ITIL

What is Configuration Item (CI)?

Any component or other service asset that needs to be managed in order to deliver an IT service; Controlled under change management

Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle?

Continual Service Improvement

Incident Management has a value to the business by?

Contributing to the reduction of impact of service outages

Which of the following activities is Service Level Management responsible for?

Create a customer facing service catalogue

What is CSF?

Critical Success Factor. Something that must happen if an IT service, process, plan, project or other activity is to succeed

What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

Define what you should measure, define what you can measure, gather data and process data.

Technical Management is NOT responsible for?

Defining the Operational Level Agreements for the technical teams

What is utility?

Fit for purpose. The functionality offered by a product or service to meet a particular need. It is what the service does and the service meets the required outcomes

What is warranty?

Fit for usability. Refers to the ability of a service to be available when needed to provide the required capacity and to provide required reliability in terms and continuity and security

Which of the following statements BEST describes the role of Communication during Service Operation?

Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?

Hardware and Software design, Environment design, Process design, Data design

What are the 3 types of service change?

Normal, Standard, Emergency

When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

Objective, Metric, Desired Outcome

What is Asset and Configuration Management (Service Transition)?

Optimize the service assets. Manage logical model of the infrastructure. How assets and components interrelate

Operation Control refers to?

Overseeing the execution and monitoring of IT operational events and activities.

What are the 4 P's of Service Management?

People, Processes, Products, Partners

What is Service Catalog Management (Service Design)?

Single logical source of consistent information on all agreed services. Available to those who are approved

What is Service Desk (Operations function)?

Single point of contact for user community. Manages incidents and service requests, satisfaction surveys

What is a Metric?

Something that is measured and reported to help manage a process, IT service or activity

Why should monitoring and measuring be used when trying to improve services?

To validate, direct, justify and intervene

What is the purpose of the Service Strategy stage?

To work with the business to plan for both long term and short-term service needs

What are the 4 processes under Service Strategy?

Strategy Generation, Demand Management, Service Portfolio Management, Financial Management

What is Release and Deployment Management (Service Transition)?

To deploy releases, establish effective use to customers and hand over to service operations

What is Event Management (Service Operations)?

To detect events through automated means, make sense of them and determine the appropriate control action, minimizing disruption. Even log files

What is Capacity Management (Service Design)?

To ensure cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future needs

What is Financial Management (Service Strategy) ?

To ensure proper funding for the delivery and consumption of services

What is Change Management (Service Transition)?

To ensure standardized methods and procedures are used for efficient and prompt handling of all changes

What is Availability Management (Service Design)?

To ensure the level of service availability delivered in all services is matched to or exceeds agreed needs

What is Testing and Validation (Service Transition)?

To ensure the new or changed service, process, plan or other deliverable meets the needs of business

What is Information Security Management (Service Design)?

To ensure the security aspects to services and management activities are appropriately managed and controlled

What is Knowledge Management (Service Transition)?

To improve the quality of management decision making by ensuring that reliable and secure information is available

What is Supplier Management (Service Design)?

To manage suppliers and the services they supply ensuring value for money is obtained

What is Problem Management (Service Operations)?

To prevent problems and resulting incidents, to eliminate recurring incidents and minimize impact

What is Incident Management (Service Operations)?

To restore normal service as agreed in the SLA ASAP

What is an Incident?

An unplanned interruption to an IT service or reduction in the quality of an IT service

Which of the following are characteristics of every process?

1) It is measurable. 2) It is timely. 3) It delivers a specific result. 4) It responds to a specific event. 5) It delivers its primary results to a customer or stakeholder.

Which is the following BEST describes a Local Service Desk structure?

A Service Desk that is situated in the same location as the users it serves.

What is Priority?

A category used to identify the relative importance of an incident, problem or change. Based on impact and urgency

What is Event?

A change of state that has significance for the management of an IT service or configuration item

A Service Level Package is best described as?

A definite level of utility and warranty associated with a core service package

What is Service Request?

A formal request from a user for something to be provided. ex: reset password

What is PDCA?

A four-stage cycle for process management, attributed to Edward Demming. Plan-DO-Check

What is an Alert?

A notification that a threshold has been reached, something has changed or a failure has occurred.

What is Risk?

A possible event that could cause harm or loss or affect the ability to achieve objectives. It is measured by the probability of a threat, vulnerability of the asset to the threat and impact if it occurred

What is a Known Error?

A problem that has a documented root cause and a workaround

What is a Baseline?

A snapshot that is used as a reference point

What is Availability?

Ability of an IT service or other configuration item to perform its agreed function when required. It is determined by reliability, maintainability and serviceability

What is Service Level Agreement (SLA)?

An agreement between an IT service provider and a customer

What is Operational Level Agreement (OLA)?

An agreement between an IT service provider and another part of the same organization (Internal)

The BEST definition of an event is?

An occurrence that is significant for the management of the IT infrastructure or delivery of services.

What is Service Level Agreement Management (Service Design)?

Building relationships. To ensure that an agreed level of IT services is provided for all current IT services. The sales/business liason function

What is a Problem?

Cause for one or more incidents

What are the 7 processes under Service Transition stage?

