Itil

Front 1

Best Practices are:

Back 1

Practices which have been proven to be successful and which have achieved widespread adoption.

Front 2

ITIL is:

Back 2

A best practice framework

Front 3

The set of specialized abilities that focuses on internal processes and systems for meeting computer needs to provide value to customers in the form of a good or a service.

Back 3

Service Management

Front 4

A structured set of activities designed to accomplish a specific objective is:

Back 4

A process

Front 5

A Process Owner is …

Back 5

a) Is responsible for the design and maintenance of an effective and efficient process
b) Defines / Reviews the KPIs
c) Ensures the staff knows the process as well as their role & responsibilities
d) Responsible for ensuring all activities defined are performed successfully

Front 6

A team or group of people and the tools they use to carry out one of more Processes or Activities is:

Back 6

A function

Front 7

Resources and Capabilities are strategic assets used to create value. Which layer of the process model do these belong?

Back 7

Process enablers

Front 8

Ensuring that policies and strategy are actually implemented and that required processes are correctly followed is

Back 8

Governance

Front 9

What is the RACI model used for?

Back 9

Documenting the roles and relationships of stakeholders in a process or activity

Front 10

Sources of best practice include:

Back 10

Public frameworks

Standards

Proprietary knowledge of individuals and organization

Front 11

In which phase would we answer questions as: What will we offer? How are we better than competition? Can we justify the "spend" for this offering? Do we have the resources/capabilities to support this service?

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Service Strategy

Front 12

What concept is "fit for purpose"

Back 12

Utility

Front 13

What process provides a financial understanding of IT services and their as well as forecast financial needs?

Back 13

IT Financial Management

Front 14

What process ensures that as business strategies change the services within the portfolio are maintained through well managed activities and to be able to view, analyze and manage services s they relate to each other?

Back 14

Portfolio Management

Front 15

What process uses activities to understand and influence customer demand for service?

Back 15

Demand Management

Front 16

Where would an organization store information about all services, including those being developed, the services currently offered and the services that have been retired?

Back 16

Service Portfolio

Front 17

What process has this two-fold purpose?
1. Establish a relationship between the provider and the customer based on understanding customer's needs
2. Ensure the provider is able to meet those needs over time

Back 17

Business relationship management

Front 18

What identifies two Service Portfolio components within Service Lifecycle

Back 18

Service pipeline and Service Catalogue

Front 19

What is NOT answered by information in the Service Portfolio?

Back 19

What opportunities are there in the market?

Front 20

To plan the service including all its architectures, processes, policies and documentation to meet current and future agreed-to business requirements is the definition of what lifecycle phase?

Back 20

Service Design

Front 21

An agreement between a provider and a customer that describes the service provided, the service level targets such as availability. and the responsibilities of both provider and customer is called:

Back 21

A service level agreement

Front 22

An agreement between a provider and an internal unit written to support the delivery of services to customers is called:

Back 22

An operational level agreement

Front 23

A collection of documents defining all aspects of a service and it’s requirements through each subsequent stages of the lifecycle is called:

Back 23

A Service Design Package (SDP)

Front 24

A mutually binding agreement between two parties (such as a Supplier and a customer) is called

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A contract

Front 25

The main output of the Design phase is:

Back 25

service design package (SDP)

Front 26

Design for new functional requirements, agreed to business requirements, resources and capabilities needed are agreed upon. What aspect of design is this?

Back 26

Design of Service Solutions

Front 27

Each element of a service, from its applications to hardware to data, need to be appropriately designed. “The development and maintenance of IT policies, strategies, architectures, designs, documents, plans and processes for the deployment and subsequent operation.” What aspect of design is this?

Back 27

Design of Technology Architectures and Management Systems

Front 28

These are activities of what process?
* definition of the service in the Catalog
* Produces an accurate Catalog
* Insures Catalog information consistency with the Portfolio

Back 28

Service Catalog Management

Front 29

This process ensures services and their performance are being measured to evaluate if the service performance is meeting the needs of business and customers. This process builds relationships, ensures quality and customer satisfaction and works to improve levels of service where cost-justifiable.

Back 29

Service Level Management

Front 30

This role will focus on negotiating, agreeing, monitoring, reporting and reviewing targets, assists with the maintenance of an accurate portfolio, is aware of changing business needs and manages relationships.

Back 30

Service Level Manager Role

Front 31

This process must understand service and component availability requirements from the business perspective to ensure services are designed for the appropriate availability.

