What is ITIL?

Information technology Infrastructure Library- A set of best-practice publications for IT

service management
What is Service Management?
A set of specialized organizational capabilities for providing value to customers in the form of
services
What is IT Service Management (ITSM)?
The implementation and management of quality IT services that meet the needs of the
business
Service
A means of delivering value to Customers by facilitating outcomes customers want to achieve
without the ownership of specific costs or risks.
What are the four p's of Service Design
People, partners, process, products
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
Characteristics of a process
Processes are measurable, delivers specific results, deliver primary outcomes to customers or
stakeholders, responds to specific events (Triggers)
Function
A team or group of people and the tools or other resources they use to carry out one or more
processes or activities. E.g. Service desk
Role
A set of responsibilities, activities and authorities assigned to a person or team
Service owner
A role responsible for managing one or more services throughout their entire lifecycle.
Responsible for developing strategy for their service
E.g. Owner of Email service
Process owner
The person who is held accountable for ensuring that a process is fit for purpose. His
responsibilities include sponsorship, design, continual improvement of the process and its
metrics
What is RACI?
A model used to help define roles and responsible. RACI stands for Responsible,
Accountable, Consulted and Informed
Capabilities
The ability of an organization, processes, people, management, and Knowledge. They are
intangible assets of an organization.
Resources
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 of an
organization.
Types of service provider
Internal (Type1), Shared Services unit (Type II), External service provider (Type III)
Best Practice
Proven activities or processes that have been successfully used by multiple organizations.
E.g. ITIL is an example of best practice
Customer
Someone who buys goods and services.
User
A person who uses the IT Service on a day to day basis.
Value creation
Created by combination of Utility and Warranty
What is Utility?
Fit for purpose - Functionality/Features offered to meet a particular need (what a service
does).
What is Warranty?
Fit for use - How the service is delivered
Warranty refers to Availability, Capacity, continuity and Security
Service Packages
Core Service package, Supporting Service package, Service Level package
Business case
Justification for a significant item of expenditure. Includes information about costs, benefits,
options, issues, risks and possible problems
Risk
Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat
5 Lifecycles of ITIL
Service Strategy, Service Design, Service Transition, Service Operations and Continual
Service Improvement
Purpose 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.
Processes of Service Strategy
Strategy management for IT services, Service Portfolio management, Finance management
for IT services, Demand management, Business Relationship management
Purpose of Service Portfolio management
To ensure that the service provider has the right mix of services to balance the investment in
IT
To track investments throughout their lifecycle and ensure that appropriate returns are
achieved
What does Service portfolio contain?
Service pipeline, Service catalogue and Retired services
Service pipeline
A document listing all IT services that are under consideration or development, but are not yet
available to customers
Service catalogue
A document with information about all live IT services, including those available for
deployment
Retired services
Decommissioned services
Service Portfolio management process activities
Define, Analyze, Approve, Charter
Investment categories
Run the Business (RTB)
Grow the Business (GTB)
Transform the Business (TTB)
What is the purpose of Financial management for IT services?
To secure the appropriate level of funding to design, develop and deliver services. It identifies
the balance between cost and quality of service
Benefits of Financial management process
Enhanced decision making, Financial compliance and control, Improved insight and
communication of the value created by IT services etc.
3 activities of Finance management
Budgeting, Accounting and Charging
Purpose of Demand management
To understand, anticipate and influence customer demands for services and to work with
Capacity management to ensure the Service provider has capacity to meet its demand
Objectives of Demand management
Identify and analyze patterns of business activity (PBA). Define and analyze User profiles and
influence the demand
What is PBA?
A workload profile of one or more business activities. Represents changing business demands
User profiles
A pattern of user demand for IT services. Each user profile includes one or more PBAs
Purpose of Business Relationship management process
To establish and maintain relationship between the service provider and customer based on
understanding the customer and their changing business needs
Key activities of BRM process
Being the voice of the service provider to the customer
Being the voice of the customer to the service provider
Scope of BRM
Business outcomes that the customer wants to achieve
How to optimize services for the future
Ensuring high levels of customer satisfaction etc.
Purpose of Service Design
The main purpose of service design stage of the lifecycle is the design of new or changed
services together with governing IT practices, processes and policies for introduction into the
live environment
What are the aspects of Service Design?
Design Management information systems and tools
Design of service solutions
Design of technology architectures
Design processes
Design measurement methods and metrics
Primary output of Service Design
Service Design Package (SDP)
Contents of Service Design Package (SDP)
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 etc.
