What is the added value of ITSM?
It is business aligned and maintains a holistic Service Lifecycle approach.
What is a Process?
A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.
What are the characteristics of every process?
They are measurable, they deliver specific results, they deliver outcomes to customers or stakeholders, and they respond to specific events (triggers).
What is a process owner responsible for?
the improvements and ensuring that the process is fit for the desired purpose. They are accountable for the outputs of the process. Example: The owner for the Availability Management Process. Note: may not be responsible for performing many of the actual activities required for the process or service.
What is a service owner accountable for?
the delivery of a specific IT Service and is responsible for continual improvement and management of change affecting Services under their care. Example: The owner of the Payroll Service.Note: may not be responsible for performing many of the actual activities required for the process or service.
What is the Process Manager responsible for?
the operational (daily) management of a process. There may be several Managers for one the one process.
What are the 3 Service Provider Types?
Internal Service Provider, Shared Service Provider, and External Service Provider
What does the RACI model do?
shows how a process actually does work end-to-end across several functional groups by defining roles and responsibilities, as well as organizational structure.
What does "R" stand for in the RACI model and what is the definition?
Responsibility - actually does the work for that activity but is responsible to the function or position that has an "A" against it. Example: Process Manager
What does "A" stand for in the RACI model and what is the definition?
Accountability - is made accountable for ensuring that the action takes place, even if they might not do it themselves. Example: Process Owner
What does "C" stand for in the RACI model and what is the definition?
Consult - advice/guidance/information can be gained from this function or position prior to the action taking place.
What does "I" stand for in the RACI model and what is the definition?
Inform - the function or position that is told about the event after it has happened.
Note 2 general rules for the RACI model.
Only 1 "A" per row to ensure accountability; more than 1 "A" would confuse this. At least 1 "R" per row; shows that actions are taking place.
Each process should have a ?
Process Manager. It is also reasonable for each phase to have a Manager.
All the hardware, software, networks, facilities, services and support elements that are required to develop, test, deliver, monitor, control and support IT Services.
A set of specialized organizational capabilities for providing value to customers in the form of services.
The functions and processes utilized to manage services. Capabilities are intangible assets of an organization and cannot be purchased, but must be developed and matured over time.
A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. Resources are also considered to be tangible assets an organization.
A team or group of people and the tools they use to carry out one or more processes or activities. Functions provide units of organization responsible for specific outcomes.
Refers to a range of repositories for storing and accessing information - can include databases, filing cabinets, storage cupboards, etc.
What are 3 "why" questions of ITIL v3?
Why does a customer need this service? Why should the customer purchase services from us? Why should we provide "X" level of availability, capacity and continuity.
What dose asking the 3 "why" questions enable?
a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported, and improved in order to deliver maximum value to customers and stakeholders.
What are the goals of Service Strategy?
Design, develop and implement service management as a strategic asset and assisting growth of the organization. Define the strategic objectives of the IT organization.
A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks.
What are 3 Service Packages?
Core Service Package, Supporting Service Package, and Service Level Package
What is a Business Case?
a decision support and planning tool that projects the likely consequences of a business action. It is a justification for a significant item of expenditure. Includes information about costs, benefits, options, issues, risks, and possible problems.
What is the goal of Financial Managment?
To provide cost-effective stewardship of the IT assets and the financial resources used in providing IT services.
What are the benefits of Financial Management?
Enhanced decision making, Increased speed of change, Improved Service Portfolio Management, Financial compliance and control, Operational Control, Value capture and creation, Increased visibility, and Increased perception of IT.
What is the goal of Service Portfolio Management?
To assist the IT organization in managing investments in service management across the enterprise and maximizing their value.
What are the Investment Categories?
Run the Business, Grow the Business, and Transform the Business.
What does a Service Portfolio describe?
provider's services in terms of business value. They include the complete set of services managed by a Service Provider. These portfolios are used to articulate business needs and the provider's response to those needs, as well as prioritizing strengths, weaknesses and risks of you, the provider.
What is the goal of Demand Management?
