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ITIL Flashcards

1
Q

Disaster Recovery

A

IT Service Continuity Management

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2
Q

Service Strategy Scope

A

Definining a strategy whereby a service provider will deliver services to meet a customer’s business outcomes

Defining a strategy for how to manage those services

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3
Q
  1. Which stage of the service lifecycle identifies service needs and opportunities, and ways to exploit them?
    a) Service Strategy b) Service Design
    c) ServiceTransition d) Service Operation
A

A. Service strategy

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4
Q
  1. Which statement is CORRECT?
    a) The Configuration Management System (CMS) is part of the Known Error Database (KEDB)
    b) The Service Knowledge Management System (SKMS) is part of the Configuration Management System (CMS)
    c) TheConfigurationManagementSystem(CMS)ispartoftheServiceKnowledge Management System (SKMS)
    d) The Configuration Management System (CMS) is part of the Configuration Management Database (CMDB)
A

c) TheConfigurationManagementSystem(CMS)ispartoftheServiceKnowledge Management System (SKMS)

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5
Q

What are the correct list of metrics to support CSI activities

A

Technology, process and service

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6
Q

Who makes the ultimate decision regarding the value of a service?

A

The customer

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7
Q

Patterns of Business Activity

A

Demand Management

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8
Q

resiliency solutions for high availability

A

Availability Management

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9
Q

identifies, negotiates and agrees upon requirements
• SLA, OLA, UC
• Framework – Customer‐based, Service‐based, Corporate or Multi‐level

A

Service Level Management

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10
Q
  1. Which reason describes why ITIL is so successful?
    a) It is not tied to any particular vendor platform
    b) The five ITIL volumes are concise
    c) It tells service providers exactly how to be successful d) It is designed to be used to manage projects
A

a) It is not tied to any particular vendor platform

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11
Q

Single point of contact for users when there is a service disruption, for service requests or even for some categories of request for change

A

Service Desk

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12
Q
  1. Which is an example of an internal customer?
    a) A customer who has a contract with an internet service provider for a broadband connection
    b) TheHRdepartmentwhosepayrollserviceisprovidedbytheirorganization’sIT department
    c) An IT department that uses a network service obtained from a supplier
    d) Aretailbankthatoutsourcesitsinfrastructuretoathird-partysupplier
A

b) TheHRdepartmentwhosepayrollserviceisprovidedbytheirorganization’sIT department

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13
Q

2 types of Problem management

A

Reactive and Proactive

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14
Q
  1. Which statement BEST describes the value of the service design stage to the business?
    a) It increases business success through the better design of the customer’s business processes
    b) It provides quick and effective access to standard services that improve business productivity
    c) It improves service quality through services that are better designed to meet customer outcomes
    d) It monitors the IT services to identify opportunities for improvement
A

c) It improves service quality through services that are better designed to meet customer outcomes

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15
Q

Utility + Warranty = ?

A

Service Value

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16
Q

Which is the single overarching area that ties IT and business together?

A

Governance

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17
Q

2 sub-functions of IT Operations Management

A

IT Operations Control

Facilities Managment

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18
Q

Configuration Management System (CMS) – contains relationships between Configuration Items (CIs)
• Relationships help identify how CIs are connected to each other to deliver or form a service

A

Service Asset and configuration management

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19
Q

Deming Cycle (Plan‐Do‐Check‐Act) • CSI Model

A

CSI Models

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20
Q

Key Roles in ITIL

A

Service Owner
Process Owner
Process Manager
Process Practitioner

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21
Q

Subprocesses: Business, Service and Component

Capacity Management

A

Capacity Management

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22
Q

Drivers

A

Substitutes
Regulators
Customer

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23
Q

Critical Success Factors and Key Performance Indicators that indicate the health of a process

A

Process Metrics

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24
Q

Functions within Service Operation Stage

A

Service Desk
IT Operations Management
Application Management
Technical Management

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25
Q

Budgeting, accounting, charging

A

Financial Management

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26
Q

Processes within Service Strategy stage

A

Business Relationship Management
Service Portfolio Management
Financial Management

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27
Q

Which of the following are process enablers

A

Process resources and capabilities

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28
Q
  1. Which statement about the Service Portfolio is TRUE?
    a) The service portfolio includes all services except those managed by third parties b) It is an integral part of the service catalogue
    c) Itallowstheorganizationunlimitedresourceswhenplanningfornewservice deployments
    d) It represents all resources presently engaged or being released in various stages of the service lifecycle
A

d) It represents all resources presently engaged or being released in various stages of the service lifecycle

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29
Q

Process (CSF, KPI)
• Service (End to end service measurements)
• Technology (individual component measurements

A

3 Types of Metrics

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30
Q

Provides the customer with a level of reassurance and guarantee to meet agreed upon requirements

A

Service Warranty

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31
Q

• Executes the access policies defined in Information Security Management in order to protect the confidentiality, integrity and availability (CIA) of information.