4 P's of Service Management
People, Products, Partners, Processes
Processes in Service Design
Service Catalogue Management
Service Level Management
Supplier Management
Capacity Management
Availability management
IT Service Continuity management
Information Security management
Design co-ordination
Purpose of Service Catalogue Management
To provide and maintain single source of consistent information on all operational services,
and those being prepared to run operationally, and to ensure that it is widely available to those
who are authorized to access it
2 view structure of Service Catalogue
Business Service Catalogue, Technical Service Catalogue
What is Business Service Catalogue?
This contains details of all the IT services This contains details of all the IT services delivered
to the customer (customer facing services) together with the relationships to the business units
and business processes that rely on the IT services
What is Technical Service Catalogue?
This contains details of all the supporting IT services, together with relationships to the
customer facing services they underpin and the components
3 view structure of Service Catalogue
Wholesale Customer view, Retail customer view, supporting services view
Purpose of Service Level management
To ensure that all the current and planned IT services are delivered to agreed achievable
targets and to correct or improve the level of service delivered
Service level requirements (SLR)
Detailed recording of the customer's needs, forming the basis for design criteria for the new or
changed service
What is service Level agreement (SLA)?
An agreement between an IT Service provider and a customer. The SLA describes the IT
service, Service level targets and specifies the responsibilities of the IT service provider and
the customer
Operational level agreement (OLA)
Internal agreement with another function of the same organization which supports the IT
service provider in their delivery of their services
SLAM chart
A service level agreement monitoring (SLAM) chart is used to help monitor and report
achievement against Service Level targets
SLA structures
Service-based SLA, Customer-based SLA, Multi-level-based SLA (Corporate level, Customer
level, and Service level)
Service Improvement plan
Formal plans to implement improvements to a process or service.
Purpose of Supplier management
To manage suppliers and to obtain value for money from suppliers to provide seamless quality
of IT service to the business and ensure that underpinning contracts and agreements with
suppliers are aligned to business needs and they meet their contractual commitments
Categorization of Suppliers
Strategic, Tactical, Operational and Commodity
Under Pinning contract (UC)
Contract with an external supplier that supports the IT organization in the delivery of their
services
What is SCD?
Supplier and Contracts database
Purpose of Capacity management
To ensure that cost justifiable IT capacity in all areas of IT always exist and is matched to the
current and future agreed needs of the business in a timely manner
Sub processes of Capacity management
Business capacity management, Service capacity management, Component capacity
management
Business capacity management
Manage capacity to meet future business requirements for IT services
Service Capacity management
Management, control and prediction of the end to end performance and capacity of the live
operational service usage and work loads
Component capacity management
Management, control and prediction of the performance, utilization and capacity of individual
IT technology components
Contents of Capacity management information systems (CMIS)
Capacity performance reports, data, forecasts and Capacity plans
What is Application sizing?
Determining the hardware or network capacity to support new or modified applications and
the predicted workload
What is modeling?
A technique that is used to forecast the behavior of the system, process, CI etc. under certain
conditions
Purpose of Availability management
To ensure both the current and future availability needs of the business are met and the level
of service availability delivered in all services is matched to or exceeds the current and future
business requirements, in a cost effective and timely manner
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.
Formula to calculate availability
Availability = Agreed Service Time (AST)- Down Time (DT)/Agreed Service Time*100
Reliability
A measure of how long a component or IT service can perform its agreed operation without
interruption
Maintainability
A measure of how quickly and effectively a component or IT service can be restored to
normal working of a failure
What is fine tuning?
Modifications made for better utilization of current infrastructures
Serviceability
The ability of a third party supplier to meet the terms of its contract
Vital Business Functions (VBFs)
The business critical elements of the business process supported by an IT service
What is MTRS?
Meantime to restore service - The average time taken to restore a service - Down time
What is MTBF?
Meantime between failures - is the average time that an IT service or CI can perform its
agreed function without interruption - Uptime
What is MTTR?
Mean time to repair - The average time taken to repair an IT service or CI after a failure
Purpose of IT service continuity management process?
To support overall business continuity management (BCM) process by ensuring that the
required IT technical and service facilities can be resumed within the required and agreed
business timescales
Business Impact Analysis (BIA)
Quantifies the impact to the business that loss of IT service would have and identifies the
most important services to the organization
Activities of IT service continuity management
Initiation, Requirements and Strategy, Implementation, Ongoing operations
What is Business Continuity management (BCM)?
