ITIL Flashcards
Disaster Recovery
IT Service Continuity Management
Service Strategy Scope
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
- 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. Service strategy
- 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)
c) TheConfigurationManagementSystem(CMS)ispartoftheServiceKnowledge Management System (SKMS)
What are the correct list of metrics to support CSI activities
Technology, process and service
Who makes the ultimate decision regarding the value of a service?
The customer
Patterns of Business Activity
Demand Management
resiliency solutions for high availability
Availability Management
identifies, negotiates and agrees upon requirements
• SLA, OLA, UC
• Framework – Customer‐based, Service‐based, Corporate or Multi‐level
Service Level Management
- 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) It is not tied to any particular vendor platform
Single point of contact for users when there is a service disruption, for service requests or even for some categories of request for change
Service Desk
- 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
b) TheHRdepartmentwhosepayrollserviceisprovidedbytheirorganization’sIT department
2 types of Problem management
Reactive and Proactive
- 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
c) It improves service quality through services that are better designed to meet customer outcomes
Utility + Warranty = ?
Service Value
Which is the single overarching area that ties IT and business together?
Governance
2 sub-functions of IT Operations Management
IT Operations Control
Facilities Managment
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
Service Asset and configuration management
Deming Cycle (Plan‐Do‐Check‐Act) • CSI Model
CSI Models
Key Roles in ITIL
Service Owner
Process Owner
Process Manager
Process Practitioner
Subprocesses: Business, Service and Component
Capacity Management
Capacity Management
Drivers
Substitutes
Regulators
Customer
Critical Success Factors and Key Performance Indicators that indicate the health of a process
Process Metrics
Functions within Service Operation Stage
Service Desk
IT Operations Management
Application Management
Technical Management
Budgeting, accounting, charging
Financial Management
Processes within Service Strategy stage
Business Relationship Management
Service Portfolio Management
Financial Management
Which of the following are process enablers
Process resources and capabilities
- 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
d) It represents all resources presently engaged or being released in various stages of the service lifecycle
Process (CSF, KPI)
• Service (End to end service measurements)
• Technology (individual component measurements
3 Types of Metrics
Provides the customer with a level of reassurance and guarantee to meet agreed upon requirements
Service Warranty
• Executes the access policies defined in Information Security Management in order to protect the confidentiality, integrity and availability (CIA) of information.
Access Management
Pipeline – Catalog ‐ Retired
Service Portfolio Management
- 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
d) To ensure that an agreed level of IT Service is provided for all current IT services
manages suppliers and their UCs
Supplier Management
• Utility (fit for purpose) + Warranty (fit for use – availability, continuity, capacity,
security)
• Business outcomes, customer preferences and customer perception
Service Value
5 core books of ITIL which is also the same as the Key Lifecycles
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
In ITSM, what are described as being Type I, Type II or Type III
Service Providers
Protects the confidentiality, integrity and availability of information
IT Security Management
RACI
Responsible
Accountable
Consulted
Informed
Sources of Best Practices
Standards Industry Practices Academic Research Training and Education Internal Experience
- Which term describes the person who has ownership of the end result in a process?
a) Accountable b) Responsible c) Consulted d) Informed
a) Accountable
Responsible for managing applications throughout their Lifecyle
Application Management
What would be negotiated by Service Level Management
Future Requirements and Targets
- 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
c) Theyarealwaysfreeensuringtheycanbeimplementedquickly
- Which role is accountable for the operational management of a process?
a) Process practitioner b) Process manager
c) Servicemanager d) Change manager
b) Process manager
Enablers
Employees Customers Suppliers Consultants Technologies
Indicate the result of an end to end service
Service Metrics
contains relationships between Configuration Items (CIs
Configuration Management System (CMS)
maintains information about operational or ready for deployment services. Customer viewable portion of the portfolio
Service Catalog
- 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
d) External services are delivered to external customers
- Which of the following statements are CORRECT?
- Theservicecatalogueformspartoftheserviceportfolio
- The service catalogue contains details of all services currently being provided or
being prepared for transition - Theserviceportfolioformspartoftheservicecatalogue
- Theservicecataloguecontainsdetailsofallthefuturerequirementsforservices
1 and 2
a Problem that has a documented root cause and particularly when a workaround exists. Placed in the Known Error Database (KEDB)
Known Error
- Maintainability is a key aspect of which ITIL process?