To assist the IT Service Provider in understanding and influencing Customer demand for Services and the provision of Capacity to meet these demans in order to reduce excess capacity needs.
What are 2 ways to influence or manage demand?
Physical/Technical constraints, Financial constraints
Demand Management is responsible for understanding and strategically responding to business demands for services by...
Analyzing patterns of business activity and user profiles, and influence demand in line with the strategic objectives.
What is the goal of Service Design?
Convert strategic objectives into portfolios of services and service assets.
What is Service Design's ultimate concern?
the design of new or modified services for introduction into a production (live) environment. Service Design is also concerned with the design of new and modified processes required to deliver and support these services.
What are the aspects of Service Design?
Service Solutions, Service Management systems & tools, Technology Architecture, Processes, and Measurement Systems and Metrics. All to ensure that standards and conventions are followed.
What are Service Design Packages?
They define all aspects of an IT service and its requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major change, or IT Service Retirement.
What are the typical Service Design Package contents?
Business Requirements, Service Applicability, Service Contacts, Service Functional Requirements, Service Level Requirements, Service Program, Service Transition Plan, Service Operational Plan, Service Acceptance Criteria, Service Design & Topology, Organizational Readiness Assessment.
includes all of the functional requirements, resources, and capabilities needed and agreed upon.
What is the goal of Service Level Management?
to ensure that the levels of IT service delivery are achieved, both for existing services and new services accordance with the agreed targets.
What is Service Level Management concerned with?
Designing and planning the SLM process and Service Level Agreement (SLA) structure, Determining the requirements of customers groups to produce Service Level Requirements (SLRs), Negotiating and agreeing upon the relevant Service Level targets with customers to produce SLAs, Negotating and agreeing upon the support elements required by the internal IT groups to produce Operational Level Agreements (internal) and with Supplier Management for External Suppliers and Underpinning Contracts (external), Guarding agreements with customer, Monitoring Service Levels, and Reporting to the customer.
What are SLA Structures?
Service-based SLA, Customer-based SLA, Multi-level-based SLA (Corporate level, Customer level, and Service level)
What is a Service Improvement Plan (SIP)?
formal plans to implement improvements to a process or service.
What is the goal of Supplier Management?
To manage suppliers and the services they supply, to provide seamles quality of IT service to the business and ensure that value for money is obtained.
What are types of Outsourcing Arrangements?
Outsourcing, Co-sourcing, Partnership & multi-sourcing, Business Process Outsourcing, Knowledge Process Outsourcing, and Application Service Provision.
What is Outsourcing?
using one or more external suppliers to manager or assist in managing IT Services.
What is Co-sourcing?
An informal combination of insourcing and outsourcin, using a number of outsourcing organizations working together to co-source key elements within the lifecycle.
What is Partnership or Multi-sourcing?
Formal arrangements between two or more organizations to work together to design, develop, transition, maintain, operate, and/or support IT services. The focus here tends to be on strategic partnerships that leverage critical expertise or market opportunities.
What is Business Process Outsourcing?
Formal arrangements where an external organization provides and manages the other organization's entire business process(es) or function(s) in a low cost location. Common examples are accounting, payroll and call center operations.
What is Knowledge Process Outsourcing?
this is a new enhacement of Business Process Outsourcing, where external organizations provide domain-based processes and business expertise rather than just process expertise and requires advanced analytical and specialized skills from the outsourcing organization.
What is Application Service Provision?
Where external organizations provide shared computer-based services to customer organizations over a network. the complexitites and costs of such shared software can be reduced and provided to organizations that could otherwise not justify the investment.
What does Supplier Management manage?
all aspects of External Suppliers involved in provision of IT Services from tender, to monitoring and reviewing performance and renewal/termination of contracts.
What is the goal of Service Catalog Management?
To ensure that a Service Catalog is produced, maintained and contains accurate information on all operational services and those ready for deployment.
What are the 2 parts of creation and maintenance of Service Catalog?
Business Service Catalog (plain english using clear and concise language, and customer-facing document) and Technical Service Catalog (technical language, non-customer-facing - IT Dept use).