Strategies and actions to take place to continue business processes in case of a disaster
Purpose of IT 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
Confidentiality
Protecting information against unauthorized access and use
Integrity
Accuracy, completeness and timelines of services, data information, systems and physical
locations
Availability
The information should be accessible at any agreed time
Purpose of Design coordination
To ensure that the objectives of the service design stages are met by providing and
maintaining a single point of coordination and control for all activities and processes within
this stage of the service life cycle
Scope of Design coordination
All design activities and all new or changed service solutions that are being designed for
transition into the live environment or retirement
Purpose of Service transition lifecycle phase
To ensure that new, modified or retired services meet the expectations of the business as
documented in Service strategy and Service design
Purpose of Transition, planning & support process
The purpose of the Transition, planning and support process is to provide overall planning for
service transitions and to coordinate the resources that they require
Processes of Service Transition
Transition Planning and Support
Change Management
Service Asset and Configuration management
Release and Deployment management
Knowledge management
Purpose of Change management
The purpose of change management process is to control the lifecycle of all changes, enabling
beneficial changes to be made with minimum disruption to IT services
Change types
Normal changes, Standard changes, Emergency changes
Normal change
A change that is not an emergency or standard change which follows the defined steps of the
change management process
Standard change
A pre-authorized change that is low in risk, relatively common and follows a procedure or
work instruction. E.g. Password reset
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
Remediation
Recovery of a known state after a failed change or release
Change proposal
A document that includes a high level description of a potential service introduction or
significant change
Change Advisory board (CAB)
A group of people that support the assessment, prioritization, authorization and scheduling of
changes. Usually made up of representatives from all areas within the IT service provider,
business and suppliers
7 R's of Change management
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?
Purpose of Service Asset and configuration management
The purpose of SACM is to ensure that the assets required to deliver services are properly
controlled and that accurate and reliable information about these assets is available when and
where it is needed
What is a Configuration item (CI)?
Any component or other service asset that needs to be managed in order to deliver an IT
service which are under the control of Change management
E.g. Hardware, Software, people, Formal documentation etc.
Configuration baseline
The baseline of a configuration that has been formally agreed and is managed through the
change management process which is used as a basis for future builds, releases and changes
Configuration management database (CMDB)
A database used to store configuration records throughout their lifecycle and stores attributes
of CIs and their relationships
Configuration management system (CMS)
A set of tools, data and information that is used to support service asset and configuration
management.
Definitive media library
A secured library in which the definitive authorized versions of all media CIs are stored and
protected. It stores master copies of versions that have passed quality assurance tools
Definitive Spares
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 are recorded in the CMDB, controlled by Release
Management
Purpose of Release and Deployment management
To plan, schedule and control the build, test and deployment of releases and to deliver new
functionality required by the business while protecting the integrity of existing services
What is a release unit?
CIs that are normally released together
Release
One or more changes to an IT service that are built, tested and deployed together
Release package
A set of CIs that will be built, tested and deployed together as a single release
Release types
Major release, Minor release, Emergency release
Major release
Containing large proportions of new functionalities
Minor release
Contains small enhancements and fixes
Emergency release
Normally lined to an emergency change
Release and deployment approaches
Big bang versus phased approach, Push versus Pull approach, Automated versus Manual
deployment
Purpose of knowledge management
The purpose of the knowledge management is to share perspectives, ideas, experience and
information and to ensure that these are available in the right place, right time to enable
informed decisions and to improve efficiency by reducing the need to rediscover knowledge
What is DIKW?
Data, Information, Knowledge and Wisdom
What is SKMS?
Service knowledge management system which is a set of tools and databases that is used to
manage knowledge, information and data
Purpose of Service Operations lifecycle
To coordinate and carryout the activities and processes required to deliver and manage
services at agreed levels to business users and customers and responsible for the ongoing
management of technology that is used to deliver and support services
Processes in Service Operations lifecycle
Event management
Incident management
Problem management
Request fulfillment
Access management
Functions in Service operations lifecycle
Service Desk
Technical management
Applications management
IT operations management
Purpose of Event management
The purpose of event management is to manage events throughout their lifecycle. The
activities are to detect events, make sense of them and determine appropriate control action is
coordinated by the event management process
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 can be automated alerts or notifications
created by CI monitoring tools
Alert
A warning that a threshold has been reached or something has been changed (an event has
occurred).
Trigger
An indication that some action or response to an event may be needed
Types of events
Informational, Warning and Exceptional
Purpose of Incident management
To restore normal services operation as quickly as possible and thereby minimize the adverse
impact on the business operations, thus ensuring that the best possible levels of service quality
and availability are maintained.