Change Management, Asset and Configuration Management, Knowledge Management, Release and Deployment Management, Transition Planning and Support, Testing and Validation, Evaluation

What is Service Knowledge Management System (SKMS)?

Collection of tools and databases that are used to manage information (knowledge). Logical unit that holds everything

What is Release Unit?

Components of an IT service that are normally released together. It usually includes sufficient components to perform a useful function

What is CMS?

Configuration Management System. Set of tools, data and information that is used to support capacity management

What is the purpose of the Service Transition stage?

Deploying new services, retiring old services and improving current services

What is Transition planning and support (Service Transition)?

Determine capacity and resources. Support transition teams in place. Ensure integrity of assets affected by change

What is Service Design Package?

Document defining all aspects of an IT service and its requirements though each stage of the lifecycle

What is Application Management (Operations function)?

Ensure applications are well designed, resilient and cost-effective. Technical skills to maintain and troubleshoot. Large app SMEs

What is Technical Management (Operations function)?

Ensure the knowledge required to design, test, manage, improve services is identified, developed and refined. Category specific SMEs (ex: Database team)

What is Governance?

Ensures that policies and strategy are actually implemented and the required processes are correctly followed. It includes defining roles and responsibilities, measuring and reporting and taking actions to resolve any issues identified.

What is IT Service Continuity Management (Service Design)?

Ensuring the required IT technical and service facilities can be resumed within required and agreed timescales

What is IT Operations (Operations function)?

Executes activities and procedures required to manage and maintain the IT infrastructure and services at agreed levels. Entry level IT positions

What is Access Management (Service Operations)?

Helps protect the CIA of assets by ensuring that only authorized users are allowed access to the right asset

At what stage is Continual Service Improvement implemented?

Implemented as part of every process

What are the 5 Service Operations processes?

Incident Management Problem Management, Access Management, Event Management and Request Fulfillment

What are the 5 processes under Service Operations stage?

Incident Management, Problem Management, Event Management, Request Fulfillment Management, Access Management

What is Business Case?

Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems

What is a KPI?

Key Performance Indicator. A metric that is used to help manage an IT service, process, plan, project or other activity

What is KEDB?

Known Error Database. A database containing all known error records

What is Technical Management responsible for?

Maintenance of the technical infrastructure, Documenting and maintaining the technical skills required to manage and support the IT infrastructure, Diagnosis of and recovery from technical failures

What is Request fulfillment (Service Operations)?

Manages non-incident queries. Users may want Excel '07 installed or Security Policy documentation

What is the purpose of the Service Operations stage?

Managing the services currently utilized by the business

What is the purpose of the Service Design stage?

Planning and architecting services that fall within the business' strategy. The requirements phase that produces the planning documents

What is Evaluation (Service Transition)?

Process that considers whether the performance is acceptable and has value for the money spent

What is Demand Management (Service Strategy) ?

Providers must manage and influence demand and capacity. Need to understand the pattern of business activity

What does Service Transition provide?

Provides guidance on moving new and changed services into production, provides guidance on testing, provides guidance on the transfer of services to or from an external service provider

Sources of 'good practice' include which of the following?

Public frameworks, Standards, Proprietary knowledge of Individuals and Organizations

What are the 7 R's of Change Management?

Raised, Reason, Return, Risks, Resources, Responsible, Relationship

What is a Workaround?

Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available

Business drivers and requirements for a new service should be considered during?

Review of the current capabilities of IT service delivery

What are the 7 processes under Service Design?

Service Catalog Management, Service Level Managment, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Supplier Management

What are the 4 Operation functions?

Service Desk, Technical Management, Application Management, IT Operations

"If something cannot be measured, it should not be documented" is a principle that applies to which of the following?

Service Level Agreement (SLA)

Which of the following identifies two Service Portfolio components within the Service Lifecycle?

Service Pipeline and Service Catalogue

What are the 5 stages of the Service Lifecycle?

Service Strategy, Service Design, Service Transition, Service Operations, Continual Service Improvement (CSI)

What is Service Pipeline?

Services that are proposed or in development. They have to be chartered to make it into the Service Catalog

What is Retired Services?

Services that have been phased out and are no longer supported; Still part of the Service Portfolio

What is Service Catalog?

Structured document with information about all live IT services including those available for deployment, It is part of the service portfolio and contains two types of IT services: customer-facing and supporting services required by the service provider to deliver customer-facing services.

Which of the following BEST describes the purpose of Event Management?

The ability to detect events, make sense of them and determine the appropriate control action.

What is Service Portfolio?

The complete set of services that is managed by a service provider. Used to manage the entire lifecycle of all services including service pipeline, service catalog and retired services

What is Service Portfolio Management (Service Strategy) ?

The provider's service mix that best optimizes the company's assets. Dynamic method for governing investments

The priority of an Incident is BEST described as?

The relative importance of the Incident based on Impact and Urgency.

Which of these is the CORRECT description of normal service operation?

The service is operating within the limits defined in the Service Level Agreement.

If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

They are likely to gradually reduce

What is an objective of Service Operation?

To deliver and support IT Services, To manage the technology used to deliver services, To monitor the performance of technology and processes

What is Definitive Media Library (DML)?

Vaults that store all software configuration items