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itil
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it-skills
Instructions:
Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. IT Ops and Application Management are involved in _____________________
Application support
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.
1) Customer Perception 2) Customer Preference 3) Business Outcomes
Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current - future) - Making best use of technology - The org structure - capabilities of staff - appropriate f
2. Detail the Service Owner's repsonsibility.
Tangible assets
Services that provide customer with wanted business outcomes.
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
Business Continuity Plan
3. What is the scope of change?
A role is defined in a process or function.
Any event which disrupts - or which could disrupt - a service
Changes to all architecture - processes - tools - metrics - documentation and to IT services and other config items
- New service - Major change to service - Removal of service - Changes to the SDP itself
4. SKMS
Action taken to recover after a failed change or release.
Vital Business Function
Agreement between an IT service provider and another part of same organization that assists with service provision
Service Knowledge Management System
5. How is the Service Design Package used?
It comes from providing context to data - Who? - What? - When? - Where?
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
It is passed from Service Design phase to the Service Transition phase and contains information to enable testing - introduction and operation.
Key Performance Indicator
6. What is Utilitiy?
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
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)
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
Fit for Purpose - The functionality of a product or service from a customer's perspective.
7. What are the objectives of the Release & Deployment Management process?
Is a notification that a threshold has been reached - something has changed - or a failure has occured
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management
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 -
8. What are the objectives of the Capacity Management process?
Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of act
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
Define and manage the steps needed to identify - define - gather - process - analyze - present and implement improvements
Monitors and reports against agreed Service Level targets (monthly report showing targets have been met - missed or threatened)
9. CMS
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Configuration Management System
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers
10. What is a known error?
Problem that has a documented root cause and workaround
- Budgeting - Accounting - Charging (Billing)
- Maintain policies - standards for service transition activities and processes - Guide major change or new service through service transition process- And more...
Inputs - Outputs - Activities - Measurements - Roles
11. What are two availability management activities?
1) Reactive activities (monitor - measure) 2) Proactive activities (plan - design - improvement)
Carry out one or more process activities
Strategic - Tactical - Operational - Commodity
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
12. What are Retired Services?
Services that are no longer available.
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
By enhancing the performance of tasks and reducing the effect of constraints.
Strategic = Goals and Objectives - Tactical = Process and Maturity - Operational = Metrics and KPI's
13. What are the components of value?
Access - Identity - Rights - Service or Service Groups - Directory Services
Ownership regardless of escalation remains with the service desk
Return on Investment
1) Customer Perception 2) Customer Preference 3) Business Outcomes
14. What topics are covered in Service Strategy?
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.
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
Access - Identity - Rights - Service or Service Groups - Directory Services
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
15. What is the objective of Service Strategy
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
Share perspectives - ideas - experience & info to enable informed decisions
Align new/changed services with business requirements - Maximize value to the business operations
1. Business Service Catalogue 2. Technical Service Catalogue.
16. What processes are related to of Service Operation??
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.
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
Incident management - Problem management - Event management - Request Fulfillment - Access Management
Vital Business Function
17. What influences the expected service?
Configuration Management System
A workload profile of one or more business activities which represents the dynamics of business and interactions with customers - suppliers - partners and stakeholders.
Pattern of Business Activity
1) Preferences 2) Past experiences 3) Communications
18. What is a Config Item (CI)?
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
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 service asset that needs to be managed to deliver a service
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
19. SPOC
Single point of contact for users (to service provider) - Communication to users - Coordination for several IT groups and processes
ensuer goals of service design stage are met with single point of coordination within this stage
It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.
Single Point Of Contact
20. What are the three Service Design Agreements?
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's)
To provide a single source of information on all operational and ready for production services.
Vital Business Function
21. What is Business Value?
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.
Development of market spaces - Characteristics of internal and external provider types - Service assets - Service Portfolio - Implementation of strategy
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
22. What is the purpose of Continual Service Improvement?
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
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.
To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes
To prevent problems and resulting incidents from happening - to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
23. What is the scope of Continual Service Improvement??
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Known Error Database
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
Provide overall planning for service transition and coordinate resources required for it
24. What Service Transition processes support all lifecycle phases?
- Change Management - Service Asset & Config Management - Knowledge Management
The process to ensure that the level of availability in services needs agrees with the required needs
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
Is responsible for managing applications through their lifecycle
25. What are examples of Config Items?
1) Core Publications 2) Complimentary Guidance
Change Advisory Board
Assets such as server licenses and software licenses.
- 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
26. What is risk?
Design - testing - improvements of CI's
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
The services themselves - Service management processes - Technology (management of infrastructure) - People
27. What is the purpose of Service Design??
Business Impact Analysis
To design IT Services together with governing practices - processes and policies - To provide an introduction of services to supported environments
It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service
To provide guidance on designing - developing - and implementing Service Management not only as an organizational capability - but also as a strategic asset.