What is an incident?
An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure
of a CI that has not yet affected service is also an incident
What is an impact?
A measure of the effect of an incident, problem or change in business processes
Urgency
A measure of how long it will be until an incident, problem or change has a significant impact
on the business
Priority
The relative importance of an incident, problem or change. Priority is based on impact and
urgency
Incident model
Predefined steps for handling a particular type of incident that has been seen before
2 types of escalations
Functional and Hierarchical
Major incident
The highest category of impact for an incident
Purpose of Problem management
Problem management seeks to identify the root cause of incidents or to minimize the adverse
impacts of incidents and problems that are caused by the underlying errors
Eliminate recurring incidents and to minimize the impact of the incidents that cannot be
prevented
Problem
Underlying cause of one or more incidents
Reactive Problem management
Resolution of underlying root cause
Proactive problem management
Prevention of future problems by analyzing incident records and using data collected by other
IT service management processes and external sources to identify trends or significant
problems. Generally it is undertaken as part of Continual service improvement
What is KEDB?
Known Error Database
What is Work around?
A set of predefined steps to take as a means of reducing or eliminating the impact of an
incident or problem (e.g. restarting a failed Configuration Item). Workarounds for problems
are documented in the Known Error records in the KEDB
Purpose of Request fulfillment
The purpose of request fulfillment is to manage all service requests raised by the users
throughout the lifecycle
Service Request
A formal request from a user for something to be provided. E.g. Request for information,
advice, password reset etc.
Request model
Specific procedures for handling certain types of requests
Purpose of Access management
To grant access to other authorized users, the right to use a service while preventing access to
non-authorized users by enforcing the policies defined by Information Security and
Availability management
Activities of Access management
Verification, providing rights, monitoring identity status, logging and tracking access,
removing or restricting rights
What is Access?
Access refers to the level and extent of service's functionality or data that a user is entitled to
use
Identity
The information about the user that distinguishes them as an individual and which verifies
their status within the organization
Rights
Also called privileges, refer to the actual settings where by a user is provided access to a
service or group of services.
Purpose of Service Desk
Improved customer service, perception of IT and satisfaction with IT services
Increase accessibility to IT services through a single point of contact, communication and
information
Better quality and faster turnaround of customer or user IT requests
Service Desk Organizational structures
Local Service Desk, Centralized Service Desk, Virtual Service Desk, Follow the sun and
Specialized
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)
Purpose of Technical management
To help plan, implement and maintain a stable technical infrastructure to support the
organization's business processes and to provide detailed hands on skills and resource to
support the IT infrastructure
Role of Technical management
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.
Purpose of Application management
Application management is responsible for managing applications throughout their lifecycle
Activities of Application management
Application Management
Application development
Identify skills required to support the applications
Deciding whether to build or buy.
Purpose of IT operations management
The focus is on building, repeatable, consistent actions which if repeated frequently at the
right qualitative level will ensure the success of operations
The actual value of the services being delivered by the organization is delivered and measured
Sub functions of IT operations management
IT operations control and Facilities management
Role of IT operations control
Oversees the execution and monitoring of the operational activities and events in the IT
infrastructure.
Includes console management, job scheduling, Backup and restore, Print and output
management and maintenance activities
Role of Facilities management
The management of physical IT environment, typically a datacenter or computer rooms and
recovery sites together with all the power and cooling equipment
What is CSI?
Continual Service Improvement
Purpose of CSI
To align IT services with changing business needs by identifying and implementing
improvements to IT services and processes that support the business.
Improve effectiveness, efficiency and economics of all processes associated with delivering
services
Goal of Service measurement and reporting
To coordinate the design of metrics, data collection and reporting activities from the other
processes and functions
What is service measurement?
The ability to predict and report service performance against targets of an end to end service
Reasons to monitor and measure
To validate
To justify
To intervene
To direct
CSI Register
Contains important information for the overall service provider
Improvement
Favorable outcome showing a measurable increase in a desirable metric or a decrease in
undesirable metric
Benefit
Gain achieved from improvement
Return on Investment (ROI)
Quantifiable monetary benefit achieved by expending a certain amount of money, usually
expressed as a percentage
Value on Investment (VOI)
Non-monetary benefit such as branding, achieved by expending a certain amount of money
Baseline
Benchmark used as a reference point for later comparison
Types of Metrics
Technology metrics
Process metrics
Service metrics
Technology metrics
Often associated with component and application-based metrics such as performance,
availability etc
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
Service metrics
The results of the end-to-end service. Component metrics are used to calculate the service
metrics
What is PDCA?
Plan, Do, Check, Act - Deming cycle
Plan
Establish the objectives and processes necessary to deliver results in accordance with
customer requirements and the organization's policies
Do
Implement the processes
Check
Monitor and measure processes and product against policies, objectives and requirement for
the product and report the results
Act
Take actions to continually improve process performance
4 types of Key performance Indicators
Quality, Performance, Value, and Compliance
Purpose of Seven step improvement process
To define and manage the steps needed to identify, define, gather, process, analyze, present
and implement improvements
Seven step improvement process- stages
Step
1. Identify the strategy for improvement
2. Define what you will measure
3. Gather the data
4. Process the data
5. Analyze the information and data
6. Present and use the information
7. Implement improvement
Continual service improvement model
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 momentum going?
Which of the following are the Four Ps of Service Design?
People, Partners, Products, Processes
Which of the following is a benefit of using an incident model?
It provides pre-defined steps for handling particular types of incidents
the following are examples of tools that might support the Service Transition phase of the
Lifecycle
1. A tool to store definitive versions of software 2. A workflow tool for managing changes 3.
An automated software distribution tool 4. Testing and validation tools
What are the Four Ps of Service Design
The implementation of ITIL Service Management as a practice is about preparing and
planning the effective and efficient use of the four Ps: the People, the Processes, the Products
and the Partners
What is a benefit of using an incident model?
It provides pre-defined steps for handling particular types of incidents. An Incident Model is a
way of pre-defining the steps that should be taken to handle a process.
What are examples of tools that may support the Service Transition phase of the ITIL
lifecycle?
- A tool to store definitive versions of software
-A workflow tool for managing changes
-An automated software distribution tool
-Testing and validation tools
Analyzing the agreed business requirements and service levels for a new service is part of:
Service Design
What is one thing that IT services should deliver to customers?
Value: The definition of a service starts "A service is a means of delivering value to
customers..."
What can be described as "Self-Contained units of organizations"?
Functions: By definition "Functions are units of organizations specialized to perform certain
types of work ... They are self-contained ..."
value creation through services can be viewed as:
The customer's perception of the service is an important factor in value creation
Some statements about Problem Management are:
-It ensures that all resolutions or workarounds that require a change to a Configuration Item
(CI) are submitted through Change Management.
-It provides management information about the cost of resolving and preventing problems
What are some basic concepts included in Access Management?
-Verifying the identity of users requesting access to services.
-Setting the rights or privileges of systems to allow access to authorized users
What is an activity of the Service Asset and Configuration Management process?
Specify the relevant attributes of each Configuration Item (CI)
What are some aims of the Release and Deployment Management process?
-To ensure there are clear release and deployment plans.
-To ensure there is minimal unpredicted impact on production services, operations and
support.
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 should a service catalogue contain?
Details of all operational services.
The goal of the Service Catalogue Management process is to ensure that a Service Catalogue
is produced and maintained, containing accurate information on all operational services
The Information Security Policy should be available to which groups of people?
All customers, users and IT staff.
Information Security is the concern of everybody who is authorized and has access to it.
What is a process owner responsible for?
Ensuring that the process is performed as documented.
A process owner is responsible for ensuring that their process is being performed according to
the agreed and documented process.
What is the RACI model used for?
Documenting the roles and relationships of stakeholders in a process or activity.
What is the purpose of the Request Fulfilment Process?
Dealing with service requests from the users
What is the purpose of Event Management?
The ability to detect events, make sense of them and determine the appropriate control action.
What are some objectives of Continual Service Improvement?
-To improve process efficiency and effectiveness.
-To improve services
What is a MAJOR activity of Demand Management?
Understanding patterns of business activity
"Patterns of business activity (PBA) influence the demand patterns seen by the service
providers ..." It is very important to study the customer's business to identify, analyze and
codify such patterns.
Which process is responsible for reviewing Operational Level Agreements (OLAs) on a
regular basis?
Service Level Management
Learning and Improvement is the PRIMARY concern of which phase of the Service
Lifecycle?
Continual Service Improvement
The Service Desk is:
The Service Desk is a function that provides a means of communication between IT and its
users for all operational issues.
What is an activity of the Service Level Management (SLM) process?
Discussing service achievements with customers.
What are some things that would be stored in the Definitive Media Library (DML)?
-Copies of purchased software.
