ITIL

Question 1

Organization

Answer 1

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
A single person or a team
A complex network of legal entities united by common objectives, relationships and authorities.

Question 2

Service management

Answer 2

is defined as a set of specialized organizational capabilities for enabling value to customer in for the form of services

Question 3

Value

Answer 3

The perceived benefits, usefulness, and the importance of something.

Question 4

Service Providers

Answer 4

organizations who deliver services

Question 5

Customer

Answer 5

The role that defines requirements for services and takes responsibility for outcomes from service consumption

Question 6

User

Answer 6

the role that uses services

Question 7

Sponsor

Answer 7

The role that authorizes the budget for service consumption

Question 8

Stakeholder

Answer 8

a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Question 9

Cost

Answer 9

the amount of money spent on a specific activity or resource.

Question 10

Service

Answer 10

a means of enabling value cocreation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Question 11

Product

Answer 11

a configuration of resources, created by the organization, that will be potentially valuable for their customers.

Question 12

Service Offering

Answer 12

a description of one or more services, designed to address the needs of a target consumer group, a service offering may include goods, access to resources, and service actions.

Question 13

Output

Answer 13

is a tangible or intangible deliverable of an activity

Question 14

Outcome

Answer 14

is a result for a stakeholder enabled by one or more outputs

Question 15

Risks

Answer 15

refers to possible events that could cause harm or loss or make it more difficult to achieve objectives.

Question 16

Utility

Answer 16

The functionality offered by a product or service to meet a particular need
What the service does
Can be used to determine whether a service is fit for purpose
Requires that a service support the performance of the consumer or remove constraints from the consumer

Question 17

Warranty

Answer 17

the assurance that a product or service will meet agreed requirements
How the service performs
Can be used to determine whether a service is fit for use
Typically addresses areas such as availability, capacity, service levels, and continuity
Requires that a service has defined and agreed conditions that are met
Marketing message

Question 18

Four Dimensions

Answer 18

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Question 19

Organizations and people

Answer 19

Formal organizational structures
Culture
Required staffing and competencies
Roles and responsibilities

Question 20

Information and technology

Answer 20

Information and knowledge
Technologies
Relationships between the components
“Data” “Products”

Question 21

Partners and suppliers

Answer 21

Service provider/service consumer relationship
Organizations partner and supplier strategy
Factors that influence supplier strategies
Service partnership
Share common goals and risks
Collaborate to achieve desired outcome
Goods and service supply
Formal contracts
Clear separation of responsibility

Service integration and management involves the use of a specially established integrator to ensure that service relationships are properly coordinated.

Service integration and management may be kept within the organization but can also be delegated to a trusted partner.

Question 22

Value streams

Answer 22

define the activities, workflows, controls and procedures needed to achieve agreed objectives.

Question 23

Process

Answer 23

is a set of interrelated or interacting activities that transform inputs into outputs

Question 24

SVS - Service Value System

Answer 24

is to ensure that the organization continually co-creates value with all stakeholders t through the use and management of products and services

Question 25

What are the inputs of a Service Value System (SVS)

Answer 25

Opportunities and Demand

Question 26

Opportunities

Answer 26

represent options or possibilities to add value for stakeholders or otherwise improve the organization

Question 27

Demand

Answer 27

is the need or desire for products and service among internal and external customers.

Question 28

What are the components of the SVS

Answer 28

Guiding principles Governance Service Value Chain Practices Continued improvement

Question 29

Guiding principles

Answer 29

Are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Question 30

Governance

Answer 30

is the means by which an organization is directed and controlled

Question 31

Service value chain (SVC)

Answer 31

is a set of interconnected activities that an organization performs in order to deliver a valuable product or service to its consumer and to facilitate value realization SVC are specific combinations of activities and practices, and each one is designed for a particular scenario.

Question 32

Practices

Answer 32

are sets of organizational resource designed for performing work or accomplishing an objective

Question 33

Continued improvement

Answer 33

is a recurring organizational activity performed at all levels to ensure that organizations performance continually meets stakeholders expectations.