A

Access Management

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32
Q

Pipeline – Catalog ‐ Retired

A

Service Portfolio Management

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33
Q
  1. Which one of the following is the purpose of Service Level Management?
    a) To carry out the service operations activities needed to support current IT services
    b) To ensure that sufficient capacity is provided to deliver the agreed performance of
    services
    c) TocreateandpopulateaServiceCatalog
    d) To ensure that an agreed level of IT Service is provided for all current IT services
A

d) To ensure that an agreed level of IT Service is provided for all current IT services

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34
Q

manages suppliers and their UCs

A

Supplier Management

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35
Q

• Utility (fit for purpose) + Warranty (fit for use – availability, continuity, capacity,
security)
• Business outcomes, customer preferences and customer perception

A

Service Value

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36
Q

5 core books of ITIL which is also the same as the Key Lifecycles

A 
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
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37
Q

In ITSM, what are described as being Type I, Type II or Type III

A

Service Providers

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38
Q

Protects the confidentiality, integrity and availability of information

A

IT Security Management

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39
Q

RACI

A

Responsible
Accountable
Consulted
Informed

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40
Q

Sources of Best Practices

A 
Standards
Industry Practices 
Academic Research
Training and Education
Internal Experience
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41
Q
  1. Which term describes the person who has ownership of the end result in a process?
    a) Accountable b) Responsible c) Consulted d) Informed
A

a) Accountable

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42
Q

Responsible for managing applications throughout their Lifecyle

A

Application Management

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43
Q

What would be negotiated by Service Level Management

A

Future Requirements and Targets

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44
Q
  1. Which is NOT a benefit of using public frameworks and standards?
    a) Knowledge of public frameworks is more likely to be widely distributed
    b) They are validated across a wide range of environments making them more robust
    c) Theyarealwaysfreeensuringtheycanbeimplementedquickly
    d) They make collaboration between organizations easier by giving a common
    language
A

c) Theyarealwaysfreeensuringtheycanbeimplementedquickly

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45
Q
  1. Which role is accountable for the operational management of a process?
    a) Process practitioner b) Process manager
    c) Servicemanager d) Change manager
A

b) Process manager

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46
Q

Enablers

A 
Employees
Customers
Suppliers
Consultants
Technologies
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47
Q

Indicate the result of an end to end service

A

Service Metrics

48
Q

contains relationships between Configuration Items (CIs

A

Configuration Management System (CMS)

49
Q

maintains information about operational or ready for deployment services. Customer viewable portion of the portfolio

A

Service Catalog

50
Q
  1. Which statement about services is CORRECT?

a) External services are provided to business units in the same organization
b) Internal services are provided by suppliers to the internal IT department
c) Internalservicesaredeliveredtoexternalcustomers
d) External services are delivered to external customers

A

d) External services are delivered to external customers

51
Q
  1. Which of the following statements are CORRECT?
  2. Theservicecatalogueformspartoftheserviceportfolio
  3. The service catalogue contains details of all services currently being provided or
    being prepared for transition
  4. Theserviceportfolioformspartoftheservicecatalogue
  5. Theservicecataloguecontainsdetailsofallthefuturerequirementsforservices
A

1 and 2

52
Q

a Problem that has a documented root cause and particularly when a workaround exists. Placed in the Known Error Database (KEDB)

A

Known Error

53
Q
  1. Maintainability is a key aspect of which ITIL process?
    a) Capacity Management
    b) Availability Management
    c) FinancialManagementforITServices d) Problem Management
A

b) Availability Management

54
Q

Service Strategy Objectives

A

An understanding of what strategy is
A clear identification of services and their customers
Ability to define how value is created and delivered
Identification of opportunities to provide services
A clear service provision model
Understanding the Organizational capability required to deliver the strategy
Understanding how service assets are used to deliver services
Processes that define the strategy of the organization and support delivering that strategy

55
Q

Component and application based

A

Technology Metrics

56
Q

Event – any detectable occurrence that has significance for the management of the IT infrastructure or services
• Purpose ‐ Detect events, make sense of them and determine appropriate control action
• 3 Types of Events – Informational, Warning and Exceptional

A

Event Management

57
Q
  1. Why is it important that the five major aspects of Service Design are considered within a holistic approach?
    a) Toensurecompliancewithfinancialgovernance
    b) To prevent security breaches in the future
    c) ToensurethatServiceStrategyiscorrectlyestablishedanddocumented
    d) To ensure that fundamental parts of the design are not added as an afterthought
A

d) To ensure that fundamental parts of the design are not added as an afterthought

