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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. External Service Provider
All services under development - growth and Outlook.
Up to each org to decide which service requests it will handle
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.

2. KPI
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
Pattern of Business Activity
Key Performance Indicator
Service Level Management

3. What is Utility?
Fit for purpose-the functionality of a product or service to meet a particular need.
Business Continuity Plan
The scope considers all resources required to deliver service and plans for short - medium and long term requirements
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.

4. What should Major Problem Review focus on?
Ownership regardless of escalation remains with the service desk
- Vendor neutral - Non prescriptive - Best practice
Design - testing - improvements of CI's
What went right - What went wrong -How to improve -How to prevent recurrence - Who was involved

5. What is Business Value?
Services that provide customer with wanted business outcomes.
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
A structured set of activities designed to accomplish a specific objective.
Executing the policies in information security management

6. SCMIS
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Supplier and Contract Management Information System
Tangible assets

7. What are the components of IT Operations Management?
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities
Operation Level Agreement
1. Business Service Catalogue 2. Technical Service Catalogue.
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)

8. What is Value?

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9. What is the scope of Problem Management?
The process in which goals and objectives of service design stage are met
Accountable for the delivery of a specific service.
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
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

10. What are two availability management activities?
A service asset that needs to be managed to deliver a service
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.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)

11. What are the 4 P's in Service Design used for?
Request for Change
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
Strategic - Tactical - Operational - Commodity
To provide a balanced view of overall service

12. What are the the 4 P's in Service Design?
- 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
People (culture - organization - skills) - Product (systems - infrastructure - tools) - Processes (how - where - when) - Partners (suppliers - manufacturers)
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation

13. What are the objectives of the Transition Planning & Support process?
Composed of tacit (implied) experiences - ideas - insight - values and judgement of individuals
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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 of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.

14. What Service Transition processes primarily support the Service Transition phase?
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
- Release & Deployment - Transition Planning & Support
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features

15. What is Change?
Action taken to recover after a failed change or release.
Addition - modification - removal of anything that could have an effect on IT services
Single Point Of Contact
It's he process responsible for managing the lifecycle of all service requests from users

16. What is the UC?
Value of 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.
Access - Identity - Rights - Service or Service Groups - Directory Services
Align new/changed services with business requirements - Maximize value to the business operations

17. BIA
Business Impact Analysis
- Change Management - Service Asset & Config Management - Knowledge Management
- Budgeting - Accounting - Charging (Billing)
Carry out one or more process activities

18. CSF
Tp provide the right for users to be able to use a service or group of services
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
Critical Success Factor
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.

19. What are the five aspects of Service Design?
- 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
1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes
Business Continuity Management
The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels

20. What is the scope of Incident Management?
It can identify weaknesses or areas of improvements.
Any event which disrupts - or which could disrupt - a service
Presents greater urgency and can have significant detrimental impact on business: - Separate procedure - Shorter time scale - Greater urgency - Different roles and responsibilities
Value of Investment

21. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
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.
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)

22. What is the Snapshot?
1) Core Publications 2) Complimentary Guidance
Strategic - Tactical - Operational - Commodity
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.
Design Coordination- Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management

23. What drives service design?
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
Lifecycle wide process and relevant to all lifecycles
Functional requirements - SLAs - benefits and design constraints
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)

24. Who should the Information Security Policy be communicated to?
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
Everyone except for Type III service providers (third parties)
Agreement between an IT service provider and another part of same organization that assists with service provision
Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented

25. What does the service desk do??
Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together!
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Incidents never become problems. They co-exist

26. What is a Business Case?
A justification for an expenditure with a focus on ROI and VOI including costs - benefits - options - issues - risks - and potential problems.
Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA
Tp provide the right for users to be able to use a service or group of services
It takes inputs and turn them into outputs.

27. What is the role of Application Management?
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)
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
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.
- 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

28. How is risk measured?
Provide overall planning for service transition and coordinate resources required for it
By the probability of threat - the vulnerability of assets to the threat - and impact of it occurring
A service provider which functions within the business units they server.
Operations control: - Console Management - Job scheduling - Backup and restore - Print and output management - Performance of maintenance activities

29. What are the objectives of the seven steps to improvement?
Functional requirements - SLAs - benefits and design constraints
Critical Success Factors = Something that must happen if a process - project plan - or IT service is to succeed
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Identify opportunities for improvements - Reduce cost - Identify what to measure - Review service achievements - Continually align and realign service provision with outcome requirements - Understand what to measure - why and define successful outcom

30. What is the Deming Cycle?
FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements.
The system used to collect and manage Config Items (CI's)
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.
- Vendor neutral - Non prescriptive - Best practice

31. What is the role of technical management?
Ensure assets required to deliver service are controlled and info is available for them
Ensure new - modified or retired services meet expectations of business as documented in service strategy and service design stages
Responsible - Accountable - Consult - Inform
- 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

32. What is an IT Service?
To quantify the impact to the business that loss of service would have
To provide best practice guidance to all types of organizations.
A service provided by an IT service provider made up of a combination of IT - people and processes.
It defines how to deliver services to meet a customer's business outcome - It defines how to manage services

33. When is the Service Design Package created or edited?
- New service - Major change to service - Removal of service - Changes to the SDP itself
Single Point Of Contact
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.
The implementation and management of IT services that meet the needs of the business.

34. What are the options of organizational structures of a service desk?
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
- 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
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Single Point Of Contact

35. What processes interfaces with Problem 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
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
To provide a single source of information on all operational and ready for production 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

36. What are the ITSCM process activities??
The result of an activity following a process or the delivery of a service.
Governs the org's approach to Information Security Management
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items

37. What are the two types of customers?
The implementation and management of IT services that meet the needs of the business.
1. Internal - works for same business as service provider 2. External - works for a business other than the service provider
Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget)
A set of discrete facts

38. What is the scope of Service Strategy??

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39. What is the purpose of Problem Management?
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
Access - Identity - Rights - Service or Service Groups - Directory Services
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented

40. What are the objectives of Request Fulfillment?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
To plan - schedule & control the build - test & deployment of releases
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.
- 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

41. What are two kinds of IT Services?
Configuration Management System
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
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.)
- 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

42. What are some Service Level Management Activities?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
The process in which capacity of services and infrastructure meets agreed capacity and performance requirements
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
A customer requirement for an aspect of an IT service

43. What is an Event?
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
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
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
- Release & Deployment - Transition Planning & Support

44. What are KPI's?
A set of responsibilities defined in a process and assigned to a person or team.
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)
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity

45. What is a basline measurement?
A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services.
Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation
A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan
A role is defined in a process or function.

46. What is a Service Catalogue?
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
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.
To provide a single source of information on all operational and ready for production services.
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense

47. What are the objectives of the Change Management Process?

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48. What is an Alert?
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
Is a notification that a threshold has been reached - something has changed - or a failure has occured
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
A service provider which functions within the business units they server.

49. SLM
Service Level Management
Ownership regardless of escalation remains with the service desk
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
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

50. BCM
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
Business Continuity Management
Overall program or plan of prioritized improvement actions for services and processes with associated risks.
It defines performance and the alignment of IT services with the business.