Quiz Questions

Question 1

Define briefly what a “Stakeholder” is in terms of ITIL and give two examples

Answer 1

A stakeholder can be the supplier, owner of a business, or anyone involved in a process that provides an important role in the operation of a business or exchange of a service.

Question 2

What is a “best practice” in the context of ITIL?

Answer 2

A best practice is the performing of an action that is tried and true to be known to work extremely well without fail. This is tested by organizations or academics with some sort of valid credential behind them, not always just someone you know (as this could just be a bias). Best practice is similar to ‘good practice’, except good practice kind of assumes that it can’t improve.

Question 3

There are two types of “needs” a customer has when they are interacted with. Explain both of these using an example scenario.

Answer 3

A customer has an emotional need and a rational need.

Question 4

You are dealing with a very irate customer.

Explain how you could approach this situation to help diffuse it and work towards the most successful outcome, listing at least 3 techniques.

Answer 4

My dumbass answer that got me marks:

I would first make sure to listen to their situation and try to acknowledge the problem. I would then make sure that I understand their feelings and prove to them that I understand how they feel, and try to relate to them. I would then act on this and come up with a solution. This is the LAURA technique. The first, peak, and ending impressions are just as important. When I first greet the customer I would make sure to be kind and attentive, with a smile. I would ask their name and get the full story. During the whole process I would stay calm and try my best to make them feel that I’m helping and just treating them as a human. I would make sure to end the interaction on a good note, if I couldn’t solve the problem I would give them contact information for someone who could, and make sure that they leave in a better mood than what they came in with. Making sure that I’m not multitasking and giving them my full attention is necessary as well.

Just remember some of these damn techniques

Question 5

What is the difference between a Service Owner and a Process Owner in ITIL?

Answer 5

A service owner is responsible for:

• efficient monitoring and reporting
• they hold most of the accountability
• They are the first point of customer contact for service related issues
• they look for areas or improvement

A process owner

• look for improvement opportunities
• they create process design
• they provide good training and critical communication or crucial information
• they complete many tasks for the process

Question 6

You are working in an IT position at a small manufacturing company where the IT department is just the manager, yourself, and a student that works part time.

You are responsible for walk up assistance, phone calls, and answering emails that come in to the IT email address.

What techniques in customer service could you make part of your routine that would improve the interaction with the customer?

Answer 6

I would always ensure to answer the phone with my name
Take notes or make sure that we have some sort of ticketing system so nothing/no one gets lost
Ask for help from the manager when need be, the customer needs to be happy and if that requires me asking for help then so be it

I cna teach the part time student simple things like password recovery to help

For the phone I can add a recorded message with wait times (assuring I can beat those wait times)

If there were long lines I would make sure to wind the line so it felt a little shorter, so the customers weren’t all in one straight line

I always would be attentive, and use the LAURA principle

Question 7

For the Knowledge Management activities in the Service Transition phase of the ITIL Lifecycle, there is the concept of the “DIKW” model. The first part of that model is Data. What are the other parts? What is the difference/relationship between them?

Given an example to illustrate your explanation.

Answer 7

Data
Information
Knowledge
Wisdom

For my example in class I used the stop light. Data would be RED.
Information would be the stop light is RED
Knowledge would be the west facing stop light at the corner of Charles St and King St is RED
Wisdom would be I need to stop my car

Data is raw data, a piece of data.
Information is a bit more elaborate on that piece of data.
Knowledge is where you have more background to that information and data and can piece things together a little more.
Wisdom is where you can take all three prior steps and put it all together to form something larger.

Question 8

Explain what happens inside the Service Design and Service Transition phases of the ITIL Lifecycle. Short each paragraph for both, reference some of the processes or key activities as discussed in class / on the slides / in the book.

Answer 8

Preparing guiding and establishing the design for the services discussed in service strategy. Here is where you create a service design package which guides you through the development and requirements for the service being developed. Creating a structured design topology, creating plans, resources, policies, maintains standards and reports crucial for the service. It important to ensure you are bringing the business wants, as well as the utility and the warranty of the service. They look for ways to improve the service design process.

For approving the service to move to transition you must establish an acceptability requirements; that establish what the service needs to achieve in order to be deemed valuable and ready for deploy.
Then looking at all the service processes and the overall plan for the service.

Service transition is when you take all the information from service design and build, test, and implement the service. Ensuring all requirements are met to transition to service operations.
By testing out batches and ensuring they will be successful in the live environment. Ensuring documents are readily available to help support and guide the service transition. The Service Knowledge Management database holds crucial information pertaining to this stage. It helps show all the necessary documentation. The Configuration Management system hold the Configuration management databases and contains all relevant docs. The Configuration management database contains all the configuration items. Using levels, categories, and naming conventions (ensure to define them) to help organize all CI’s. It is important to create configurations linking the CI’s that relate together. And the services that are supported with all the documents, reports, incident requests, risk analysis etc.