a) Capacity Management
b) Availability Management
c) FinancialManagementforITServices d) Problem Management
b) Availability Management
Service Strategy Objectives
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
Component and application based
Technology Metrics
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
Event Management
- 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
d) To ensure that fundamental parts of the design are not added as an afterthought
- 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) Business Relationship Management
What is the main objective of Service Management
To utilise specialised Organizational capabilities for delivering value to customers in the form of services
- 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
b) To define clear boundaries, dependencies and rules
Which stage of the service lifecycle has teh purpose of designing IT services, in addition to governing IT Practices, processes and policies
Service Design
What are the three levels that should be contained in a multi level SLA
Corporate, customer, service
Identify, define what to measure, gather data, process data, analyze data, present recommendations, implement improvement
7 Step Improvement
- 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
d) The ability of a third-party supplier to meet the terms of its contract
Design of Service Solutions
• Design of Service Management Tools e.g., Service Portfolio • Technology & Architecture Design
• Design of Measurement Methods & Metrics
• Design of Processes
5 aspects of service design
- 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) Supplier Management
Provides detailed technical skills and resources needed to support the ongoing operations of IT Service and the management of the IT Infrastructure.
Technical Management
- What are used to control a process?
a) Inputs
b) Objectives c) Functions
d) Stakeholders
B. Objectives
- 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
C. A process
- 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
Budgeting
Processes within Service Design Stage
Design Coordination Service Level Management Capacity Management Availability Management IT Service Continuity Management Info Security Management Supplier Management Service Catalog Management
Function that supports and maintains operational applications
Application Management
Identify needs
• Maintain business relationship
Business Relationship Management
- 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
d) 1and2only
Scenarios
Competition
Compliance
Commitments
Plays an important role in the design, testing, release and improvement of IT SERVICES
Technical Management
Functions in Service Management
Service Desk
Technical Management
Application Management
IT Operations Management
- 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
b) Core services directly support the customer’s business outcomes
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
Process
Builds, packages, tests and deploys releases/release packages
Release and Deployment
- 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
B. The process owner
Defines the functionality of an IT service from the customer’s perspective
Service utility
What primarily defines the value of a service?
How well it meets customer expectations
Executes the daily operational activities needed to manage IT services and the supporting IT Infrastructure
IT Operations Management
Provides a point of communication to the users and a point of coordination for several IT groups and processes
Service Desk
ensures that SDPs are produced and coordinates and manages all design activities
Design coordination
Processes within Service Transition Stage
Transition Planning and Support Change Management Release and Deployment Management Service Asset and Configuration Management Knowledge Management
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
Knowledge Management
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
Incident Management
Process Characteristics
Measurable
Specific Results
Customers
Responsiveness to specific Triggers
Which term describes assurance that a product or a service will meet its agreed requirements?
Service Level Agreement
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
Service Strategy
- 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
d) Ensure business transactions, as well as information exchanges between enterprises and partners can be trusted
- Which statements describe the value that the Service Strategy lifecycle stage provides to the business?
- Itsupportsthecreationandmaintenanceofaportfolioofquantifiedservices
- Itenablestheserviceprovidertorespondquicklyandeffectivelytochangesinthe
business environment - Itsupportsthecreationandmaintenanceofsuppliercontracts
- ItenablestheserviceprovidertoeffectivelyandefficientlymanageallITfacilities
and data centers
a) 1and2
b) 1and4
c) 2and3
d) 3and4
1 and 2
- What is required to ensure that both the business and IT use a common set of policies and rules?
Governance
Service Management Best Practices Quadrant
Sources of Best Practices
Enablers
Drivers
Scenarios
means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Service
3 types of Change Management
Standard (preauthorised)
Emergency
Normal
What does ITIL stands for?
IT Infrastructure Library
- Which BEST describes a ‘partner’ from the ‘Four Ps’?
a) CustomerwhocommissiontheITservices b) TheusersoftheITservices
c) The suppliers to the service provider
d) Theinvestorsintheserviceorganization
c) The suppliers to the service provider
- 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
c) ServiceTransition
Processes within Service Operation Stage
Event Management Incident Management Request Fulfillment Access Management Problem Management
Define, Negotiate, Agree, Monitor, Measure, Report, Review
Service Level Management - Activities
Subsets of Service Portfolio
Service Pipeline
Service Catalog
Retired Services
Future Service Offerings
Service Pipeline
Present Service Offerings
Service Catalog
Past Service Offerings
Retired Service
Porcess that enables the IT organization to account fully for the way its money are spent
Accounting
This is the process required to bill customers for the services supplied to them.
Charging
Which is the correct activity to carry out in the “How do we get there?” step of the Continual Service Improvement approach?
Service and process improvement
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
d. To deliver and manage IT services at agreed levels to business users
Which term describes if a service is fit for use?
Warranty
Which function ensures that the functionality of services is available to achieve the required business outcomes
Applications Management
What is trend analysis of incidents an example of?
Proactive Problem Management
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT Infrastructure?
Service asset and configuration management
Which CSI step would defining metrics be appropriate for?
“Where do we want to be?”
