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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 are the phases of the ITIL Service Lifecycle?
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
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
Change Advisory Board

2. What is Change?
1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability)
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
- 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
Addition - modification - removal of anything that could have an effect on IT services

3. What is the scope of Continual Service Improvement??
Pattern of Business Activity
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 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
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

4. UC
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
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.
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Underpinning Contract

5. What is an IT Service?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A service provided by an IT service provider made up of a combination of IT - people and processes.
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
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA

6. What is the scope of the Knowledge Management process?
Incident management - Problem management - Event management - Request Fulfillment - Access Management
A customer requirement for an aspect of an IT service
Lifecycle wide process and relevant to all lifecycles
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

7. What is the business value of Service Transition?
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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.
Align new/changed services with business requirements - Maximize value to the business operations
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

8. BCP
To provide best practice guidance to all types of organizations.
Business Continuity Plan
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets

9. What is the purpose of Access Management?
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
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.
A customer requirement for an aspect of an IT service
Tp provide the right for users to be able to use a service or group of services

10. What are the objectives of the Capacity Management process?
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier 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 Level 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

11. What does the service desk do??
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes

12. What is a Process Owner's responsibility?
Services that provide customer with wanted business outcomes.
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Is an authority matrix used to document the roles and relationships of the stakeholders in a process.

13. What are the objectives of the Transition Planning & Support process?
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...
The ability to detect events - make sense of them and determine right control action
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

14. What are CSF's?
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
A service provided by an IT service provider made up of a combination of IT - people and processes.
Configuration Management System
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.

15. What is the Service Design Package?
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.
Responsible - Accountable - Consult - Inform
Ownership regardless of escalation remains with the service desk
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.

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

17. What is technical management?
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
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.
A role is defined in a process or function.
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

18. What is the purpose of Service Operation?
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure
Application support
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers

19. Why is automation of technology and architecture beneficial?
It can improve utility and warranty of services incresing value.
Includes the processes - systems & functions to package - build - test and deploy a release in live use
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
To quantify the impact to the business that loss of service would have

20. Detail the Process Manager's responsibilities
Incidents never become problems. They co-exist
Share perspectives - ideas - experience & info to enable informed decisions
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
- Capability constraints - Resource constraints - Utility constraints - And more...

21. Describe the Supplier Management process.
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
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
The process that obtains value for money from suppliers.
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close

22. When is the Service Design Package created or edited?
Continual Service Improvement
- New service - Major change to service - Removal of service - Changes to the SDP itself
Provide overall planning for service transition and coordinate resources required for it
Agreement between an IT service provider and another part of same organization that assists with service provision

23. What is the purpose of ITIL Core Publications?
To provide best practice guidance to all types of organizations.
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
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
intangible asset

24. What are the Service Operation Functions??
- 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
Service Desk - Technical management - IT Operation Management - Application Management
The underlying cause of one or more failures
Governs the org's approach to Information Security Management

25. What is Warranty?
Strategic - Tactical - Operational - Commodity
By enhancing the performance of tasks and reducing the effect of constraints.
Ownership regardless of escalation remains with the service desk
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.

26. CSI
The basis for value creation including both resources and capabilities
- Change Management - Service Asset & Config Management - Knowledge Management
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Continual Service Improvement

27. What are the five aspects of Service Design?
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
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
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.
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes

28. What is Service Management?
Services that provide customer with wanted business outcomes.
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
- Create and Record the RFC (request for change) - Review RFC - Assess and Evaluate RFC - Authorize - Plan Updates - Coordinate Change Implementation - Review and Close Change
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's

29. What is the scope of Service Operation??
It defines performance and the alignment of IT services with the business.
By enhancing the performance of tasks and reducing the effect of constraints.
The services themselves - Service management processes - Technology (management of infrastructure) - People
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

30. What Service Transition processes primarily support the Service Transition phase?
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
- Release & Deployment - Transition Planning & Support
This is where the customer sees the actual value of the services

31. What is Utilitiy?

32. What are the components of value?
The services themselves - Service management processes - Technology (management of infrastructure) - People
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
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

33. What is a Business Case?
Speeds up resolution - Concern of data quality
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
- New service - Major change to service - Removal of service - Changes to the SDP itself
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.

34. What is Change Advisory Board (CAB)?
Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support
A function that reflects the part of business process that is critical to success of business
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
It refers to the groups - departments or teams that provide technical expertise and overall management of the IT infrastructure

35. CMS
Configuration Management System
1) Core Publications 2) Complimentary Guidance
The process that obtains value for money from suppliers.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes

36. RFC
The ability to detect events - make sense of them and determine right control action
Request for Change
The process that supports the Business Continuity Management process by managing risks that could affect services.
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)

37. What is the purpose of Service Design??
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
To provide a single source of information on all operational and ready for production services.
Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels
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

38. What is a Service Pipeline?
- 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
All services under development - growth and Outlook.
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations
Similar to incident model - For problems that have an expensive solution

39. What is the UC?
Return on Investment
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.
Ensure assets required to deliver service are controlled and info is available for them
Business Impact Analysis

40. What is the purpose of the Release & Deployment Management process?
To plan - schedule & control the build - test & deployment of releases
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The process in which goals and objectives of service design stage are met
Fit for Purpose - The functionality of a product or service from a customer's perspective.

41. KEDB
Known Error Database
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
Total Cost of Ownership

42. What are the five Service Operation processes?
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Define - document - agree - monitor - measure - report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations

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

44. What are the three types of services?
Fit for Purpose - The functionality of a product or service from a customer's perspective.
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
To provide a single source of information on all operational and ready for production services.
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)

45. What is the purpose of the Capacity Management process?
To restore normal service operation as quickly as possible - minimize adverse impact on business ops - ensuring hat agreed levels of service quality are maintained
Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident - problem or change to a technical team with higher experience to assist)
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements

46. What is the configuration baseline?
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.
Information Technology Infrastructure Library
Keep it simple - Use multi-level categorization - Use categorization for reporting
IT Service Management

47. What is Service Assets?
It can improve utility and warranty of services incresing value.
The basis for value creation including both resources and capabilities
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Service Desk - Technical management - IT Operation Management - Application Management

48. How do services facilitate outcomes?
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
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 -
By enhancing the performance of tasks and reducing the effect of constraints.
Operation Level Agreement

49. What does a process do?
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 -
1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
It takes inputs and turn them into outputs.

50. What is governance and what does it do?