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 the purpose of the Capacity Management process?
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
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
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
A set of discrete facts


2. What is the Service Knowledge Management System (SKMS)?
Known Error Database
Used to store and manage knowledge - info and data.
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense


3. RACI
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
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
Responsible - Accountable - Consult - Inform


4. What are the Incident Management activities??
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 -
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Services that provide customer with wanted business outcomes.


5. What are the two primary elements of value?
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
1) Utility 2) Warranty
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Incidents never become problems. They co-exist


6. What are the objectives of Problem Management?
- Release & Deployment - Transition Planning & Support
Service Strategy - Demand Management - Service Portfolio Management - and Financial Management
Definitive Media Library
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented


7. What is Service Management?
A service asset that needs to be managed to deliver a service
IT Service Management
Makes use of knowledge to create value through well-informed decisions
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.


8. IT Ops and Application Management are involved in _____________________
Executing the policies in information security management
Data - Information - Knowledge - Wisdom
Application support
- 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


9. What is the purpose of Access Management?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Tp provide the right for users to be able to use a service or group of services
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
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


10. Who are the Key Stakeholders?
The process that supports the Business Continuity Management process by managing risks that could affect services.
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)


11. What is Wisdom?
Makes use of knowledge to create value through well-informed decisions
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management


12. What is the business value of the service desk?
Change Advisory Board
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
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


13. What are the objectives of Application Management?

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14. What are the four Service Operation functions?
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services


15. What is the scope of Service Transition?
The basis for value creation including both resources and capabilities
Information Technology Infrastructure Library
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Configuration Management Database


16. What is the scope of the Service Level Management process?
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
Configuration Management System
- 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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


17. What Service Transition processes primarily support the Service Transition phase?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- Release & Deployment - Transition Planning & Support
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
- 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


18. Describe the Capacity Management process.
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Inputs - Outputs - Activities - Measurements - Roles
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
Ownership regardless of escalation remains with the service desk


19. What is the content of a Business Case?
It takes inputs and turn them into outputs.
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


20. What are the components of value?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
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) Customer Perception 2) Customer Preference 3) Business Outcomes
Return on Investment


21. What is the scope of change?
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)
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
To plan - schedule & control the build - test & deployment of releases
Assets such as server licenses and software licenses.


22. What is a Process?
The basis for value creation including both resources and capabilities
Service Level Agreement
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
A set of activities to accomplish an objective.


23. What is IT Service Management?
It can identify weaknesses or areas of improvements.
The implementation and management of IT services that meet the needs of the business.
Carry out one or more process activities
A formal proposal for major changes that involve high cost - risk or org. impact.


24. What are the three types of Service Providers??
Inputs - Outputs - Activities - Measurements - Roles
Internal Service Provider - Shared Service Unit - External Service Provider
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
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


25. What are Retired Services?
It can improve utility and warranty of services incresing value.
- Release & Deployment - Transition Planning & Support
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
Services that are no longer available.


26. Name the characteristics of value
It can identify weaknesses or areas of improvements.
-Frequency of Release- Naming Conventions - Roles and Responsibilities - Grouping of Changes - Early Life Support Criteria - Release Approach
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
A set of best practice publications for IT service management


27. 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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items


28. What are the five stages of the Service Lifecycle?
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
Carry out one or more process activities
A group of people and the tools they use to perform one or more processes or activities.
ensuer goals of service design stage are met with single point of coordination within this stage


29. Describe the Service Catalogue Management process.
After closure and it is linked to major incident review
Any event which disrupts - or which could disrupt - a service
Return on Investment
To provide and maintain a single source of info on all operational and ready to be introduced services


30. What are the Change Types?
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)
Information Communication Technology
Request for Change
- 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


31. What are the objectives of the service desk??
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Governs the org's approach to Information Security Management
- Capability constraints - Resource constraints - Utility constraints - And more...


32. What is the scope of Problem Management?
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
To provide a balanced view of overall service
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
Service Knowledge Management System


33. What is a Business Continuity Plan?
Define steps required to restore business process following disruption
Agreement between an IT service provider and another part of same organization that assists with service provision
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
- 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


34. What is the scope of Request Fulfillment?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Services that provide customer with wanted business outcomes.
Up to each org to decide which service requests it will handle
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.


35. What are the phases of Release & Deployment?
Known Error Database
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
- 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) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close


36. What is the purpose of Service Strategy?

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37. What is a known error?
1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management
Data - Information - Knowledge - Wisdom
Problem that has a documented root cause and workaround
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


38. What is the purpose of the Release & Deployment Management process?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
To plan - schedule & control the build - test & deployment of releases
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
A set of responsibilities defined in a process and assigned to a person or team.


39. What are the activities associated with Problem Management?
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 -
Detection - Logging - Categorization - Prioritization - Investigation and diagnosis - Create a known error record - Resolution
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
To control lifecycle of all changes to be made with minimal disruption to services


40. What are the the 4 P's in Service Design?
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
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
A set of activities to accomplish an objective.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)


41. What is the purpose of Business Impact Analysis (BISA?
Emergency Change Advisory Board
The basis for value creation including both resources and capabilities
To quantify the impact to the business that loss of service would have
Speeds up resolution - Concern of data quality


42. What are the supplier categories??
Strategic - Tactical - Operational - Commodity
Similar to incident model - For problems that have an expensive solution
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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


43. What is the purpose of the Information Security Management (ISM) process?

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

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45. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Vital Business Function
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
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 -


46. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
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
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Configuration Management System


47. What levels are baselines established at?

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48. How is the Service Design Package used?
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
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.)
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
- Vendor neutral - Non prescriptive - Best practice


49. What are the objectives of the Release & Deployment Management process?
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 -
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels
Supplier and Contract Management Information System
Similar to incident model - For problems that have an expensive solution


50. What are the objectives of Service Operation?
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...
- 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
Agreement between an IT service provider and another part of same organization that assists with service provision
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.