58
Q
  1. Which process works with Service Level Management to ensure that the service provider has a full understanding of the needs and priorities of the business?
    a) Business Relationship Management b) Service Desk
    c) KnowledgeManagement
    d) Financial Management for IT Services
A

a) Business Relationship Management

59
Q

What is the main objective of Service Management

A

To utilise specialised Organizational capabilities for delivering value to customers in the form of services

60
Q
  1. What is the MAIN reason for Change Management to be integrated with processes used for organizational projects?
    a) To ensure change will be assessed for its impact on the security plan
    b) To define clear boundaries, dependencies and rules
    c) To assess the impact of proposed changes and to track change workflow
    d) To distinguish between different types of requests that will be initiated by users
A

b) To define clear boundaries, dependencies and rules

61
Q

Which stage of the service lifecycle has teh purpose of designing IT services, in addition to governing IT Practices, processes and policies

A

Service Design

62
Q

What are the three levels that should be contained in a multi level SLA

A

Corporate, customer, service

63
Q

Identify, define what to measure, gather data, process data, analyze data, present recommendations, implement improvement

A

7 Step Improvement

64
Q
  1. What BEST defines serviceability?
    a) How quickly a service or component can be restored to normal working order
    b) How long a service or component can perform its agreed function without failure c) Thepartofthebusinessprocessthatiscriticaltoprovidingtheservice
    d) The ability of a third-party supplier to meet the terms of its contract
A

d) The ability of a third-party supplier to meet the terms of its contract

65
Q

Design of Service Solutions
• Design of Service Management Tools e.g., Service Portfolio • Technology & Architecture Design
• Design of Measurement Methods & Metrics
• Design of Processes

A

5 aspects of service design

66
Q
  1. Which ITIL process covers third-party contract renewal and termination?
    a) Supplier Management
    b) Business Relationship Management c) ServiceLevelManagement
    d) Financial Management for IT Services
A

a) Supplier Management

67
Q

Provides detailed technical skills and resources needed to support the ongoing operations of IT Service and the management of the IT Infrastructure.

A

Technical Management

68
Q
  1. What are used to control a process?
    a) Inputs
    b) Objectives c) Functions
    d) Stakeholders
A

B. Objectives

69
Q
  1. What does a “structured set of activities designed to accomplish a specific objective” define?
    a) A function b) A risk
    c) Aprocess d) A role
A

C. A process

70
Q
  1. What is the prediction and control of income and expenditure of money within the organization known as?
    e) Charging
    f) Budgeting g) Governance h) Accounting
A

Budgeting

71
Q

Processes within Service Design Stage

A 
Design Coordination 
Service Level Management
Capacity Management 
Availability Management 
IT Service Continuity Management 
Info Security Management 
Supplier Management 
Service Catalog Management
72
Q

Function that supports and maintains operational applications

A

Application Management

73
Q

Identify needs

• Maintain business relationship

A

Business Relationship Management

74
Q
  1. Which of the following should be included in the Release policy?
    1) The naming conventions for different types of releases
    2) The approach to grouping changes into releases
    3) The details of the customers that requested the release
    4) The list of incidents associated with the release
A

d) 1and2only

75
Q

Scenarios

A

Competition
Compliance
Commitments

76
Q

Plays an important role in the design, testing, release and improvement of IT SERVICES

A

Technical Management

77
Q

Functions in Service Management

A

Service Desk
Technical Management
Application Management
IT Operations Management

78
Q
  1. Which statement about types of services is CORRECT?
    a) Enabling services are considered to add value to basic services
    b) Core services directly support the customer’s business outcomes
    c) Technicalservicesareprovidedtointernalcustomers
    d) Enhancing services are only provided when customers are prepared to pay for them
A

b) Core services directly support the customer’s business outcomes

79
Q

A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which directly or indirectly creates value for an external customer or stakeholders

A

Process

80
Q

Builds, packages, tests and deploys releases/release packages

A

Release and Deployment

81
Q
  1. Which role is responsible for sponsoring, designing and change managing a process and its metrics
    a) The process practitioner b) The process owner
    c) Theserviceowner
    d) The process manager
A

B. The process owner

82
Q

Defines the functionality of an IT service from the customer’s perspective

A

Service utility

83
Q

What primarily defines the value of a service?