What is the goal of Capacity Management?
to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future needs of the business, in a timely manner.
What is the scope of Capacity Management?
all operational and development environments including all: Hardware, Software, Peripherals, Scheduling of HR, staffing level, skill levels and capacity levels.
What is the purpose of Capacity Management?
to find the right balance between resources and capabilities, and demand.
What are the Sub Processes of Capacity Management?
Business Capacity Management, Service Capacity Management, and Component Capacity Management.
What is Business Capacity Management?
Manage capacity tomeet future business requirements for IT services.
What is Service Capacity Management?
Focus on managing ongoing service performance as detailed in a SLA or SLR.
What is Component Capacity Management?
Identify and manage each of the components of the IT Infrastructure.
What are the activities of Capacity Management?
performance monitoring, demand management, application sizing, modeling, tuning, storage capacity management data, capacity planning, and reporting.
What is Performance Monitoring?
measuring, monitoring, and tuning the performance of IT Infrastructure components.
What is Demand Management?
Aims to influence the demand on capacity. This is the application of the policy laid out in the Service Strategy phase.
What is Application Sizing?
Determining the hardware or network capacity to support new or modified applications and the predicted workload.
What is the goal of Availability Management?
To ensure that the level of service availability delivered in a ll services is matched or exceeds the current an dfuture agreed needs of the business in a cost-effective manner.
What is Availability Management concerned with?
availability of services and components - not people. There are proactive and reactive elements to Availabilty Management.
What is Availability?
The ability of an IT Service or component to perform its required function at a stated instant or over a stated period of time.
What is Maintainability (internal)?
The abilityof an IT component to be retained in or restored to, an operational state, based on skills, knowledge, technology, backups, availability of staff.
What is Serviceability (external)?
The contractual obligation / arrangements made with 3rd parrty external suppliers Measured by Availability, reliability, and maintainability of IT Service and components under control of the external suppliers. Managed by Supplier Management in Service Design.
What is Vital Business Function (VBF)?
The business critical elements of the business process supported by an IT Service.
What is the goal of IT Service Continuity Management?
To support the overall Business Continuity Managemeny by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scales.
What is the scope and focus of IT Service Continuity Management?
The scope of IT Service Continuity Management considers all identified critical business processes and IT service(s) that underpin them. Focuses on major disruptions.
What are the recovery options of IT Service Continuity Management?
Do nothing, manual back-up, reciprocal agreement, gradual recovery (cold standby, $), intermediate recovery (warm standby, $$), fast recovery (hot standby, $$$), immediate recovery (hot standby, $$$).
What is Business Continuity Management (BCM)?
Strategies and actions to take place to continue Business Processes in the case of disaster.
What is Business Impact Analysis (BIA)?
Quantifies the impact loss of IT service would have on the business.
What is a Countermeasure?
This term can be used to refer to any type of control and is most often used when referring to measures that increase resilience, fault tolerance or reliability of an IT Service.
What is the goal opf Information Security Management?
To align IT security with business security, and ensure that information security is effectively managed in all service and IT Service Management activities.
What is the scope of Information Security Management?
To ensure that confidentiality, integrity, and availability (CIA) of an organization's assets, information data and IT services is maintained. Defines policies, standards and measures.
What are the 4 perspectives that Security Management must consider to ensure a balanced approach to security?
Ogranizational, Procedural, Physical, and Technical
What are the Security Measures?
Preventaion/Reduction, Detection/Repression, Correction/Recovery, and Evaluation.
What is Availability?
The information should be accessible at any agreed time. This depends on the continuity provided by the information processing systems.
What is Security Baseline?
The security level adopted by the IT organization for its own security and from the point of view of good 'due diligence'.
What is Security Incident?
Any incident that may interfere with achieving the SLA security requirements; materialization of a threat.
What is the goal of Service Transition?
the development and improvement of capabilities for transitioning new and changed services into operation.
What is the focus of Service Transition?
developing the ability/capability for the IT Department to transtion (build, test, and release) ANY service in a consistent and repeatable way. This will enable IT departments to effectively manage MANY changes/transitions. The processes contained within Service Transition have this responsibility.
