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 a Role?
Set of responsibilities - activities and authorities granted to a person or a team.
Agreement between an IT service provider and another part of same organization that assists with service provision
1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations
The implementation and management of IT services that meet the needs of the business.


2. What does the service desk do??
Change Advisory Board
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.
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
The phase that turns service strategy into a plan for delivering the business outcomes.


3. Describe the Design Coordination process.
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Keep it simple - Use multi-level categorization - Use categorization for reporting
The process in which goals and objectives of service design stage are met
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements


4. What is the business value of Service Operation?
To provide and maintain a single source of info on all operational and ready to be introduced services
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
Problem that has a documented root cause and workaround
This is where the customer sees the actual value of the services


5. What are the Service Operation Functions??
Accountable for the delivery of a specific service.
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)
Service Desk - Technical management - IT Operation Management - Application Management
A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan.


6. What is the purpose of Continual Service Improvement?
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
Produce and maintain availability plan - Ensure service availability achievements meet agreed targets - Assist with availability related incidents and problems - Assess impact of changes - Improve availability of services
It takes inputs and turn them into outputs.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes


7. What are Retired Services?
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
Qualitative and Quantitative
Services that are no longer available.
Lifecycle wide process and relevant to all lifecycles


8. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
- 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
Continual Service Improvement
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.


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

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

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11. Describe the Service Catalogue Management process.
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Responsible - Accountable - Consult - Inform
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
To provide and maintain a single source of info on all operational and ready to be introduced services


12. What are the basic concepts of Access Management?
Access - Identity - Rights - Service or Service Groups - Directory Services
Align new/changed services with business requirements - Maximize value to the business operations
Inputs - Outputs - Activities - Measurements - Roles
Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents


13. What is the purpose of ITIL Core Publications?
1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review - trend analysis)
Makes use of knowledge to create value through well-informed decisions
Applied to any service management that needs to be controlled and can be automated: - CI's(Configuration items) - Environmental conditions (fire - smoke detection) - Software licence monitoring (ensure legal use & allocation) - Security (intrusion de
To provide best practice guidance to all types of organizations.


14. What is the business value of Continual Service Improvement?
Governs the org's approach to Information Security Management
Emergency Change Advisory Board
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)
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


15. What is the objective of Service Strategy
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Service Knowledge Management System
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
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.


16. What is Warranty?
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
The process to ensure that the level of availability in services needs agrees with the required needs
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
Information Communication Technology


17. What is the role of Application Management?
- 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
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.
Internal Service Provider - Shared Service Unit - External Service Provider
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...


18. What are two kinds of IT Services?
Continual Service Improvement
The implementation and management of IT services that meet the needs of the business.
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...
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.)


19. What is the Organization Level Agreement?
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
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
SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels


20. What is Wisdom?
Includes the processes - systems & functions to package - build - test and deploy a release in live use
To quantify the impact to the business that loss of service would have
Makes use of knowledge to create value through well-informed decisions
Executing the policies in information security management


21. Describe the IT Service Continuity Management process.
Functional requirements - SLAs - benefits and design constraints
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Any event which disrupts - or which could disrupt - a service
The process that supports the Business Continuity Management process by managing risks that could affect services.


22. What is an IT Service?
Ensure confidentiality - integrity and availability of org's assets - info - data - and services match agreed needs of business
A service provided by an IT service provider made up of a combination of IT - people and processes.
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.
The process to ensure that the level of availability in services needs agrees with the required needs


23. ECAB
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
- 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
Emergency Change Advisory Board


24. What is Emergency Change Advisory Board (ECAB)?
When a decision is needed quickly for an emergency change - the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body.
The process in which goals and objectives of service design stage are met
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
ensuer goals of service design stage are met with single point of coordination within this stage


25. What are the three types of services?
Is a request from a user for info - advice - standard change - or access to an IT service
1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting)
This is where the customer sees the actual value of the services
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities


26. What do Change Models have?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
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 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.
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures


27. What are the objectives of Application Management?

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28. Shared Services Unit
Incident management - Problem management - Event management - Request Fulfillment - Access Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
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.


29. What are some Service Level Management Activities?
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
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
Value of Investment


30. Describe the Availability Management process.
Critical Success Factor
The process to ensure that the level of availability in services needs agrees with the required needs
ensuer goals of service design stage are met with single point of coordination within this stage
Information Technology Infrastructure Library


31. What is the scope of the Service Asset & Config Management (SACM) process?
1) Utility 2) Warranty
Known Error Database
Includes management of the component lifecycle of every CI (config item)
Data - Information - Knowledge - Wisdom


32. What are the objectives of IT Operations Management?
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
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
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
Is a notification that a threshold has been reached - something has changed - or a failure has occured


33. What is a Function?
Ensure assets required to deliver service are controlled and info is available for them
Incidents never become problems. They co-exist
A group of people - tools and resources used to carry out a process activity.
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments


34. BCP
- 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
Business Continuity Plan
A set of responsibilities defined in a process and assigned to a person or team.
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


35. Name the characteristics of value
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
Keep it simple - Use multi-level categorization - Use categorization for reporting
- Capability constraints - Resource constraints - Utility constraints - And more...


36. What is Utilitiy?

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37. What is a workaround?
The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk.
Way of reducing or eliminating impact of incident or problem where a resolution is not available yet
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Align new/changed services with business requirements - Maximize value to the business operations


38. What is the scope of the Capacity Management process?
Value of Investment
Qualitative and Quantitative
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
The scope considers all resources required to deliver service and plans for short - medium and long term requirements


39. Volume/Phase 5: Continual Service Improvement (CSI) - What is it?
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
The phase of creating and maintaining value for the customer through improvements to strategy - design - transition and operation of service
Functional requirements - SLAs - benefits and design constraints
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation


40. What is a major incident?
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities


41. ITSM
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
IT Service Management


42. What is a problem?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication
1) Core Publications 2) Complimentary Guidance
The underlying cause of one or more failures


43. What is a known error?
Problem that has a documented root cause and workaround
This is where the customer sees the actual value of the services
Services that are no longer available.
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


44. DIKW
Data - Information - Knowledge - Wisdom
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
Continual Service Improvement


45. What are the design constraints for a service?
Internal Service Provider - Shared Service Unit - External Service Provider
- Confidentiality - Integrity - Availability - Non- Repudiation (transactions can be trusted)
- Capability constraints - Resource constraints - Utility constraints - And more...
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 a Function?
Business Continuity Management
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)
Definitive Media Library
A group of people and the tools they use to perform one or more processes or activities.


47. What are KPI's?
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 service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT - HR and logistics.
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process - service or activity (balance of effectiveness - efficiency and cost effectiveness)


48. What does process definitions describe??
1) Utility 2) Warranty
The ability to detect events - make sense of them and determine right control action
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
Inputs - Outputs - Activities - Measurements - Roles


49. What communication is part of Service Operation?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Set of responsibilities - activities and authorities granted to a person or a team.
Change Advisory Board
- Routine operational communication- Communication between shifts - Performance reporting - Change communication - Training - Strategy and Design communication


50. What is the Definitive Media Library?

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