28. What processes interfaces with Problem Management?
To restore the normal service to users as quickly as possible - Restoration of service in the widest possible sense
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.
Addition - modification - removal of anything that could have an effect on IT services
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
29. Describe the IT Service Continuity Management process.
The level to which the service meets a customer's expectation.
The process that supports the Business Continuity Management process by managing risks that could affect services.
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
Continual Service Improvement
30. What is the business value of the service desk?
- Reduce negative business impact - Improve customer service - perception - satisfaction - Increase accessibility through SPOC (single point of contact) - More meaningful management info
Problem that has a documented root cause and workaround
Assets such as server licenses and software licenses.
By enhancing the performance of tasks and reducing the effect of constraints.
31. Describe Time Scales of Incident Management
- New service - Major change to service - Removal of service - Changes to the SDP itself
Service Asset and Configuration Management
Application support
They are Based on targets in SLA's - Captured as targets in OLA's - Escalation based on predefined rules
32. RACI
Responsible - Accountable - Consult - Inform
Day to day processes and activities - Improving Services - Diagnose and resolve IT operations failures
A customer requirement for an aspect of an IT service
A body to support authorization of changes. Assists in change management - assessment - prioritization - scheduling of change
33. What is a Capability?
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
Up to each org to decide which service requests it will handle
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
The ability of an organization - person - process - application - Configuration Item - or IT Service to carry out an activity.
34. What is the purpose of Service Strategy?
Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures
Problem that has a documented root cause and workaround
Design - testing - improvements of CI's
To define the perspective - position - plans and patterns needed to be able to execute and meet an organization's business outcomes.
35. Facilities Management
Accountable for the delivery of a specific service.
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
Supplier and Contract Management Information System
Responsible - Accountable - Consult - Inform
36. What actvities does Business Relationship Management Activities refer to?
1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services)
Actvities that represent the service provider to customers through marketing - selling and delivery activities - Activities that facilitate customer advocacy throughout the service lifecycle.
Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements.
1) Utility 2) Warranty
37. CMDB
Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design
Configuration Management Database
Vital Business Function
A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle.
38. Volume/Phase 4: Service Operation - What is it?
The Continual Service Improvement Register: Is kept to record all the improvement opportunities
The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer - user & service provider
IT Service Management
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
39. What is the purpose of the Capacity Management process?
1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers
Everyone except for Type III service providers (third parties)
It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements
To provide and maintain a single source of info on all operational and ready to be introduced services
40. What are the 4 levels of service provision expectations?
An IT infrastructure - people - money - or other tangible asset that might help deliver an IT Service.
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
A service provider which functions outside of the organization that can offer competitive prices and lower unit costs.
To be accountable for the overall quality of a process and ensure that a process is fit for purpose.
41. What is the scope of Service Transition?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Addition - modification - removal of anything that could have an effect on IT services
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
Operation Level Agreement
42. What processes does the Change Management process interface with?
An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective.
- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering
Configuration Management System
Functional requirements - SLAs - benefits and design constraints
43. How do you prioritize an incident?
- Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers
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
Incidents never become problems. They co-exist
To establish and maintain a customer-provider relationship - To identify customer needs and meet the customer needs even when they change.
44. What are the ITSCM process activities??
Initiation - Requirements and Strategy - Implementation - Ongoing Operation
1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close
To be accountable for the operational management of the process.
Supplier and Contract Management Information System
45. What is Utility?
A service provided by an IT service provider made up of a combination of IT - people and processes.
Fit for purpose-the functionality of a product or service to meet a particular need.
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)
A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity
46. What are the technical management groups?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
- 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
- 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
Data centre Management - Recovery sites - Coordination consolidation projects - Management of outsourcing contracts
47. Describe the Supplier Management process.
Ensure all contracts/agreements with suppliers support needs of business - and that contractors meet their commitments
The process that obtains value for money from suppliers.
A customer requirement for an aspect of an IT service
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
48. What is the purpose of ITIL Complementatry Guidance?
To provide guidance for specific to industry sectors - org types - operating models and technology architectures.
Carry out one or more process activities
Single Point Of Contact
The customers - The services - How value is created - How assets underpin value - The delivery and funding model
49. What processes does Financial Management include?
- Budgeting - Accounting - Charging (Billing)
Pattern of Business Activity
Keep it simple - Use multi-level categorization - Use categorization for reporting
Responsible - Accountable - Consult - Inform
50. What is the purpose of Availability Management process?
-Network support - Server team - Virtualization team - Middleware - Desktop - Database - Directory services - Web services - Messaging team
1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement
To ensure that the level of availability delivered in services meets the agreed availability need and service level targets
1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features
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