What would the Service Design Manager hand over and to who?
Service Design Package, Service Transition Manager.
What is the goal of Knowledge Management?
to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.
What is the primary purpose of Knowledge Management?
to improve efficiency by reducing the need to rediscover knowledge. This requires accessible, quality and relevant data and information to be available to staff.
Describe the Data to Wisdom Graph
Data - Information - Knowledge - Wisdom (DIKW). X axis is Understanding, Y axis is Context, Data is center point. 45 degree angle from data: Information - who, what, when and where; Knowledge - How; Wisdom - Why.
What is the goal of Service Asset and Configuration Management?
To support the agreed IT service provision by managing, controlling, storing, and providing information about Configuration Items (CIs) and Service Assets throughout their life cycle.
What are terms that 'hint' to Service Asset and Configuration Management?
'logical model' and 'maintaining accurate records'
What is the scope of Service Asset and Configuration Management?
cover interfaces to internal and external service providers where there are assets and configuration items that need to be controlled (e.g. shared assets).
What are key activities of Service Asset and Configuration Management?
Management and Planning, Identification, Status Accounting, Reporting, Verification and Audit, and Control.
What is Status accounting?
Reporting of all current and historical data about each CI throughout its lifecycle.
What is Configuration baseline?
Configuration established at a specific point in time, captures both the structure and details of a configuration. Used as a reference point for later comparison.
What is the goal of Change Management?
to ensure that standardization methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization. the "big overseer" of all changes that may affect the quality of IT Services.
What is Normal change?
A change that follows all of the steps of the change process. It is assessed by either a Change Manager or Change Advisory Board (CAB).
What is Standard change?
A pre-approved change that is low risk, relatively common and follows a procedure or work instruction (e.g. password reset ot provision of standard equiptment to a new employee). RFCs (Requests for Change) are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request.
What is Emergency change?
A change that must be introduced as soon as possible (e.g. to resolve a major incident or implement a security patch). the change management process will normally have a specific procedure for handling emergency changes.
Who advises the Change Manager?
Members of the CAB, including External Suppliers when relevant. The Change manager is the chair and makes the final decision.
What are the 7 Rs questioons of Change Management used to assess the impact of the change and to assist in making an information decision?
who Raised the change? What is the Reason for the change? What is the Return required from the change? What are the Risks involved in the change? What Resources are required to deliver the change? Who is Responsible for the build, test and implementation of the change? What is the Relationship between the change and other changes?
What is Projected Service Outage (PSO)?
A document that identifies the effect of planned changes, maintenance activities, and tes plans on agreed service levels.
What is Change Advisory Board (CAB)?
Provide expert advice to Change Management, with representatives from Financial, IT background and customers.
What is the goal of Release and Deployment Management?
to deploy releases into production and establish effective use of the service in order to delivery value to the customer and be able to handover to Service Operation.
List 4 basic concepts of Release and Deployment Management.
Responsible for Definitive Spares (DS) and Definitive Media Library (DML). Responsible for building, testing, and releasing new/changed service. Works closely with Change Management and Service Asset and Configuration Management. Accountable to ensure that training of new service to Service Desk and users occur.
What is Release?
A collection of authorized changes to an IT Service. Also known as a Release Package.
What is Release Unit?
A Release Unit describes the portion of a service of IT infrastructure that is normally released together according to the organizations release policy. The unit may vary depending on type(s) or item(s) of service asset or service component such as hardware or software.
What is Definitive Media Library (DML)?
The secure library in which the definitive authorized versions of all media CIs are stored and protected. The DML should include definitive copies of purchased software (along with license documents or information) as well as software developed on site.
What is Definitive Spares (DS)?
Physical storage of all spare IT components and assemblies maintained at the same level as those within the live environment. These can then be used when needed for additional systems or in the recovery from incidents. Details recorded in the CMDB, controlled by Release Management.
What is Early Life Support?
Engaging the development teams in the "early life" of a newly transitioned service to assist with initial support, incident management and rapid knowledge development.
