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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 the IT Service Continuity Management (ITSCM) process?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
A set of activities to accomplish an objective.

2. What is ITIL?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A set of best practice publications for IT service management
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.

3. What is the Deming Cycle?
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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
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.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

4. What are the objectives of Event Management?
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
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

5. CMDB
Configuration Management Database
Similar to incident model - For problems that have an expensive solution
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)

6. What is the scope of Service Operation??
Qualitative and Quantitative
- 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
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
The services themselves - Service management processes - Technology (management of infrastructure) - People

7. What is the Process Practitioner's responsibility?
Carry out one or more process activities
Business Impact Analysis
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
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)

8. What is Warranty?
Change Advisory Board
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
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

9. What is the purpose of the Transition Planning & Support process?
Provide overall planning for service transition and coordinate resources required for it
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
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
Return on Investment

10. What is Business Value?
Services that provide customer with wanted business outcomes.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Data - Information - Knowledge - Wisdom
A set of responsibilities defined in a process and assigned to a person or team.

11. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
This is where the customer sees the actual value of the services
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

12. What is the business value of the service desk?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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
Pattern of Business Activity
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

13. What Service Transition processes support all lifecycle phases?
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
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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
- Change Management - Service Asset & Config Management - Knowledge Management

14. What is Service Management?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
The system used to collect and manage Config Items (CI's)
Information Communication Technology
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.

15. What are four Service Level Agreement Frameworks??
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

16. What are the five Service Operation processes?
Set of responsibilities - activities and authorities granted to a person or a team.
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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management

17. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

18. What is the purpose of Continual Service Improvement?
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Identification (through user - vendor - e-mail - phone etc.) - Logging - Categorization (drives reporting - routing - prioritization - trend data) - Prioritization (combo of urgency and impact) - Initial Diagnosis (service desk)/Escalation (level 2 -

19. What are examples of Config Items?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
Assets such as server licenses and software licenses.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Action taken to recover after a failed change or release.

20. VOI
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)
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
Value of Investment
Request for Change

21. What is the purpose of Service Design??
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
1) Core Publications 2) Complimentary Guidance
Information Communication Technology
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments

22. What are the the 4 P's in Service Design?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
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.

23. Detail the Service Owner's repsonsibility.
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Agreement between an IT service provider and another part of same organization that assists with service provision
1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold cu
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

24. What are the objectives of the service desk??
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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!
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

25. What should Major Problem Review focus on?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
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)
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)

26. What is the definition of a Service Level Agreement Monitoring Chart?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To quantify the impact to the business that loss of service would have
Share perspectives - ideas - experience & info to enable informed decisions

27. What are the objectives of Problem Management?
The services themselves - Service management processes - Technology (management of infrastructure) - People
Emergency Change Advisory Board
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Change Advisory Board

28. ECAB
Emergency Change Advisory Board
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Agreement between an IT service provider and another part of same organization that assists with service provision

29. What is a benefit of a RACI matrix?
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
Configuration Item
A database or structured document with information about all live IT Services - including those available for deployment. It includes information about deliverables - prices - contact points - ordering - and request processes.
It can identify weaknesses or areas of improvements.

30. What is a Process Owner's responsibility?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
- Capability constraints - Resource constraints - Utility constraints - And more...
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Define steps required to restore business process following disruption

31. Describe the Supplier Management process.
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
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
The process that obtains value for money from suppliers.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management

32. What are the objectives of Service Transition?
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
Any event which disrupts - or which could disrupt - a service
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

33. Name the characteristics of value
Continual Service Improvement
A service asset that needs to be managed to deliver a service
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
- 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

34. What cycles are associated with budgeting - accounting - charging?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.
Used to store and manage knowledge - info and data.

35. What is a Service Request?
Responsible - Accountable - Consult - Inform
The ability to detect events - make sense of them and determine right control action
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.
Is a request from a user for info - advice - standard change - or access to an IT service

36. Describe the Service Level Management process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- Change Management - Service Asset & Config Management - Knowledge Management
Keep it simple - Use multi-level categorization - Use categorization for reporting
Action taken to recover after a failed change or release.

37. What is a major incident?
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.
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
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
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

38. What are the two views of the Service Catalogue?
- 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
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
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)
Change Advisory Board

39. What are the objectives of Application Management?

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40. What is a Service?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Application support
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 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.

41. What is the purpose of Access Management?
Single Point Of Contact
Speeds up resolution - Concern of data quality
It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep m
Tp provide the right for users to be able to use a service or group of services

42. What is Emergency Change Advisory Board (ECAB)?
A service asset that needs to be managed to deliver a service
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
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.
Accountable for the delivery of a specific service.

43. What are the 4 P's in Service Design used for?
To provide a balanced view of overall service
Service Asset and Configuration Management
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
A set of discrete facts

44. Why is ITIL successful?
- Vendor neutral - Non prescriptive - Best practice
A formal proposal for major changes that involve high cost - risk or org. impact.
Share perspectives - ideas - experience & info to enable informed decisions
Total Cost of Ownership

45. What is the Service Level Agreement?
After closure and it is linked to major incident review
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Return on Investment
Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached.

46. What is the purpose of the Release & Deployment Management process?
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
To plan - schedule & control the build - test & deployment of releases
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
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.)

47. Describe the Capacity Management process.
Vital Business Function
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements

48. What are the 4 levels of service provision expectations?

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49. SLM
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
Service Level Management
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

50. What is the purpose of Service Portfolio Management?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers