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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 availability?
Services that are no longer available.
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
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.
Initiation - Requirements and Strategy - Implementation - Ongoing Operation

2. What are the objectives of IT Operations Management?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Share perspectives - ideas - experience & info to enable informed decisions
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

3. What is the purpose of Access Management?
A set of responsibilities defined in a process and assigned to a person or team.
Tp provide the right for users to be able to use a service or group of services
Service Knowledge Management System
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering

4. What is the purpose of Service Transition?
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

5. What are the components of value?
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!
Supplier and Contract Management Information System
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
1) Customer Perception 2) Customer Preference 3) Business Outcomes

6. What is a Function?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
A group of people - tools and resources used to carry out a process activity.
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
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

7. What is the purpose of the supplier management process?
Inputs - Outputs - Activities - Measurements - Roles
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Fit for Purpose - The functionality of a product or service from a customer's perspective.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments

8. What is the purpose of Business Relationship Management??
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Tp provide the right for users to be able to use a service or group of services
It's he process responsible for managing the lifecycle of all service requests from users
The Continual Service Improvement Register: Is kept to record all the improvement opportunities

9. What is the Snapshot?
- Release & Deployment - Transition Planning & Support
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
- 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
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.

10. What are the design constraints for a service?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
- Capability constraints - Resource constraints - Utility constraints - And more...
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

11. What are the basic concepts of Access Management?
The implementation and management of IT services that meet the needs of the business.
Change Advisory Board
Any event which disrupts - or which could disrupt - a service
Access - Identity - Rights - Service or Service Groups - Directory Services

12. What are two kinds of IT Services?
Problem that has a documented root cause and workaround
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)
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.)
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.

13. Describe the Information Security Management process.
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To quantify the impact to the business that loss of service would have
The process of ensuring that the confidentiality - integrity and availability of an organizations assets - information - data and services match the agreed upon needs of the business.
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)

14. What is the purpose of the even steps to improvement?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Data - Information - Knowledge - Wisdom
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements

15. What is the scope of Availability Management 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
It covers: - design - implementation - measurement -management -improvement of service and component availability
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Tp provide the right for users to be able to use a service or group of services

16. Internal Service Provider
Service Desk - Technical management - IT Operation Management - Application Management
A service provider which functions within the business units they server.
Ownership regardless of escalation remains with the service desk
The process in which goals and objectives of service design stage are met

17. What are the five aspects of Service Design?
- 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
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
The phase that turns service strategy into a plan for delivering the business outcomes.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

18. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Tp provide the right for users to be able to use a service or group of services
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...
Configuration Management Database

19. What are the objectives of the Service Asset & Config Management (SACM) process??

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20. OLA
1) Preferences 2) Past experiences 3) Communications
Operation Level Agreement
The level to which the service meets a customer's expectation.
Configuration Management Database

21. What is Request for Change (RFC)?
- 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 function that reflects the part of business process that is critical to success of business
A formal proposal for a change
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change

22. Technical and Application Management are involved in ___________________

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23. Who should the Information Security Policy be communicated to?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Everyone except for Type III service providers (third parties)
Set of responsibilities - activities and authorities granted to a person or a team.
Inputs - Outputs - Activities - Measurements - Roles

24. What is the purpose of the Release & Deployment Management process?
1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components)
To plan - schedule & control the build - test & deployment of releases
Design - testing - improvements of CI's
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

25. SCMIS
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
Operation Level Agreement
Supplier and Contract Management Information System
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

26. What are the objectives of the service desk??
Information Communication Technology
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach

27. What actvities does Business Relationship Management Activities refer to?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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.
- Vendor neutral - Non prescriptive - Best practice

28. 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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
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.
The process to ensure that the level of availability in services needs agrees with the required needs

29. When is the Service Design Package created or edited?
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
Request for Change
- New service - Major change to service - Removal of service - Changes to the SDP itself
Similar to incident model - For problems that have an expensive solution

30. What are the objectives of Access Management?
Up to each org to decide which service requests it will handle
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
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
- Manage access - Respond to requests for granting access - Oversee access

31. What is the relationship between Incidents and Problems?
A formal proposal for major changes that involve high cost - risk or org. impact.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
Incidents never become problems. They co-exist
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)

32. What are the objectives of Incident Management?
- 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
Continual Service Improvement
Define steps required to restore business process following disruption
To plan - schedule & control the build - test & deployment of releases

33. What is the purpose of Change Management?
Internal Service Provider - Shared Service Unit - External Service Provider
To control lifecycle of all changes to be made with minimal disruption to services
Design - testing - improvements of CI's
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

34. What is the Deming Cycle?
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
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.
To be accountable for the operational management of the process.
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

35. What is the scope of the seven steps to improvement?
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
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
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

36. What is the Capacity Plan?
Services that provide customer with wanted business outcomes.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.
- 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

37. What is the purpose of the Transition Planning & Support process?
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
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
It covers: - design - implementation - measurement -management -improvement of service and component availability
Provide overall planning for service transition and coordinate resources required for it

38. VBF
The process in which goals and objectives of service design stage are met
Vital Business Function
- Change Management - Service Asset & Config Management - Knowledge Management
It defines performance and the alignment of IT services with the business.

39. What is a Process?
The process that obtains value for money from suppliers.
Configuration Management Database
Application support
A structured set of activities designed to accomplish a specific objective.

40. ICT
A set of activities to accomplish an objective.
Information Communication Technology
Business Continuity Management
Makes use of knowledge to create value through well-informed decisions

41. What is Warranty?
Underpinning Contract
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.

42. What are the 4 P's in Service Design used for?
- 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
To provide a balanced view of overall service
Governs the org's approach to Information Security Management
Supplier and Contract Management Information System

43. Describe the Design Coordination process.
Ensure assets required to deliver service are controlled and info is available for them
To help plan - implement and maintain stable technical infrastructure to support the org's business processes
The process in which goals and objectives of service design stage are met
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.

44. What are the objectives of the Capacity Management process?
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
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.
Service Level Management
By enhancing the performance of tasks and reducing the effect of constraints.

45. What are the ISM concepts?
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Key Performance Indicator

46. A capability is an _________________
intangible asset
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
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.
- 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

47. What is the purpose of Problem Management?
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
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 customers - The services - How value is created - How assets underpin value - The delivery and funding model

48. What is the purpose of Service Strategy?

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49. What are CSF's?
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.
Pattern of Business Activity (PBA)
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Pattern of Business Activity

50. Why do organizations use ITIL?
A set of discrete facts
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
Action taken to recover after a failed change or release.
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.