What is the goal of Service Operation?
to enable effectiveness and efficiency in delivery and support of IT services.
What are the basic concepts of Service Operation?
Where value is seen from the customer perspective, Achieving the Balance, Internal IT view vs. external business view, Stability vs. responsiveness, Quality of service vs. cost of service, Reactive vs. proactive.
What is the goal of Service Desk Function?
to support the agreed IT service provision by ensuring the accessibility and availability of the IT organization and by performing various support activities.
What are the Service Desk Organizational Structures?
Local Service Desk, Centralized Service Desk, Virtual Service Desk, and Follow the sun. (NOTE: A help desk is not a structure of a service desk)
List basic concepts of Service Desk Function.
meant to be the single point of contact for users. "Users" call Service Desk (customer calls = user calls). First line of support. good opportunity for staff to develop skills and move into more technical roles.
What is self-help?
refers to any means where the user may assist themselves to seek support (e.g. FAQs, Intranet forms/requests, Web-based support, Back-end process-handling software). Calling the Service Desk is NOT an example of self-help.
What is Incident?
Any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or a reduction in the quality of that service. A failure of a CI that has not yet affected service is also classified as an incident.
What is Service Request?
Request for information or status of a service (not related to loss of service). Includes standard changes (e.g. contact details, service availability, request for common software).
What is Request for Change?
Requests to Move, Add or Change (MAC). Asking for change to functionality of applications or supporting infrastructure - not a pre-approved change.
What is Access Rights?
Providing user or user groups rights to use a service, and the prevention of access to non-authorized users. It is effectively the execution of both Availability Management and Information Security Management, in that it enables the organization to manage CIA of the organization's data and intellectual property.
What is the goal of Technical Mangement Function?
provides guidance to IT Operations about how best to carry out the ongoing operational management of technology. This will partly be carried out during the Service Design phase but will be an everyday communication with IT Operations as they seek to achieve stability and optimum performance.
What does Technical Management Function refer to?
the teams/departments of IT support and design staff that manage/support/build/test the hardware side of IT.
What are 4 functions of Technical Management Function?
Custodian of technical knowledge and expertise related to managing IT Infrastructure. Provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Plays an important role in providing the actual resources to support the IT Service Management lifecycle. Ensures resources are effectively trained and deployed to design, build, transition, operate and improve the technology to deliver and support IT Services.
What is the goal of IT Operations Management Function?
To perform the daily operational activities needed to manage the IT Infrastructure. This is done according to the performance standards defined during Service Design.
What do the teams within IT Operations Management Function do?
they watch over the network on a daily basis to ensure that all is running well and undertaking the daily activities required to maintain the delivery and support of services.
What are the Sub Functions of IT Operations Management Function?
IT operations control (doing the 'spock', Think IT operations bridge or Networks Operation Centre (NOC)) and Facilities Management (Management of the physical IT environment, usually data centers or computer rooms).
What is the goal of Application Management Function?
support business processes by designing and supporting Application software to assist with service delivery.
What are the basic concepts of Application Management Function?
usually divided into departments based on the application portfolio of the organization allowing easier specialization and more focused support. Managing Applications throughout their lifecycle. Supports and maintains operational applications, and plays an important role in design, testing, and improvement of applications that form part of IT Services. Support the organization's business processes by helping to identify funcional and manageability requirements for application software. Assist in the design and deployment of those applicatoins. Provide ongoing support and improvement of those applications. Identify skills required to support the applications. Deciding whether to build or buy.
What is the goal of Event Management?
To enable stability in IT Services Delivery and Support by monitoring all events that occur throughout the IT infrastructure to allow for normal service operation and to detect and escalate exceptions.
What is Event Management about?
monitoring and escalating events which may have significance for the management of the infrastructure. Not just exception events!
What are some examples of Event Management?
Disk reaching capacity, Successful backup, Backups failed, Print outputs.
What is Event?
a change of state that has significance for the management of a Configuration Item (including IT Services). This can be detected by technical staff or be automated alerts or notifications created by CI monitoring tools.
What is Alert?
A warning that a threshold has been reached or something has been changed (an event has occurred).
What is the goal of Incident Management?
to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
What are the Incident Managment Activities order for an Escalation?
Identification, Logging, Categorization, prioritization, Initial Diagnosis, Functional Escalation, Investigation, Diagnosis, Resolution, Recovery, Closure.
What is Incident?
An unplanned interruption to an IT service or reduction in the qualityof an IT service. Failure of a CI that has not yet affected service is also an incident.
What is Service Request?
A request by a user for information, advice or for a standard change or for access to an IT service (not an incident).
What is Incident Model?
Predefined steps for handling a particular type of incident that has been seen before.
What are the basic concepts of a Major incident?
Shorter timescales, Separate procedurem High impact and urgency, and Defined by business.
What are the basic concepts of an Escalation?
Functional (based on knowledge and expertise), Hierarchical (passing up due to timliness or "VIP"), Responsible for 1st, 2nd, and 3rd line support groups, and Incident Mgmt Activities (in order).
What is the goal of Problem Management?
to minimize the adverse impact of incidents and Problems on the business that are caused by errors within the IT infrastructure, and to prevent the recurrentce of Incidents related to these errors.
What are the activities of Problem Management?
Reactive Problem Management (detection/logging/investigation etc), Proactive Problem Management (Trend analysis, Major Problem Reviews, and Targeting preventative action.
What is Known Error?
Known underlying cause. Successful diagnosis of the root cause of a Problem, and a workaround or permanent solution has been identified.
What is Workaround?
A set of predefined steps to take as a means of reducing or eliminating the impact of an incident or problem (e.e. restarting a failed Configuration Item). Workarounds for problems are documented with the Known Error records in the KEDB.
What is the goal of Request Fulfillment?
to provide an efficient channel for users to make requests, gain information and obtain standard services.
Who carries out Request Fulfillment?
Service Desk Function, desktop support or other groups as required.
What is a Service Request?
a request for information or advice, a request for a standard change, a request for access to an IT Service, Not related to a loss of service (i.e. incident), and not a normal change.
What is the goal of Access Management?
to grant authorized users the right to use a Service while preventing access to non-authorized users in order to protect the confidentiality, integrity, and availability (CIA) of information and infrastructure.
Access Management is the execution of policies and action defined in what?
Information Security and Availability Management
What are activities of Access Management?
verification, providing rights, monitoring identity status, logging and tracking access, removing or restricting rights.
What is the goal of Continual Service Improvement?
To ensure continual improvements to IT Service Management Processes and IT Services.
What guidance does CSI give?
in creating and maintaining value for your customers through better design implementation and support of services.
What is the goal of Service Measurement and Reporting?
to coordinate the design of metrics, data collection and reporting activities from the other processes and functions.
What are the 4 reasons why it is important to measure and report?
to validate that we are supporting strategy and vision, to justify actions/expenses/measures take or applied, to direct resources(time & money) in the most appropriate way, to intervene when necessary (e.g. to avoid breaching SLAs).
What are the types of metrics in Service Measurement and Reporting?
Technology Metrics, Process Metrics, and Service Metrics.
What is Technology Metrics?
Often associated with component and application-based metrics such as performance, availability etc. System architects/designers.
What is Process Metrics?
captured in the form of Key Performance Indicators (KPIs) and activity metrics for the service management processes. They help to determine the overall health of a process. Four key questions KPIs can help answer are centered around quality, performance, value, and compliance. CSI uses these metrics to identify improvement opportunities for each process.
What is Service Metrics?
The results of the end-to-end service. Component metrics are used to calculate the service metrics.
After a Change has been implemented, an evaluation is performed. What is the evaluation called?
Post Implementation Review
Defining the value and objectives of IT Services is the primary concern of which of the following elements of the Service Lifecycle?
The main objective of Availability Management is?
To ensure that service availability matches or exceeds the agreed needs of the business.