Question 34

What are the Service Value Chain Activities?

Answer 34

Plan Engage Design and transition Obtain/build Deliver and support Improve

Question 35

Plan

Answer 35

is to ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization.

Question 36

Engage

Answer 36

is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.

Question 37

Design and transition

Answer 37

is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market

Question 38

Obtain/build

Answer 38

ensure that service components are available when and where they are needed and meet agreed specification.

Question 39

Deliver and support

Answer 39

is to ensure that services are delivered and supported according to agreed specification and stakeholders’ expectations.

Question 40

What are the 7 Guiding Principles?

Answer 40

FCPS TKO Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate

Question 41

Focus on Value

Answer 41

Everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders. Focus on value - Focused on the creation of value for service consumers. However, a service also contributes value for the organization and other stakeholders (e.g., revenue, customer loyalty, lower costs or growth opportunities).

Question 42

Which Guiding Principle is based on direct observation? This Guiding Principle says an organization should not starting over without first considering what is already available?

Answer 42

Start where you are

Question 43

Working in a “time-boxed”, iterative manner with “feedback loops” embedded into the process allows for greater flexibility, faster response to customer and business needs, the ability to discover and respond to “failure earlier”

Answer 43

Progress iteratively with feedback

Question 44

is a situation where part of the output of an activity is used for new input.

Answer 44

Feedback loop

Question 45

What does MVP stand for? What is the definition of MVP? Which Guiding Principle does MVP belong to?

Answer 45

MVP (Minimum viable Product) A version of the final product which allows the maximum amount of validated learning with the least effort. Progress iteratively with feedback

Question 46

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance and increased likelihood of long-term success. Information sharing, Understanding, Trust, and Real accomplishment (quick wins) are part of which guiding principle? • Identify bottlenecks and excess capacity • Uncover waste

Answer 46

Collaborate and promote visibility

Question 47

A holistic approach to service management requires an understanding of how all the parts of an organization work together in an integrated way Recognize the complexity of the systems

Answer 47

Think and work Holistically

Question 48

Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes

Answer 48

Keep it simple and practical

Question 49

To make something as effective and useful as makes sense is the use of technology to perform a step or series of steps correctly and consistently with limited or no human interven

Answer 49

Optimize and Automate Automation

Question 50

Name the three management practices and the practices listed under each of them.

Answer 50

General Management Practices Continual improvement Information security management supplier management Relationship management Service Management Practices Service level management monitoring and event management Service Desk Service Request management incident management problem management Change enablement IT asset management service configuration management Release management Technical management practices Deployment management

Question 51

The purpose of this practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of Products, Services, Practices, and any element involved in the management of products and services.

Answer 51

Continual improvement Practice

Question 52

What is CIR and what does it mean?

Answer 52

Continual improvement register - is a database or structured document to track and manage improvement ideas from identification through to final action.

Question 53

Purpose is to ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services.

Answer 53

Supplier management

Question 54

the purpose of this management practice is to protect the information needed by the organization to conduct its business.

Answer 54

Information security management

Question 55

Purpose is to establish and nurture the links between the organization and it’s stakeholders at strategic and tactical levels.

Answer 55

Relationship management

Question 56

What is the continual improvement model?

Answer 56

What is the vision? - Business vision, mission, goals, and objectives Where are we now? - Perform baseline assessments Where do we want to be? - Define measurable targets how do we get there? - Define the improvement plan Take action - Execute improvement actions did we get there? - Evaluate metrics and KPIs

Question 57

Is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Answer 57

Service Level management

Question 58

A documented agreement between a service provider and a customer that identifies services required and the expect level of service

Answer 58

Service Level Agreement

Question 59

the purpose is to systematically observe services and service components, and record and report selected changes of state identified as events

Answer 59

Monitoring and event Management

Question 60

Any change of state that has significance for the management of a service or other configuration item (CI). events are typically recognized through notifications created by an IT service, CI or monitoring tool.

