Random Questions Flashcards
Which stage in the lifecycle will ensure that measurement methods will provide the required metric for new or changed services?
Service Design
What’s the purpose of Event management?
The ability to detect events, make sense of them and determine the appropriate control action.
What’s the purpose of request fulfillment?
Dealing with service requests from the users
What are the key characteristics that contributes to ITIL success?
That it’s vendor-neutral, non-perscriptive and best practice.
What’s the sub-processes of capacity management?
Business capacity management
Service capacity management
Component capacity management
What happens with the problem record when a problem workaround is found?
The problem record reamins open and details of the workaround are documented within it.
What’s MTBSI?
It measures the time from one failure to the next failure.
What’s the objectives of Information Security Management?
- Define protection required for system/data.
- Undertaking risk assessment
- Providing information security policy.
What’s the objectives of supplier management?
- Negotiate with external suppliers
- Monitor delivery against contract
- Ensuring value for money
What’s the objectives of capacity management?
- Monitor capacity
- Forecast capacity requirements
- Dealing with capacity issues
What’s the responsibilities of Business continuity management (BCM) and the IT service continuity management (ITSCM)?
BCM defines the level of IT service that will be required in he event of a major disruption.
ITSCM is responsible for delivering this level of service.
What’s the scope of Service Level Management (SLM)?
- Performance of existing services being provided.
- Definition of required service levels for planned service.
What supports the achievement of a SLA?
OLA and underpinning contract
What does a multi-level SLA show?
Service-based, customer-based and corporate-based.
What are the colors of a SLAM chart?
Green: whitin target
Amber: some concerns
Red: exception
What are the different baselines?
- ITSM baseline: measure effect of an service improvement plan.
- Performance baseline: measure changes in performance over the lifetime of an IT service.
- Configuration baseline: part of a back-out plan to enable the IT infrastructure to be restored to a known configuration if a change or release falls.
What’s the difference between monitoring and event managment?
- Event management works with occurrences that are specifically generated to be monitored.
- Monitoring tracks these occurrances, but it will also actively seek conditions that do not generate events.
What’s IT made up of?
Information technology, people and processes.
What’s submitted before chartering new or changed services of significant cost, risk and impact?
Change proposals are submitted in order to ensure the potential conflicts for resources or other issues are identified.
What’s the scope of incident management?
Incident Management includes any event which disrupts or could disrupt a service
What’s an incident model?
The steps that should be taken to handle a particular type of incident, in an agreed way.
What’s the purpose of separate procedures for handling incidents with shorter timescales and greater urgency?
To resolve major incidents.
What type of code determines how the incident is handled both by support tools and support staff?
Prioritazion code.
What does the configuration Management system do?
Maintains relationships between all service components and any related inciddents, problem, known errors, chang eand release documentation.
What’s a configuration model?
It documents the relationship between services, assets and infrastructure.
What should ALL processes do?
All processes should deliver value for stakeholders.
Which process considers big bang and phased, push and pull, automated and manual?
The release and deployment management.
Which processes needs to carry out risk assessment and management against services and supporting assets?
IT service continuity management and information security management.
Which stage in the service lifecycle decides what services should be offered and to whom they will be offered?
Service Strategy
What is an event?
An occurrance that is significant for the management of the IT infrastructure or delivery of services.
Which stage in the service lifecycle is responsible for ensuring that measurement methods will provide the required metrics for new or changed services?
Service design.
What are the risks with outsourcing?
- Substitution
- Disruption
- Distintiveness
What’s maintainability?
It’s the measure of how quickly a service can be restored in the event of an outage. It’s often reported as mean time to restore serivce or downtime.
What are the techniques for seeking finance for an ITIL project?
- Business case
- Pre-program ROI
- Post-program ROI
What are the business case objectives?
- Operational
- Financial
- Industry
- Strategic
What’s MTBF?
Measured from when the configuration item starts working until the next fail. It’s a measurement of uptime.
What’s MTBSI?
Measured from when a system or IT service fails until the next fail.
What’s MTRS?
Total downtime/total number of failures.
What’s VBF related to?
Availability.
Suppliers are categorized based on what?
- Risk
- Impact
- Value
- Performance
Where are change proposals created?
In the Service Portfolio Management.
What are the functions within ITIL?
- Service Desk: SPOC to users into the IT service provider.
- Technical management: expertise and management of technological infrastructure.
- Application management: expertise and management of the applications.
- IT Operations management: day-to-day management of the infrastructure and applications, including operation control and facilities management.
Where are Configuration Records stored?
They are stored as CI’s in a CMDB
Which process puts the release into the DML?
Release building and testing
What’s the technical service catalogue?
It encompasses information on services which is visible to the client, as well as internal information, recording services, such as their relationships with CI’s.
What’s a business case?
Decision support and planning tool that projects the likely consequences of a business action.
What are the classifications of a service?
Core, enabling, enhancing
Why is utility important?
Utility is important to business because it ensues a service is able to meet its required outcome.
What defines an external customer?
Organizations that fund the service directly in the form of revenue.
Which process handles significant service failures that have a disasterous effect on the business?
IT service continuity management (ITSCM)
Who is responsible for the operational management of a process?
The process manager
What are the features that may be needed in the design of services to support VBFs?
- Fault tolerance
- High availability
- Continous operation
Who should authorize information security policies?
The executive manager
What’s a normal change?
If a change is needed urgently, because of poor planning or sudden changes in business requirements.
What’s a CI?
A CI is a service asset that needs to be managed in order to deliver an IT service.
What’s the purpose of transition planning and support process?
To provide overall planning for service transitions and to coordinate the resources that they require.
What process ensures that releases into controlled environments and operational use are formally authorized?
Service asset and configuration management (SACM)
What information may CMS contain?
- Incidents
- Employees
- Suppliers
- Known errors
What’s the characteristics of the information held in the CMS?
The information includes details of how the assets have been configurated and the relationships between the assets.
Which process works with change management specifically to ensure that only authorized components are used and only authorized changes are made?
Service asset and configuration management.
What kind of information about CI’s is held in the CMS?
All information designated in scope about CI’s.
When should the emergency change procedure be used?
When the change is intended to repair an error in an IT service that is negatively impacting the business to a high degree.
How are alerts created?
By system management tools.
How are events recognized?
Usually through notifications created by an IT service, CI or monitoring tool.
What are the two main processes executed by a service desk?
Request fulfillment and incident management.
What’s the purpose of service operation?
To coordinate and carry out the activities and processes required to deliver and manage services.