What is the sequence of activities for handling an incident?
identification, logging, categorization, prioritization, initial diagnosis, functional escalation, investigation and diagnosis, resolution and recovery, closure.
What is an objective of Continual Service Improvement (CSI)?
to improve process efficiency and effectivenes and to improve services.
which aspect of Service Design is missing from the list?
The design of services
The design of Service Management systems and tools
The design of technology architecture and management systems
The design of the measurement systems, methodsd and metrics to be used
the design of processes
what is the first activity of the Continual Service Improvement (CSI) model?
understand the vision of the business
which ITIL process is involved in performing risk assessments and a business impact analysis to determine appropriate "countermeasures" to be implemented?
IT Service Continuity Management
Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?
Automated workflow of ITIL processes
Measurement and reporting systems
Distribution and installation of patches
Performance testing of new and modified systems
What is the purpose of Event Management?
to detect events, make sense of them and determine the appropriate control action.
What is the relationship between the Configuration Management System (CMS) and Service Knowledge Management System (SKMS)?
the CMS forms part of the SKMS
Which is not a step in the Continual Service Improvement (CSI) model?
What is the vision?
Did we get there?
Is there a budget?
Where are we now?
is there a budget
What does Supplier Management NOT do?
they do not negotiate internal and external agreements to support the delivery of services.
What does "warranty of service" mean?
customers are assured of certain levels of availability, capacity, continuity and security.
What is a process owner responsible for?
defining the targets that will be used to evaluate process performance.
How do organizations use Resources and Capabilities in creating value?
they are used to create value in the form of goods and services.
IT Service Management is best described as?
a set of specialized organizational capabilities for providing value to customers in the form of services.
ITIL can be best described as?
a holistic, Service Lifecycle approach to ITSM based on international best practices.
Processes can be described as?
inter-related activities carried out for the purpose of creating value for customersr or stakeholders.
What are the 4 Ps of Service Design?
The People, Partner, Product, and Process of elements to be considered in the design of services.
The scope of the Change Management process includes changes to services and other configuration items (CIs) across the whole Service Lifecycle. What types of changes are NOT usually included within the scope of change management?
Changes to a mainframe computer
Changes to Business Operations
Changes to a Service Level Agreement
The retirement of a service
Changes to Business Operations
Which process is responsible for recording relationships between service components?
Service Asset and Configuration Management
Technical Management is NOT responsible for?
defining the Operational Level Agreements for the various technical teams.
The best definition of an event is?
An occurrence that is significant for the management of the IT Infrastructure or delivery of services.
The goal of Service Asset and Configuration Management is to?
provide a logical model of the IT infrastructure.
learnring and improvement is the primary concern of which phases of the Service Lifecycle?
Continual Service Improvement (CSI)
What is the dfiference between a Known Error and a Problem?
the underlying cause of a Known Error is knkown. The underlying cause of a Problem is not known.
Which ITIL process is responsible for drawing up a charging system?
Financial Management for IT Services
Which process review Operational Level Agreements (OLAs) on a regular basis?
Service Level Management
Who is authorized to establish an agreement with the IT organization for the purchase of IT Services?
Why should monitoring and measuring be used when trying to improve services?
to validate, direct, justify and intervene
There have been multiple incidents recorded by the Service Desk. It appears that the network is congested due to multiple connections. What kind of actions should the Service Deesk analyst take in this instance?
They should ask the Problem Manager to look into the problem right away.
What is the best definition of an Incident Model?
a set of pre-determined steps to be followed when dealing with a known type of incident
What is the best description of an Operational Level Agreement (OLA)?
an agreement between IT Service Provider and another part of the same organizatiom that assists in the provision of services
What is the RACI model used for?
documenting the roles and relationships of stakeholders in a process or activity
What is the role of Emergency Change Advisory Board (ECAB)?
to assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved.
Which of the following would be stored in the Definitive Media Library (DML)?
Copies of purchased software
Copies of internally developed software
Relevant license documentation
The Change Schedule
Copies of purchased software, copies of internally developed software and relevant license documentation.
Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?
What are the 3 main types of metrics as defined in Continual Service Improvement (CSI)?