Question 9

Three types of Requests for Change were discussed in class. List each, and a summary of each of them including how they are different from each other.

Answer 9

Emergency change - A change that is requested in a sudden emergency, if something goes wrong and needs immediate attention. Usually needs one higher management member’s approval. Documentation can occur after the change has been processed. Ex- The computer lab images all fail so you request to revert them back to a previous image that worked

Normal Change - Has some level of risk, still needs approval before proceeding with the change. Documentation is recorded before / while rolling out the change. Ex- reimaging an entire lab with a new image that hasn’t been tested yet

Standard change - Something that is done more often and may not need approval anymore. Little to no risk. Ex- imaging a lab with a tried and true image that has been proven/tested for months with no issues

Question 10

The ITIL term CAB stands for

Answer 10

change advisory board

Question 11

The principles of Service Design talk about “the 4 P’s”. The first is People. What are the other 3 as discussed in the material? Just list.

Answer 11

people
process
product
partner

Question 12

The ITIL term “SLA” refers to a Service

Answer 12

level agreement

Question 13

What is involved/included in the Service Design Package?

Answer 13

Service design package involves ensuring that we can support the actual service that we are trying to create without having too much down time, including fault tolerance and the component failure analysis. The service design package also ensures that the parties involved have some sort of agreement between the two that they clearly know what is expected of the service provider.

Question 14

What is involved/included in the Service Design Package?

Answer 14

Service design package involves ensuring that we can support the actual service that we are trying to create without having too much down time, including fault tolerance and the component failure analysis. The service design package also ensures that the parties involved have some sort of agreement between the two that they clearly know what is expected of the service provider.

Question 15

What is the Service Catalog? What are CIs? How is the Service Catalog used in ITIL?

Answer 15

Service Catalog - A database that holds all of the live processes available, or processes ready for deployment. This makes the information available in one space.

Configuration items (CI) can be anything that needs to be configured/managed. Something physical like computers, something digital like software, or even a service.

The service catalog is used to keep track of different processes that are available, but keeping it all in one spot so it’s not hard to find.

Question 16

What is the Service Catalog? What are CIs? How is the Service Catalog used in ITIL?

Answer 16

Service Catalog - A database that holds all of the live processes available, or processes ready for deployment. This makes the information available in one space.

Configuration items (CI) can be anything that needs to be configured/managed. Something physical like computers, something digital like software, or even a service.

The service catalog is used to keep track of different processes that are available, but keeping it all in one spot so it’s not hard to find.

Question 17

What is the goal of the Continual Service Improvement Phase in the ITIL Lifecycle?

Answer 17

The goal is to constantly improve your service! Using metrics, KPIs, measurable items, Kotter’s 8 steps, etc, you can improve the success of your business/operation and improve your service. The CSI phase is all about taking a look at your operation, seeing where you’re at, where you want to be, and how you can get there. The Deming cycle is a great way to think about this - Plan do check act!

Question 18

Explain what a Continual Service Improvement Register is, and how it is used as part of the Continual Service Improvement phase of the ITIL Lifecycle.

Answer 18

A CSI register is something that holds a lot of information such as RFC’s and is also highly suggested for stakeholders to take part and submit items into as well. The CSI register holds information about all changes, and possible changes, that an operation could take. This is used so an operation can plan out how it can improve it’s service.

Question 19

Explain where the Continual Service Improvement Phase of the ITIL Lifecycle is positioned in relation to the other phases.

Answer 19

The CSI phase is ongoing. It never ends, and should be positioned at the start, middle, and end. You never stop growing as an operation. You want to constantly be checking your operation for how to grow, where you are and where you want to be, how you can improve and better your business, and how you can improve your services. The CSI phase will be found throughout the entire ITIL lifecycle.

Question 20

Clearly explain what the Deming Cycle is, and why it is important to Continual Service Improvement.

Answer 20

The Deming Cycle (Plan - Do - Check - Act)
Plan - Set goals, targets, for where you want your operation to be
Do - Physically do what it takes to implement the steps to reach those goals and targets
Check - Take a look and analyze your operation. Did you reach your goals and targets? Is there room to improve? If so, make a plan on how to improve!
Act - Implement that new plan to improve on your old plan for your organization

Then, recycle and start again.

Question 21

What are the key outcomes/goals of the Access Management process?

Answer 21

Managing and setting the specific access/permissions for a group in the organization
Dealing with SLA’s

Question 22

Explain what a Baseline is in relation to Continual Service Improvement, and provide an IT example of how one could be used.

