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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 a Service Request?
A structured set of activities designed to accomplish a specific objective.
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
1. Business Service Catalogue 2. Technical Service Catalogue.
Is a request from a user for info - advice - standard change - or access to an IT service

2. How is the Service Design Package used?
Responsible - Accountable - Consult - Inform
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
1) Quality Service 2) Cost-effective Services
Problem that has a documented root cause and workaround

3. What is the scope of Availability Management process?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
It covers: - design - implementation - measurement -management -improvement of service and component availability
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Speeds up resolution - Concern of data quality

4. What is the Business Value of Service Design?
1) Quality Service 2) Cost-effective Services
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Total Cost of Ownership
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.

5. What are the Capacity Sun- Processes?
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)
Assets such as server licenses and software licenses.
Known Error Database
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

6. What activities support Continual Service Improvement?
Ensure assets required to deliver service are controlled and info is available for them
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
- 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
1) Utility 2) Warranty

7. What is the definition of Service Improvement Plan?
Continual Service Improvement
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
Tp provide the right for users to be able to use a service or group of services

8. What are two kinds of IT Services?
Value of Investment
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) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
The ability to detect events - make sense of them and determine right control action

9. What does a process do?
Ensure assets required to deliver service are controlled and info is available for them
It takes inputs and turn them into outputs.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

10. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
Functional requirements - SLAs - benefits and design constraints
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
After closure and it is linked to major incident review
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

11. What are the objectives 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.
Define - agree on release & deployment management plans - Create and test release packages - Ensure integrity of a release package is maintained - Deploy release packages from DML (definitive media library) - Ensure release packages can be tracked -
The system used to collect and manage Config Items (CI's)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

12. What is the Information Security Policy?

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13. What is the purpose of Service Catalogue Management?
A service provider which functions within the business units they server.
Request for Change
To provide a single source of information on all operational and ready for production services.
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

14. What is Data?
Pattern of Business Activity
Strategic - Tactical - Operational - Commodity
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
A set of discrete facts

15. Volume/Phase 4: Service Operation - What is it?
1) Utility 2) Warranty
Service Level Management
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
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

16. What is a Service Catalogue?
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
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.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

17. What are the objectives of Service Operation?
- 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
Service Desk - Technical management - IT Operation Management - Application Management
Pattern of Business Activity
Qualitative and Quantitative

18. What is the purpose of Service Strategy?

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19. What are the objectives of Service Transition?
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
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
Change Advisory Board

20. What do Change Models have?
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
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Access - Identity - Rights - Service or Service Groups - Directory Services
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

21. A workload profile is also referred to as?
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
Pattern of Business Activity (PBA)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
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

22. What characteristics does a process have?
Change Advisory Board
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

23. SPOC
Single Point Of Contact
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
- Manage access - Respond to requests for granting access - Oversee access
Up to each org to decide which service requests it will handle

24. What is the scope of the seven steps to improvement?
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 point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- Release & Deployment - Transition Planning & Support

25. BCP
Business Continuity Plan
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
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
Critical Success Factor

26. What are examples of Config Items?
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)
Assets such as server licenses and software licenses.
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

27. What are the two types of customers?
To quantify the impact to the business that loss of service would have
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider

28. ICT
Information Communication Technology
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.
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

29. What is the Service Design Package?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
A structured set of activities designed to accomplish a specific objective.
Request for Change
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers

30. RFC
The level to which the service meets a customer's expectation.
Change Advisory Board
Request for Change
1) Customer Perception 2) Customer Preference 3) Business Outcomes

31. What drives service design?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
Emergency Change Advisory Board
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management
Functional requirements - SLAs - benefits and design constraints

32. What is the scope of Request Fulfillment?
The implementation and management of IT services that meet the needs of the business.
- Release & Deployment - Transition Planning & Support
Up to each org to decide which service requests it will handle
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

33. CSI
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
Continual Service Improvement
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business

34. What influences the expected service?
- Ensure standard methods and procedures used for response - analysis - documentation - ongoing management and reporting of incident - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of
1) Preferences 2) Past experiences 3) Communications
Lifecycle wide process and relevant to all lifecycles
Information Technology Infrastructure Library

35. What are the options of organizational structures of a service desk?
Everyone except for Type III service providers (third parties)
- New service - Major change to service - Removal of service - Changes to the SDP itself
The process to ensure that the level of availability in services needs agrees with the required needs
- 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

36. What are the phases of the ITIL Service Lifecycle?
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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

37. What is the scope of the Service Design phase?
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
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.
Provide overall planning for service transition and coordinate resources required for it
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed

38. Why is ITIL successful?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Used to store and manage knowledge - info and data.
- Vendor neutral - Non prescriptive - Best practice
The basis for value creation including both resources and capabilities

39. SACM
It's he process responsible for managing the lifecycle of all service requests from users
Provide overall planning for service transition and coordinate resources required for it
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
Service Asset and Configuration Management

40. What is a workaround?
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
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
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)
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.

41. What are the five stages of the Service Lifecycle?
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Align new/changed services with business requirements - Maximize value to the business operations
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan

42. What is ITIL?
- 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 set of best practice publications for IT service management
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages

43. Technical and Application Management are involved in ___________________

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44. Describe the 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
A customer requirement for an aspect of an IT service
- 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
The process to ensure that the level of availability in services needs agrees with the required needs

45. What is the relationship between Incidents and Problems?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
Incidents never become problems. They co-exist
The process that obtains value for money from suppliers.

46. What is the configuration baseline?
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
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
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.
Similar to incident model - For problems that have an expensive solution

47. What processes does Financial Management include?
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
- Budgeting - Accounting - Charging (Billing)
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
- 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

48. What is the purpose of ITIL Complementatry Guidance?
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Ownership regardless of escalation remains with the service desk
The system used to collect and manage Config Items (CI's)

49. What is the purpose of Service Portfolio Management?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
- 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
Return on Investment
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.

50. What processes interfaces with Problem Management?
It's he process responsible for managing the lifecycle of all service requests from users
Executing the policies in information security management
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
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business