Process Metrics, Service Metrics, and Technology Metrics.
What best describes a Service Level Package?
a definitive level of utility and warranty associated with a serrvice package.
What does Operations Control refer to?
Overseeing the monitoring and escalating of IT operational events and activities
List 5 Service Operatoins processes
Incident Management, Problem Management Event Management, Access Management, and Request Fulfillment
Which is correct:
CSI provides guidance on improving efficiency and effectiveness
CSI provides guidance on improvements to services
CSI provides guidance on improvement of all phases except Service Strategy
CSI provides guidance on measurement processes
improving efficiency/effectiveness, improvement to services, and measurement process.
What best describes a Workaround?
A Service Desk Operator uses a pre-defined technique to restore service as this Incident has been seen before.
What is a responsibility of Service Level Management?
supporting the creation of a Business Service Catalogue
What is NOT an example of a Service Request?
A user calls the Service Desk because they would like to change the functionality of an application.
Which of the following statements are CORRECT about Functions?
They provide structure and stability to organizations
They are self-contained units with their own capabilities and resources
They rely on processes for cross-functional coordination
They are costlier to implement compared to processes
They provide structure and stability to organizations.They are self-contained units with their own capabilities and resources. They rely on processes for cross-functional coordination
Provide a definition of Outsourcing delivery model options.
Insourcing relies on internal resources; outsourcing relies on external organization(s) resources.
Which is accurate?
Only one person can be responsibile for an activity
Only one person can be accountable for an activity
only one person can be accountable for an activity
What is the primary objective of Knowledge Management?
to ensure reliable and secure information and data is available throughout the Service Lifecycle.
What does Service Transition provide guidance on?
transitioning new services into live environment, releases, and the transfer of services to or from external providers.
Which activity in Service Asset & Configuration Management would help ascertain which Configurations Items are undergoing maintenance at a particular moment in time?
In which ITIL process are negotiations held with the customer about the availability and capacity levels to be provided?
Service Level Management
Big bang vs. Phased, Push vs. Pull and Automated vs. Manual are options considered within which process?
Release and Deployment Management
List 3 objectives of the Release and Deployment Management process.
To develop a release and deployment policy, to ensure that training occurs for new service to operations and support staff, and to ensure that new services are tested prior to release.
The Information Security policy should be available to which groups of people?
All customers, users and IT staff
What best describes a Local Service Desk structure?
A Service Desk that is situated in the same location as the users it serves
Which one of the following is NOT one of the ITIL phases?
Which is NOT an objective Service Design Phase?
Ensure that IT staff are trained and able to carry out building and testing of new service
Convert strategic objectives in portfolios of services and service assets
Ensure production and maintename of Service Catalog
Ensure cost justifiable capacity of service is matched to business needs.
Ensure that IT staff are trained and able to carry out building and testing of new service
Learning and improvement is the primary concern of what elements of the Service Lifecycle?
Continual Service Improvement (CSI)
The objective of Service Asset and Configuration Management is best descibed as?
to define and control the components of services and infrastructure and maintain accurate configuration records.
What is the objective of the Change Management process?
Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner.
Which of the following is NOT an objective of Serice Operation?
Thorough testing, to ensure that services are designed to meet business needs
To deliver and support IT Services
To manage the technology used to deliver services
To monitor the performance of technology and processes
thorough testing, to ensure that services are designed to meet business needs
Which of the following would NOT be stored in the Definitive Media Library (DML)?
Master copies of authorized software
Backup tapes of financial data
Master copies of controlled documentation
Backup tapes of financial data
What is Application Sizing?
The activity responsible for understanding the resource requirements needed to support a new application, or a major change to an existing application. It helps to ensure that the IT Service can meet its agreed Service Level Targets for capacity and performance.
What is Maintainability?
A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure. Maintainability is often measured and reported as MTRS (mean time to recover service - downtime)
What is Modeling?
A technique used to predict the future behavior of a system, process, IT service, CI, etc
What is Status Accounting?
Reporting of all current and historical data about each CI throughout its lifecycle