Answer 22

Baseline is a snap shot or any particular area in the IT infrastructure.
It gives you a starting point for any improvements you want to make.

Eg. Baselines of a service would be the data from the end to end of a service Used along side the service management tool to help gather and analyze data. This gives us analyzed data and shows the metrics of what is working, and how can it work better.

Question 23

In terms of risk management, list the 3 choices for how to handle a risk

Answer 23

Risk identification- identifying threats, vulnerabilities, or events that may have an impact on the set of assets owned by the organization

• Risk analysis - the gathering and measuring of information about risk exposure, so that the organization can make suitable decisions and manage risk appropriately.
• Risk control - involves monitoring the environment for improved effectiveness against the previous set of threats, vulnerabilities, or events and make decisions about them. These decisions can be to avoid, mitigate, transfer or keep the risk

Question 24

List and explain the 3 level of Service Providers as defined by ITIL.

Answer 24

Type I – Internal Service Provider.
Type II – Shared Services Unit.
Type III – External Service Provider.

Question 25

There are three types of ITIL Services. For each, write the same and briefly explain (sentence or two is fine) what each of them is about. Again, be sure to just not repeat the title back.

Answer 25

Core services
- this is the base for all service. The bare bones of the service provided. eg spreadsheet
Enhanced services
- enhanced is optimizing the services for the customers, users. Making it better and more appealing
Enabled services
- this is necessary for the service to function and function well. Eg updates, improvements etc

Question 26

Explain what a RACI chart/matrix is and how/why it is used.

Answer 26

Responsible
Accountable
Consulted
Informed
- Who is responsible for what task
Who is accountable to complete what?
What is going to be consulted about any proposed changes or service strategy
Who all needs to be informed.

This is used to help establish clear roles to eliminate any unnecessary overlap. It helps create an organized method of service delivery. When everyone has a clear objective in the process, the functionally of the process is increased and enhanced

Question 27

What is the Service Catalog? What are CIs? How is the Service Catalog used in ITIL?

Answer 27

A service catalog is :

• Single point for widely acceptable information
• Should be accessible to everyone
• Customer information should be labeled and accessible to customers
• contains relevant up to date information regarding all active services

configuration items- they are stored in the CMDB.
- There is a configuration items for each component of the it infrastructure that is required to run the service. eg a configuration item for each desktop computer used. A configuration items for the licences of software, etc.

• They are all categorized, and structured in levels. Each CI has configurations to establish relationships to each other. They use and define the naming conventions and labels for all info stored in the catalog.

This is used to provide up to date, relevant, approved, well structured information to complete services as efficiently and efficiently as possible.

Question 28

Explain what happens inside the Service Design and Service Transition phases of the ITIL Lifecycle. Short each paragraph for both, reference some of the processes or key activities as discussed in class / on the slides / in the book.

Answer 28

Service design:
Preparing guiding and establishing the design for the services discused in service strategy. Here you create a service design package which guides you through the development and requirements for the service being developed. Creating a structured design topology, creating plans, resources, policies, maintains standards and reports critical for the service. It important to ensure you are bringing the business wants, as well as the utility and the warranty of the service. They look for ways to improve the service design process.
Transition services from the design into the transition stage. It was also be designing changes to an existing services. You must define the change, what it is for, when to use it, and how to use it. Additionally for operational requirements; looking at Capacity, budgets, resources, service desk etc.
For approving the service to move to transition you must establish an accessibility requirements; that establish what the service needs to achieve in order to be deemed valuable and ready for deploy.
Then looking at all the service processes and the overall plan for the service.

Service transition is when you take all the information from service design and build, test, and implement the service. Ensuring all requirements are met to transition to service operations.
By testing out batches and ensuring they will be successful in the live environment. Ensuring documents are readily available to help support and guide the service transition. The Service Knowledge Management database holds critical information pertaining to this stage. It helps show all the necessary documentation. The Configuration Management system hold the Configuration management databases and contains all relevant docs. The Configuration management database contains all the configuration items. Using levels, categories, and naming conventions to help organize all CI’s. It is important to link the CI’s that relate together. And the services that are supported with all the documents, reports, incident requests, risk analysis etc.

Question 29

What is involved/included in the Service Design Package?