Back 31

Availability Management

Front 32

Reliability is:

Back 32

Freedom from operational failure – metrics for how long an element can perform as agreed

Front 33

Two key metrics of reliability are:

Back 33

MTBF – Mean Time Between Failures
MTBSI – Meantime Between Service Incidents

Front 34

Maintainability is:

Back 34

How quickly and effectively an element can be restored to normal working after failure

Front 35

Maintainability is the ability to restore a failed service quickly. Two key metrics of maintainability:

Back 35

MTRS – Meantime To Restore Service
MTTR – Mean Time To Repair

Front 36

What process is responsible for balancing capacity and demand? This process produces a yearly plan.

Back 36

Capacity Management

Front 37

This process concerns itself with events that the business considers significant enough to be defined as a disaster; to support Business by ensuring that the required IT service provision can be recovered within required / agreed-to timeframes.

Back 37

IT Service Continuity Management

Front 38

This process performs regular Risk Assessments and Business Impact Analysis exercises to determine how to eliminate or mitigate risks and their potential disruption to services.

Back 38

IT Service Continuity Management

Front 39

What are examples of recovery options?

Back 39

Gradual Recovery
Intermediate Recovery
Fast Recovery
Immediate Recovery

Front 40

This process ensures information is available to those who have a right to have it, the information is complete, accurate and protected against unauthorized modification, is usable when required and secure from an attack.

Back 40

Information Security Management

Front 41

This process ensures supplier contracts are align with business strategies, manages supplier performance and relationships, and uses a tool “Supplier and Contract Database” to store the information about suppliers.

Back 41

Supplier Management

Front 42

This Process Role has these responsibilities: Carry out activities, understand how their role contributes, works with other stakeholders, ensures inputs and outputs for their activities are correct and complete documentation correctly.

Back 42

Process Practitioners

Front 43

The CORRECT description of normal service operation is:

Back 43

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

Front 44

Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Management negotiates internal and external agreements to support the delivery of services
b) Supplier Management ensures that suppliers meet business expectations
) Supplier Management maintains information in a Supplier and Contract Database
d) Supplier Management should be involved in all stages of the Service Lifecycle, from Strategy through Design and Transition to Operations and Improvement

Back 44

Supplier Management negotiates internal and external agreements to support the delivery of services

Front 45

Service Level Management is responsible for:

Back 45

Create technology metrics to align with customer needs

Front 46

What are characteristics of every process?

Back 46

It is measureable
It delivers a specific result
It responds to a specific event
It delivers it primary results to a customer or stakeholder

Front 47

Defining the functional requirements for a new service is part of:

Back 47

Service Design: Design the service solutions

Front 48

The objectives of what lifecycle phase are to ensure that new or changed services are integrated into business – are aligned with business requirements – and provide maximized results.

Back 48

Service Transition

Front 49

The set of tools & databases used by a service provider to manage all knowledge through the lifecycle:

Back 49

Service Knowledge Management System (SKMS)

Front 50

The collection of configuration items introduced into the live environment together is known as:

Back 50

Release Unit

Front 51

Serves as a governing tool and helps guide the release management process.

Back 51

Release Policy

Front 52

This is a repository for all authorized versions of media used by the organization is known as:

Back 52

Definitive Media Library (DML)

Front 53

This artifact would document all changes that are approved and being managed.

Back 53

Schedule of Change (SC)

Front 54

This document details when a service is expected to be unavailable due to a change. Change and Availability work together to be sure details are kept up-to-date.

Back 54

Projected Service Outage (PSO)

Front 55

This is a review that takes place after a change has been implemented. This review will determine if the change was successful and identifies opportunities for improvement.

Back 55

Post Implementation Review (PIR)

Front 56

This is the trigger for the Change Management process. Once received they are logged and reviewed.

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Request for Change (RFC)

Front 57

A standard change is

Back 57

Pre-approved which allows the change to be handled expediently with success

Front 58

The purpose of _____________is to optimize service assets by managing, storing and providing information about Configuration Items and Service Assets throughout their lifecycle. Define, Control and Protect CIs.

Back 58

Service Asset and Configuration Management

Front 59

This process enables organizations to improve the quality of management decision-making by ensuring that reliable and secure information is available. Improve efficiency by reducing the need to rediscover knowledge.

Back 59

Knowledge Management

Front 60

The purpose of this process is to build, test and deliver the services per service design package.

Back 60

Release and Deployment Management

Front 61

An addition, modification or removal of a supported component is known as:

Back 61

Service Change

Front 62

What process authorized a validated release for deployment?

Back 62

Change Management

Front 63

What role is responsible for receiving, logging and prioritizing a Request for Change (RFC)?

Back 63

Change Manager

Front 64

Which of the following statements are CORRECT?

