Understand 7 ITIL Practices

Question 1

What is the purpose of Continual Improvement?

Answer 1

To continually ALIGN the ORGANISATIONS PRACTICES and SERVICES with CHANGING BUSINESS NEEDS.

Question 2

What are the two most important factors of Continual Improvement?

Answer 2

Knowing your BASELINE (where you are) and then defining the TARGET using critical success factors and KPI’s. (where you want to be).

Question 3

The Continual Improvement Model consists of 7 steps, what are they?

Answer 3

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Take Action
6. Did we get there?
7. How do we keep momentum going? (Start from 1 again)

Question 4

Continual Improvement is part of which management category?

Answer 4

General Management

Question 5

What is a CSI register?

Answer 5

A list of all Continual Service Improvement opportunities.

Question 6

What is the purpose of Change Control?

Answer 6

To ASSESS RISK, ACQUIRE APPROVAL on changes to services and create a CHANGE PLAN or schedule. This is done to help changes to services be as successful as possible.

Question 7

The Change Control process includes three types of changes, what are they?

Answer 7

1. Standard - First time a thorough risk assessment is performed, but subsequent implementations are not.
2. Normal - Can vary in importance. Initiated by change request, must proceed through all steps of the change control process.
3. Emergency - Urgent change in response to major service outage. Record keeping may be delayed until after implementation.

Question 8

ITILv4 suggests using a _________ in order to plan changes, allocate resources and avoid resource conflicts.

Answer 8

CHANGE SCHEDULE

Question 9

What is a Change Model?

Answer 9

A repeatable approach to the management of NORMAL CHANGES. Change Model determines the appropriate assessment and authorisation procedures for a change.

Question 10

What is the purpose of Incident Management?

Answer 10

To MINIMISE the NEGATIVE IMPACT of unplanned incidents by restoring normal service operation ASAP.

Question 11

What is the purpose of Problem Management?

Answer 11

To diminish the occurrence and severity of incidents by deducing their ROOT CAUSES and creating safeguards to combat them and protect your systems and services.

Question 12

If the root causes is identified but a full resolution is not available yet, what can we do?

Answer 12

A workaround, which reduces or eliminates the impact of an incident or problem.

Question 13

What is the purpose of Service REQUEST Management?

Answer 13

To support the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly way.

Question 14

What are some service requests?

Answer 14

Request for service action, resource procurement, increased service access or feedback submissions.

Question 15

Each organisation should define _____ response ______ and the type of requests that will be _______ fulfilled.

Answer 15

standard response windows, automatically

Question 16

What is the purpose of a Service Desk?

Answer 16

To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider and all of its users.

Question 17

What are the four types of service desk models?

Answer 17

Virtual - Giving the impression of centralised
Centralised - Merged service desks, known location
Follow the Sun
Local - Onsite

Question 18

What qualities should staff on any service desk possess?

Answer 18

Technical and organisational knowledge, interpersonal skill and analytical abilities.

Question 19

What the purpose of Service LEVEL Management?

Answer 19

Create TARGETS for SERVICE PERFORMANCE so that the effectiveness can be monitored and improved. Useful, Measurable and Clear.

Question 20

Three types of agreements/contracts under Service Level Management are?

Answer 20

SLA = Service level agreement between SP and Consumer identifies service level required and expected from both parties.
OLA = Operational Level Agreement between SP and their internal teams
UC = Underpinning contracts between service providers and their 3rd party partners etc

Question 21

What are the key activities of Service Level Management?

Answer 21

Defining, recording and managing service levels.