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 technical management?
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
To provide and maintain a single source of info on all operational and ready to be introduced services
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
- 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


2. What interfacing processes are associated with Incident Management??
A service provided by an IT service provider made up of a combination of IT - people and processes.
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
- 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
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


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

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4. What are the Change Types?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To provide and maintain a single source of info on all operational and ready to be introduced services
- 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
Is responsible for managing applications through their lifecycle


5. What are the four Service Operation functions?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
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
- Vendor neutral - Non prescriptive - Best practice


6. OLA
Service Desk - Technical management - IT Operation Management - Application Management
Operation Level Agreement
It takes inputs and turn them into outputs.
A role is defined in a process or function.


7. What are the objectives of Event Management?
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
Qualitative and Quantitative
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider


8. How do you prioritize an incident?
A group of people and the tools they use to perform one or more processes or activities.
Is a notification that a threshold has been reached - something has changed - or a failure has occured
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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


9. What is the CSI approach?

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10. What is the purpose of Service Operation?
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
Qualitative and Quantitative
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


11. What is the definition of Service Improvement Plan?
Inputs - Outputs - Activities - Measurements - Roles
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
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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. What are the two types of Service Catalogues?
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
1. Business Service Catalogue 2. Technical Service Catalogue.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
Any event which disrupts - or which could disrupt - a service


13. What is a major incident?
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's


14. ROI
Return on Investment
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
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)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


15. What is Service Management?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- 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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- 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


16. What is the business value of Service Operation?
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
The services themselves - Service management processes - Technology (management of infrastructure) - People
This is where the customer sees the actual value of the services
A role is defined in a process or function.


17. What is the purpose of the Knowledge Management process?
Share perspectives - ideas - experience & info to enable informed decisions
Data - Information - Knowledge - Wisdom
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The services themselves - Service management processes - Technology (management of infrastructure) - People


18. What is the configuration baseline?
After closure and it is linked to major incident review
Data - Information - Knowledge - Wisdom
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 config of a service - product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to.


19. What is the purpose of Incident Management?
To plan - schedule & control the build - test & deployment of releases
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
1) Core Publications 2) Complimentary Guidance
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained


20. What Service Transition processes primarily support the Service Transition phase?
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
- Release & Deployment - Transition Planning & Support
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
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.


21. What actvities does Business Relationship Management Activities refer to?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)


22. What is the scope of Availability Management process?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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
It covers: - design - implementation - measurement -management -improvement of service and component availability
1. Business Service Catalogue 2. Technical Service Catalogue.


23. What is the Deming Cycle?
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.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
The basis for value creation including both resources and capabilities
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider


24. What is the Information Security Policy?

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25. What is Utilitiy?

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26. SLM
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
A group of people and the tools they use to perform one or more processes or activities.
Service Level Management


27. What is the Business Value of Service Design?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
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.)
1) Quality Service 2) Cost-effective Services
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


28. What is Emergency Change Advisory Board (ECAB)?
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
A function that reflects the part of business process that is critical to success of business
Return on Investment
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.


29. What are two kinds of IT Services?
It defines performance and the alignment of IT services with the business.
Definitive Media Library
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
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.)


30. What are the design constraints for a service?
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
- Capability constraints - Resource constraints - Utility constraints - And more...
Value of Investment
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)


31. What is the purpose of Application Management?
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
Is responsible for managing applications through their lifecycle
It can improve utility and warranty of services incresing value.
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


32. Detail the Process Owner's responsibilities
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Configuration Item
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


33. When is the Service Design Package created or edited?
IT Service Management
Agreement between an IT service provider and another part of same organization that assists with service provision
- New service - Major change to service - Removal of service - Changes to the SDP itself
The ability to detect events - make sense of them and determine right control action


34. What is a Process?
Lifecycle wide process and relevant to all lifecycles
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
A structured set of activities designed to accomplish a specific objective.
The result of an activity following a process or the delivery of a service.


35. What are the objectives of the Capacity Management process?
Lifecycle wide process and relevant to all lifecycles
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
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
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved


36. VBF
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
Vital Business Function
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations


37. What do Change Models have?
Addition - modification - removal of anything that could have an effect on IT services
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.)


38. Resources are _____
The process that supports the Business Continuity Management process by managing risks that could affect services.
Technology Metrics = component and application metrics such as performance - availability - Process Metrics = CSF's - KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance - using ind
A set of best practice publications for IT service management
Tangible assets


39. What is the scope of Incident Management?
Any event which disrupts - or which could disrupt - a service
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
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.


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

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41. What are the objectives of Access Management?
- Manage access - Respond to requests for granting access - Oversee access
To provide best practice guidance to all types of organizations.
Any event which disrupts - or which could disrupt - a service
The ability to detect events - make sense of them and determine right control action


42. What is the purpose of Event Management?
The ability to detect events - make sense of them and determine right control action
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)
Emergency Change Advisory Board
Pattern of Business Activity (PBA)


43. What topics are covered in Service Strategy?
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!
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
The implementation and management of IT services that meet the needs of the business.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy


44. What is the Service Design Package?
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
To plan - schedule & control the build - test & deployment of releases
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service


45. What is a Service Catalogue?
Service Level Management
All services under development - growth and Outlook.
Configuration Management System
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.


46. 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)
Keep it simple - Use multi-level categorization - Use categorization for reporting
To provide and maintain a single source of info on all operational and ready to be introduced services
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.


47. How is the Service Design Package used?
Internal Service Provider - Shared Service Unit - External Service Provider
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Functional requirements - SLAs - benefits and design constraints
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments


48. What are the three types of services?
Share perspectives - ideas - experience & info to enable informed decisions
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
- 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
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)


49. What is the scope of Service Transition?
Services that are no longer available.
The underlying cause of one or more failures
A group of people - tools and resources used to carry out a process activity.
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers


50. How can the impact of risk be measured?
Qualitative and Quantitative
Up to each org to decide which service requests it will handle
Data - Information - Knowledge - Wisdom
A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.