-Service Transition provides guidance on moving new and changed services into production -Service Transition provides guidance on Testing -Service Transition provides guidance on the transfer of services to or from an external service provider

Back 64

ALL

Front 65

Which of these is NOT a type of Change?
a) Standard Change

b) Normal Change
c) Critical Change
d) Emergency Change

Back 65

c) Critical change

Front 66

The following options are considered within which process?
Big Bang vs. Phased
Push and Pull
Automated vs. Manual

Back 66

Release and Deployment Management

Front 67

What lifecycle phase focuses on the day to day management delivery of services? The phase coordinates the activities and processes to deliver the service, support the service, restore the service, improve and manage the service.

Back 67

Service Operations

Front 68

Services must work at agreed levels and within agreed costs. The processes and functions of what phase are designed to ensure the services meet business requirements daily?

Back 68

Service Operations

Front 69

A request for information or advice is:

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Service Request

Front 70

An unplanned interruption or reduction in quality to an IT service which should repaired ASAP is__:

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Incident

Front 71

The unknown underlying cause of an incident is ________:

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Problem

Front 72

A problem that has a documented root cause and a workaround is:

Back 72

Known Error

Front 73

This process’ goal is to restore normal Service Operation as quickly as possible and works to minimize the impact on business operations.

Back 73

Incident Management

Front 74

This process is involved in monitoring and automating to ensure services are managed effectively. To detect, make sense of notification and determine appropriate control.

Back 74

Event Management

Front 75

This process work to enforce the Information Security policies and ensure users have access to the services and systems they have right to access.

Back 75

Access Management

Front 76

This process works to eliminate underlying causes of incidents.

Back 76

Problem Management

Front 77

This function is custodian of Technical Knowledge and Expertise to help plan, implement and maintain a stable infrastructure…a well-designed, resilient, cost-effective topology.

Back 77

Technical Management

Front 78

This function is responsible for managing applications throughout their lifecycle.

Back 78

Applications Management

Front 79

This function is the single point of contact between the service provider and the users. This function typically manages incidents and service requests, handles communication with the user.

Back 79

Service Desk

Front 80

This function performs the daily activities (example: nightly backups) needed to manage IT services and infrastructure as defined during Service Design. The function includes Control and Facilities.

Back 80

Operations Management

Front 81

The priority of an Incident is BEST described as?

Back 81

The relative importance of the Incident based on impact and urgency

Front 82

Operations Control refers to?

Back 82

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

Front 83

What BEST describes the purpose of Event Management?

Back 83

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

Front 84

What BEST describes a Local Service Desk structure?

Back 84

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

Front 85

The BEST definition of an event is?

Back 85

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

Front 86

Incident Management has a value to the business by?

Back 86

Contributing to the reduction of impact of service outages

Front 87

Which are the missing Service Operation Processes from the Following?
1. Incident management
2. Problem Management
3. Request Fulfillment
4. ?
5. ?

Back 87

Event Management and Access Management

Front 88

What is NOT an objective of Service Operation?

Back 88

Thorough testing to ensure that services are designed to meet business needs

Front 89

What is NOT an example of a Service Request?

Back 89

A user calls the Service Desk because they could like to change the functionality of an application

Front 90

Technical Management is NOT responsible for?

Back 90

Defining the Operational Level Agreements for the technical teams

Front 91

What lifecycle phase has the primary purpose to maintain alignment of IT services to changing business needs requiring the ability to identify and implement improvements?

Back 91

Continual Service Improvement

Front 92

This is used to establish an initial data point used to compare for future improvements.

Back 92

Baseline

Front 93

This is something that must happen if a process, or project, or plan, or service is to succeed. KPIs will measure if achieving this.

Back 93

Critical Success Factor (CSF)

Front 94

This is a specific type of metric used to actively manage a process or service to achieve the Critical Success Factors.

Back 94

Key Performance Indicator (KPI)

Front 95

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

Back 95

Identify improvement strategy, define what you will measure, gather data, process data

Front 96

Which of the following is NOT step in the Continual Service Improvement (CSI) model?
a) What is the vision?
b) Did we get there?

c) Is there a budget?

d) Where are we now?

Back 96

c) Is there a budget?

Front 97

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

Back 97

To validate, direct, justify and intervene

Front 98

Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?
a) Facilitates clear communication and workflow practice across all parties involved in the CSI program
b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing
c) Identifies where internal Service Level agreements (SLAs) can be established to implement CSI
d) Provides a clear focus for matching the CSI processes to financial planning

Back 98

d) Provides a clear focus for matching the CSI processes to financial planning

Front 99

Learning and Improvements is the PRIMARY concern of which of the following phase of the Service Lifecycle?

Back 99

Continual Service Improvement

Front 100

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

Back 100

Hardware and Software design
Environmental design
Process design
Data design