problems that have an expensive solution
Ownership regardless of escalation remains with the service desk
Assets such as server licenses and software licenses.


49. What is the business value of the service desk?
Lifecycle wide process and relevant to all lifecycles
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Includes management of the component lifecycle of every CI (config item)


50. What processes does the Change Management process interface with?
Inputs - Outputs - Activities - Measurements - Roles
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Initiation - Requirements and Strategy - Implementation - Ongoing Operation