Answer 29

business, requirements 
functional requirements 
operations requirements 
Service level requirements
Design topology 
organizational readiness assessment 
service transition plans 
measurement methods, metrics and reports. 
acceptability requirements
service processes

Question 30

Three types of Requests for Change were discussed in class

Answer 30

Normal Change
Standard Change
Emergency Change

Question 31

Three types of Requests for Change were discussed in class

Answer 31

Normal Change
Standard Change
Emergency Change

Question 32

You've started working at a small engineering company that makes solar panels, and has grown large enough they have a small IT group of 5 people supporting IT related activities.   
While everyone is good folk, the growth means they need to organize how they do IT activities to avoid issues and see that the most value is being created for the company.  One of the areas that as a team you have decided to address is how you approach changing existing IT systems, and introducing a starting place for Change Management and RFCs.
Based on what you've learned from your readings, the class presentations and discussions and your time in this course overall, what are some thoughts of how you could suggest building a structure that would support good change management practices within your organizations?  What proposals/ideas would you suggest?

Answer 32

Creating clear and formal reports and keeping up to date will meetings and minutes.
Ensuring to prepare and evaluate risk and different risk analysis to ensure you product has minimal opportunity for unpredictable changes.
Ensure their are clear roles and responsibilities outlined everything and ensuring they are steps in place for higher management to authorize and changes to the service. There should always be a change manager that authorized and approved all changes.
-Ensuring to optimize on automation to provide assistance in terms of efficiency.
Ensuring emergency change procedures are in place to guide the support and fix for potential service outage or risk that can occur.
Cover all your bases in terms of risk analysis. Utilizing risk assessments, component impact failure analysis, and fault tree analysis to determine current and predict future risks from occurring.
ensure all information is clear, understandable and accessible to all parties involved.

Creating clear forms for RFC (request for change) helps to organize and get all the necessary information required to address the requests. This helps organize and provide effectiveness and efficiency for your service.

Question 33

Explain where the Continual Service Improvement Phase of the ITIL Lifecycle is positioned in relation to the other phases.

Answer 33

It is the last section of the Service lifecycle. After all other stages, (strategy, design, transition and operation) are all completed and the application/service is in the live environment,
The CSI cycle overviews all the activities and looks for areas for improvement.
It establishes an improvement plan based on where the organization wants to be.
It looks at things like efficiency, resilience, request fulfillment forms, SLA’s etc to establish proposed changes to the services offered.

Question 34

What is the goal of the Continual Service Improvement Phase in the ITIL Lifecycle?

Answer 34

The goal or the CSI phase is to create improvement plans through metrics. Gathering data, preparing to analyze that data, analyzing it, and establishing, then implementing an agreed apon service improvement plan.
The goal is the has a efficient, resilient, system. A system that is operating as it is intended, and using feedback and request fulfillment to optimize the service we provide to our users
You want to look at your vision, where you are now, where you want to be, how to get there, did you get their, and how do we keep the momentum going.

Question 35

Explain the difference between Change Management and Request Management/Fulfillment? How is an RFC inside Change Management different from a Request that would be part of the Request Fulfillment processes?

Answer 35

Request fulfillment process is part of service operation which is handled by service desk function. The request can come from customer. The Request for Change (RFC) is formal request for the implementation of a Change. The RFC is a precursor to the ‘Change Record’ and contains all information required to approve a Change. Further information is added as the Change progresses through its lifecycle

Change management is the process which is under service transition and handles all the changes which are arising within the service. The Change advisory board will take the decision about approving or rejecting any changes. Say for example due to enhancement/incident new hardware to be installed. Change management will take the decision to approve/rejection. ITIL Change Management aims to control the lifecycle of all Changes. The primary objective of of this process is to enable beneficial Changes to be made, with minimum disruption to IT services.

Question 36

What are the key outcomes/goals of the Access Management process?

Answer 36

The key outcomes and goals of access management are to follow the policies and standards in the IT security management when assigning permissions to users.
Access management provides users with rights to access certain or many services (based on need)
They can deny or revoke any ones access. It is important to stay on top of this from a security perspective to ensure only the specified users are accessing what they are supposed to, and you do not obtain any security breaches.

Question 37

Explain what a Continual Service Improvement Register is, and how it is used as part of the Continual Service Improvement phase of the ITIL Lifecycle.

Answer 37

The continual service improvement register is owned by the CSI manager.
It is a central point of information that contains are request of change, RFC, or other improvement plans, Suggestions from stake holders, or users.
They adapt all the suggestions/ requests, look at the service level agreements, CI’s, OLA, etc and ensure the request correlate well with what the policies and standards are for that service.
These are all brought to meeting to make change, strategize, and analyze all info.

Question 38

Describe the difference between incident and service request

Answer 38

• incident -‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’ A formal request from a user for something to be provided
  –service request is raised when you want to procure something that you don’t have in the first place.
  -for example, a request for information or advice, access to the printer or upgrading to a higher version of a software.

Question 39

List the different activities in the change management process

Answer 39

Create RFC
Record RFC
Review RFC
Assess and evalute RFC
Authorize change
Coordinate implementation
Review amd close change record