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ITIL

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
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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 Business Relationship Management??
Incidents never become problems. They co-exist
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
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.

2. 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
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
- Change Management - Service Asset & Config Management - Knowledge Management
Tangible assets

3. Who should the Information Security Policy be communicated to?
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services
intangible asset
Everyone except for Type III service providers (third parties)
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

4. Detail the Service Owner's repsonsibility.
To provide a single source of information on all operational and ready for production services.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
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
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

5. What types of metrics are there and what are they??

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6. What are the objectives of Service Operation?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Incidents never become problems. They co-exist
- 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
Tp provide the right for users to be able to use a service or group of services

7. What are the three Service Design Agreements?

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8. What is a Role?
It comes from providing context to data - Who? - What? - When? - Where?
It can improve utility and warranty of services incresing value.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
A set of responsibilities defined in a process and assigned to a person or team.

9. What are some Service Level Management Activities?
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
A formal proposal for a change
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
Determine - document and agree on requirements - Negotiate - document and agree on SLA for operational services - Monitor service performance against the SLA - Collate - measure and improve customer satisfaction - Produce service reports - Perform se

10. What is a Role?
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.
To control lifecycle of all changes to be made with minimal disruption to services
- Capability constraints - Resource constraints - Utility constraints - And more...
Set of responsibilities - activities and authorities granted to a person or a team.

11. What is the purpose of Incident Management?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Any event which disrupts - or which could disrupt - a service
Carry out one or more process activities
Is responsible for managing applications through their lifecycle

12. 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
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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.
To provide a balanced view of overall service

13. What is the definition of Service Improvement Plan?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Assets such as server licenses and software licenses.
- 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
Includes the processes - systems & functions to package - build - test and deploy a release in live use

14. How do services facilitate outcomes?
By enhancing the performance of tasks and reducing the effect of constraints.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
Change Advisory Board
- Manage access - Respond to requests for granting access - Oversee access

15. What is the purpose of the Release & Deployment Management process?
Operation Level Agreement
1) Utility 2) Warranty
To plan - schedule & control the build - test & deployment of releases
Used to store and manage knowledge - info and data.

16. What is the purpose of the supplier management process?
Fit for purpose-the functionality of a product or service to meet a particular need.
A service provided by an IT service provider made up of a combination of IT - people and processes.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
Critical Success Factor

17. What are the objectives of Continual Service Improvement??
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Budgeting - Accounting - Charging (Billing)
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
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

18. What is Service Assets?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
The level to which the service meets a customer's expectation.
The basis for value creation including both resources and capabilities
It can improve utility and warranty of services incresing value.

19. Volume/Phase 4: Service Operation - What is it?
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
The process to ensure that the level of availability in services needs agrees with the required needs
Information Technology Infrastructure Library
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules

20. What is the purpose of IT Operations Management?
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.
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
- Budgeting - Accounting - Charging (Billing)
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

21. What are the five stages of the Service Lifecycle?
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
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
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations

22. What are two levels of availability?
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
A set of responsibilities defined in a process and assigned to a person or team.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)

23. What is the Service Owner's responsibility?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Accountable for the delivery of a specific service.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
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 Service Design phase?
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
By enhancing the performance of tasks and reducing the effect of constraints.
The phase that turns service strategy into a plan for delivering the business outcomes.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

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

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26. What are the basic concepts of Access Management?
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
Action taken to recover after a failed change or release.
Access - Identity - Rights - Service or Service Groups - Directory Services
Addition - modification - removal of anything that could have an effect on IT services

27. Why do organizations use ITIL?
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
To plan - schedule & control the build - test & deployment of releases
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.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team

28. What are the objectives of the seven steps to improvement?
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
- 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

29. What is the scope of Request Fulfillment?
A set of best practice publications for IT service management
Fit for purpose-the functionality of a product or service to meet a particular need.
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!
Up to each org to decide which service requests it will handle

30. What are the components of IT Operations Management?
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
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 customers - The services - How value is created - How assets underpin value - The delivery and funding model

31. What is the business value of Continual Service Improvement?
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
Responsible - Accountable - Consult - Inform
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
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

32. 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.
Service Asset and Configuration Management
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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

33. Facilities Management
A structured set of activities designed to accomplish a specific objective.
Business Continuity Plan
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts

34. What is 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
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
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.

35. What are the objectives of the Service Design phase?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
A function that reflects the part of business process that is critical to success of business
Define steps required to restore business process following disruption
1) Utility 2) Warranty

36. What is the scope of the Service Design phase?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A service asset that needs to be managed to deliver a service
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

37. What is Warranty?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
intangible asset
It can identify weaknesses or areas of improvements.
- 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

38. What is an Event?
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Pattern of Business Activity
A formal proposal for a change
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals

39. What are the seven steps to improvement?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
ensuer goals of service design stage are met with single point of coordination within this stage
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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

40. What is the purpose of the Service Asset & Config Management (SACM) 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
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
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Ensure assets required to deliver service are controlled and info is available for them

41. SLA
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Service Level Agreement
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management

42. What processes are related to of Service Operation??
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The underlying cause of one or more failures
The process that obtains value for money from suppliers.

43. What does the service desk do??
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
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. CAB
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Change Advisory Board
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

45. Detail the Process Manager's responsibilities
Coordinate all activities with process owner - Ensure all activities are carried out - Appoint people to roles - Manage resources assigned - Ensure things run smoothly with process owners and managers - Identify improvement opportunities - Review and
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 -
Governs the org's approach to Information Security Management
The implementation and management of IT services that meet the needs of the business.

46. What does a process do?
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.
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
To quantify the impact to the business that loss of service would have
It takes inputs and turn them into outputs.

47. What is the Organization Level Agreement?
Agreement between an IT service provider and another part of same organization that assists with service provision
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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
A service provider which functions within the business units they server.

48. What is the CSI approach?

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49. What are the supplier categories??
A service provider which functions within the business units they server.
Strategic - Tactical - Operational - Commodity
The process to ensure that the level of availability in services needs agrees with the required needs
Accountable for the delivery of a specific service.

50. Shared Services Unit
A set of activities to accomplish an objective.
Service Asset and Configuration Management
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.)
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.

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