Answer 60

Event

Question 61

This practice's purpose is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all its users. Which practice is about removing technical debt - service desk

Answer 61

Service Desk

Question 62

What are the three types of service desk models

Answer 62

Walk-in service desks - One location Centralized service desk - spread out but main group is located in one area Virtual service desk - anywhere

Question 63

This practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Answer 63

Service Request Management

Question 64

___ is a request from a user or a users authorized representative that initiates a service action that has been agreed as a normal part of service delivery.

Answer 64

Service Request

Question 65

The purpose of this practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 65

Incident Management

Question 66

an unplanned interruption to a service, or a reduction in the quality of service

Answer 66

Incidents

Question 67

Priority = what?

Answer 67

Priority = Urgency + Impact

Question 68

What is Swarming?

Answer 68

A technique organizations use to help manage incidents

Question 69

The purpose of this practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Answer 69

Problem management

Question 70

The purpose of this practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule

Answer 70

Change enablement

Question 71

a cause or potential cause, of one or more incidents

Answer 71

Problem

Question 72

a problem that has been analyzed but not been resolved.

Answer 72

Known error

Question 73

What are the 3 Sub processes of Problem management?

Answer 73

ICE - Problem Identification, Problem Control, Error Control

Question 74

activities identify and log problems Performing trend analysis of incident records • Detecting duplicate and recurring issues by users, service desk and technical support staff • Major incident management of identifying a risk that an incident could recur • Analyzing information received from suppliers and partners • Analyzing information received from internal software developers, test teams, and project teams. • Other sources of information can also lead to problems being identified

Answer 74

Problem Identification

Question 75

activities include problem analysis and documenting workarounds and known errors • Problem prioritization ◦ Based on risk posed, and managed based on potential impact and probability ◦ Not essential to analyze every problem  Can be more valuable to make progress on highest priority problems than to investigate every minor problem • Analyze problems from the perspective of all four dimensions of service management • When a problem cannot be resolved quickly, often useful to document a workaround

Answer 75

Problem control

Question 76

____ regularly re-assesses the status of known errors that have not been resolved, including overall impact on customers, availability and cost of permanent resolutions, and effectiveness of workarounds Identification of potential permanent solutions

Answer 76

Error Control

Question 77

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available; some workarounds reduce the likelihood of incidents

Answer 77

Workaround.

Question 78

- The addition, modification or removal of anything that could have a direct or indirect effect on services

Answer 78

Change

Question 79

What are the 3 types of change

Answer 79

Standard, Normal, and Emergency Change

Question 80

The purpose of this practice is to plan and manage the full lifecycle of all IT assets to help the organization: Maximize Value Control costs Manage Risks Support decision making about purchase, reuse and retirement and disposal of assets Meet regulatory and contractual requirements.

Answer 80

IT Asset Management

Question 81

The purpose of this practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

Answer 81

Service Configuration Management

Question 82

Any component that needs to be managed in order to deliver an IT service

Answer 82

Configuration Item (CI)

Question 83

The purpose of this practice is to make new and changed services and features available for use

Answer 83

Release management

Question 84

A version of a service or other configuration item, or a collection of configuration items, that is made available for use

Answer 84

Release

Question 85

The purpose of this practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments

Answer 85

Deployment management

Question 86

Name an approach for Deployment?

Answer 86

Push vs Pull Deployment

Question 87

are established between two or more organizations to co-create value

Answer 87

Service relationships

Question 88

consists of joint activities performed by a service provider and a service consumer to ensure continual value cocreation based on agreed and available service offerings

Answer 88

Service relationship management

Question 89

Management of provider resources configured to deliver the service Provision of access to resources for users Fulfillment of the agreed service actions Service performance management and continual improvement

Answer 89

Service Provisioning

Question 90

Management of the consumer resources needed to consume the service Utilization of the provider's resources Requesting of service actions to fulfill Receipt of or acquiring of goods

Answer 90

Service Consumption