A

How well it meets customer expectations

84
Q

Executes the daily operational activities needed to manage IT services and the supporting IT Infrastructure

A

IT Operations Management

85
Q

Provides a point of communication to the users and a point of coordination for several IT groups and processes

A

Service Desk

86
Q

ensures that SDPs are produced and coordinates and manages all design activities

A

Design coordination

87
Q

Processes within Service Transition Stage

A 
Transition Planning and Support
Change Management
Release and Deployment Management
Service Asset and Configuration Management 
Knowledge Management
88
Q

Share perspectives, ideas, experiences and information to ensure that these are available at the right time in the right place to enable informed decisions and to improve efficiency reducing the need to rediscover knowledge
• Data‐Information‐Knowledge‐Wisdom

A

Knowledge Management

89
Q

Incident – any unplanned interruption or reduction in the quality of service
• Purpose – Resolve incidents as quickly as possible by whatever means necessary and use a standard, professional approach in dealing with incidents

A

Incident Management

90
Q

Process Characteristics

A

Measurable
Specific Results
Customers
Responsiveness to specific Triggers

91
Q

Which term describes assurance that a product or a service will meet its agreed requirements?

A

Service Level Agreement

92
Q

Service Portfolio Management • Pipeline – Catalog ‐ Retired
• Demand Management
• Patterns of Business Activity
• Financial Management
• Budgeting, Accounting, Charging
• Business Relationship Management • Identify needs
• Maintain business relationship

A

Service Strategy

93
Q
  1. Which is an objective of Information Security Management?
    a) Assist with the diagnosis and resolution of performance and capacity-related incidents and problems
    b) Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
    c) RespondtothebusinessandITrequestsforchangethatwillaligntheserviceswith the business needs
    d) Ensure business transactions, as well as information exchanges between enterprises and partners can be trusted
A

d) Ensure business transactions, as well as information exchanges between enterprises and partners can be trusted

94
Q
  1. Which statements describe the value that the Service Strategy lifecycle stage provides to the business?
  2. Itsupportsthecreationandmaintenanceofaportfolioofquantifiedservices
  3. Itenablestheserviceprovidertorespondquicklyandeffectivelytochangesinthe
    business environment
  4. Itsupportsthecreationandmaintenanceofsuppliercontracts
  5. ItenablestheserviceprovidertoeffectivelyandefficientlymanageallITfacilities
    and data centers
    a) 1and2
    b) 1and4
    c) 2and3
    d) 3and4
A

1 and 2

95
Q
  1. What is required to ensure that both the business and IT use a common set of policies and rules?
A

Governance

96
Q

Service Management Best Practices Quadrant

A

Sources of Best Practices
Enablers
Drivers
Scenarios

97
Q

means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

A

Service

98
Q

3 types of Change Management

A

Standard (preauthorised)
Emergency
Normal

99
Q

What does ITIL stands for?

A

IT Infrastructure Library

100
Q
  1. Which BEST describes a ‘partner’ from the ‘Four Ps’?
    a) CustomerwhocommissiontheITservices b) TheusersoftheITservices
    c) The suppliers to the service provider
    d) Theinvestorsintheserviceorganization
A

c) The suppliers to the service provider

101
Q
  1. Which stage of the service lifecycle includes service retirement and transfer of services between service providers?
    a) Service Level Management b) Service Operation
    c) ServiceTransition
    d) Service Design
A

c) ServiceTransition

102
Q

Processes within Service Operation Stage

A 
Event Management 
Incident Management
Request Fulfillment
Access Management
Problem Management
103
Q

Define, Negotiate, Agree, Monitor, Measure, Report, Review

A

Service Level Management - Activities

104
Q

Subsets of Service Portfolio

A

Service Pipeline
Service Catalog
Retired Services

105
Q

Future Service Offerings

A

Service Pipeline

106
Q

Present Service Offerings

A

Service Catalog

107
Q

Past Service Offerings

A

Retired Service

108
Q

Porcess that enables the IT organization to account fully for the way its money are spent

A

Accounting

109
Q

This is the process required to bill customers for the services supplied to them.

A

Charging

110
Q

Which is the correct activity to carry out in the “How do we get there?” step of the Continual Service Improvement approach?

A

Service and process improvement

111
Q

Which one of the following is not an objective of the Change Management Process

a. TO ensure that all changes to configuration items are recorded in the configuration management system
b. To ensure that changes are recorded and evaluated
c. To respond to the business and IT requests for change that will align the services with the business needs
d. To deliver and manage IT services at agreed levels to business users

A

d. To deliver and manage IT services at agreed levels to business users

112
Q

Which term describes if a service is fit for use?

A

Warranty

113
Q

Which function ensures that the functionality of services is available to achieve the required business outcomes

A

Applications Management

114
Q

What is trend analysis of incidents an example of?

A

Proactive Problem Management

115
Q

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT Infrastructure?

A

Service asset and configuration management

116
Q

Which CSI step would defining metrics be appropriate for?

A

“Where do we want to be?”

ITIL (1 decks)

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