ITIL Test Cards

Question 1

List the ITIL Lifecycle Processes

Answer 1

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operations
5. Continual Serive Improvement

Question 2

List the Service Strategy Processes

Answer 2

1. Service Portfollio Management
2. Financial Management for IT Services
3. Demand Management (not testable)
4. Business Relationship Management

Question 3

List the Service Design Processes

Answer 3

1. Design Coordination
2. Service Catalog Management
3. Service Level Management
4. Availability Management
5. Capacity Management
6. IT Service Continuity Management
7. Supplier Management
8. Information Security Management

Question 4

List the Service Transition Processes

Answer 4

1. Asset and Configuration Management
2. Change Management
3. Knowledge Management
4. Transition Planning & Support
5. Release & Deployment Management
6. Service Validation & Testing (not testable)
7. Change Evaluation (not testable)

Question 5

List the Service Operation Processes

Answer 5

1. Incident Management
2. Problem Management
3. Request Fulfillment
4. Event Management
5. Access Management

Question 6

List the 7-Step Improvement Process for CSI

Answer 6

1. Identify the strategy for improvement
2. Define what you will measure
3. Gather the data
4. Process the data
5. Analyze the information & data
6. Present & use the information
7. Implement improvement

Question 7

Utility + Warranty =

Answer 7

Value

Question 8

An event that launches a process

Answer 8

Trigger

Question 9

Name the Service Provider Types

Answer 9

1. Type I - Internal Service Provider
2. Type II - Shared Service Provider
3. Type III - Exteral Service Provider

Question 10

3 Financial Services for IT Processes

Answer 10

1. Budgeting
2. Accounting
3. Charging

Question 11

Business Case Structure

Answer 11

1. Introduction
2. Methods & Assumptions
3. Business Impacts
4. Risk & Contingencies
5. Recommendations

Question 12

Service Portfollio Areas

Answer 12

1. Service Pipeline
2. Service Catalog
3. Retired Services

Question 13

Works to minimize the impact of incidents that arises.

Answer 13

Incident Management

Question 14

Works to eliminate the underlying causes of incidents, thus improving service performance.

Answer 14

Problem Management

Question 15

Involved in monitoring and automation efforts to ensure that services are managed effectively.

Answer 15

Event Management

Question 16

Works to enforce the Information Security Management policies and ensures users have access only to services they have rights or priviledges to access.

Answer 16

Access Management

Question 17

Handles and attempts to resolve requests from users that are not incident-related.

Answer 17

Request Fullfillment

Question 18

Scope of CSI

Answer 18

1. Overall health of ITSM
2. Continual alignment of the Service Portfollio
3. Maturity of IT processes for each service
4. Continual improvement of all aspects of the IT service & the assets that support them.

Question 19

Used to establish an initial data point to determine if a service or process needs to be improved.

Answer 19

Baselines (CSI)

Question 20

Assits in determining what should be improved & what methods would be best to assist in making improvements.

Answer 20

CSI Model

Question 21

CSI Metrics

Answer 21

1. Technology
2. Process
3. Service

Question 22

Used to record , categorize & prioritize all the improvement opportunities.

Answer 22

CSI Register

Question 23

The CSI Register is stored as part of the ________.

Answer 23

SKMS - Service Knowledge Management System

Question 24

Focused on component & application metrics such as performance and availability.

Answer 24

Technology Metrics (CSI)

Question 25

CSF’s, KPI’s and activity metrics for the service manament processes themselves.

Answer 25

Process Metrics (CSI)

Question 26

These metrics are the results of the end-to-end service.

Answer 26

Service Metrics (CSI)

Question 27

Deming Cycle (CSI)

Answer 27

Plan - Do - Check - Act

Question 28

• Define Overall Vision
• Business Need
• Strategy
• Tactical Goals
• Operational Goals

Answer 28

Identify the Strategy for Improvement

Question 29

• What is the vision?
• Where are we now?
• Where do we want to be?
• How do we get there?
• Did we get there?
• How do we keep the monentum going?

Answer 29

Six Steps of the CSI Model

Question 30

The following four reasons drive ______.

• Validate
• Direct
• Justify
• Intervene

Answer 30

Measurements

Question 31

Two kinds of KPI’s

Answer 31

• Qualitative

- Quantitative

Question 32

• Assessments
• Gap Analysis
• Balanced Scorecard
• SWOT
• Deming Cycle

Answer 32

Methods & Techniques of CSI

Question 33

A set of specialized organizational capabilities for providing value to customers in the form of services.

Answer 33

Service Management

Question 34

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

Answer 34

Service

Question 35

A generic term that includes IT infrastructure, people, money, or anything else that might help deliver an IT Service.

Answer 35

Resource

Question 36

The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.

Answer 36

Capability

Question 37

Resources are considered to be _____ of an organization.

Answer 37

Assets

Question 38

Capabilities are ________ assets of an organization.

Answer 38

Intangible

Question 39

Any resource or capacity used by a service provider to deliver services to a customer.

Answer 39

Service Asset

Question 40

A team or group of people and the tools or other resources they use to carry out one or more processes or activities.

Answer 40

Function

Question 41

Objective of the Service Transition

Answer 41

.

Question 41

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 stakeholder.

Answer 41

Process