-Copies of internally developed software
-Relevant license documentation
What is a true statement as it relates to Configuration Management System (CMS) and the
Service Knowledge Management System (SKMS)?
The CMS forms part of the SKMS
Which process is responsible for recording relationships between service components?
Service Asset and Configuration Management
What is a good description of an Operational Level Agreement (OLA)?
An agreement between an IT service provider and another part of the same organization that
assists in the provision of services.
What is a course of action to take when a problem workaround is found?
The problem record remains open and details of the workaround are documented within it.
Service Transition provide guidance on:
-Moving new and changed services into production.
-Testing and Validation.
-Transfer of services to or from an external service provider.
What does the term Operations Control refer to?
Overseeing the execution and monitoring of operational activities and events.
What are the elements of a Service Design Package?
-Agreed and documented business requirements.
- A service definition for transition and operation of the service.
-Requirements for new or changed processes.
-Metrics to measure the service.
What is the MAIN goal of Availability Management?
To ensure that service availability matches or exceeds the agreed needs of the business.
A technician uses a pre-defined technique to restore service as the incident has been seen
before. This is an example of which of the following?
A workaround is the technique used to restore service based on an Incident that has been seen
before.
"Warranty of a service" means:
Customers are assured of certain levels of availability, capacity, continuity and security.
Warranty is derived from the positive effect on services offered by being available when
needed, in sufficient capacity or magnitude, and dependably in terms of continuity and
security.
What is the role of the Emergency Change Advisory Board (ECAB)?
To assist the Change Manager in evaluating emergency changes and to decide whether they
should be approved.
What types of changes are NOT usually included within the scope of service Change
Management?
Changes to business strategy.
Which phase of the service lifecycle provides a framework for evaluating service capability
and risk profile before and during service deployment?
Service Transition
The Configuration Management System
Maintains relationships between all service components and any related incidents, problems,
known errors, change and release documentation.
The Definitive Media Library (DML):
-can include a physical store.
-The DML includes master copies of controlled documentation
Known Error Database (KEDB) should:
The KEDB should be used during the incident diagnosis phase to try to speed up the
resolution process.
What are the three sub-processes of Capacity Management?
-Business Capacity Management
-Service Capacity Management
-Component Capacity Management
technology would help to support
-Self-Help
-Reporting
-Release and Deployment
-Process design
Key Performance Indicators (KPIs) and Metrics are:
-Service metrics measure the end-to-end service
-Each KPI should relate to a critical success factor
-Continual Service Improvement (CSI) uses process metrics to identify improvement
opportunities
-KPIs can be both qualitative and quantitative
What is the first activity of the Continual Service Improvement (CSI) model?
Understand the business vision and objectives.
Input from which processes could be considered by Service Level Management when
negotiating Service Level Agreements (SLA)?
All the other ITIL processes need to be consulted for their opinion on what are realistic targets
for meeting the business requirements
a change model is
A change process model predefines steps that should be taken to handle a change in an agreed
way
Which service lifecycle phase is responsible for ensuring that measurement methods will
provide the required metrics for new or changed services?
Service Design
A configuration model documents the relationships between:
Services, assets and infrastructure
The following processes include a need to carry out risk assessment and management against
services and supporting assets:
-IT Service Continuity Management
-Information Security Management
Service Desk staff need to have:
Awareness of business culture and business priorities. This is essential for Service Desk staff
to do their job well.
processes is/are
-All processes must have an owner
-A process takes one or more inputs and turns them into defined outputs
demand for IT services is
driven by patterns of business activity
definition of an incident mode
A set of pre-defined steps to be followed when dealing with a known type of incident
Demand Management and Financial Management are processes described within which phase
of the service lifecycle?
Service Strategy
ALL processes should
deliver value for stakeholders
the Four Ps of Service Design
The four major areas that need to be considered in the design of effective service
management.
The People, the Processes, the Products (services, technology and tools) and the Partners
(suppliers, manufacturers and vendors)
In which phase of the service lifecycle In which phase of the service lifecycle would it be
decided what services should be offered and to whom they will be offered?
Service Strategy
The following should be treated as an incidents:
-A user is unable to access a service during service hour.
-An authorized IT staff member is unable to access a service during service hours.
-A network segment fails and the user is not aware of any disruption to service.
-A user contacts the Service Desk about slow performance of an application
The service owner should undertake the following activities:
-Representing a specific service across the organization.
-Helping to identify service improvements.
-Representing a specific service in CAB meetings
An example of a service request using the Request Fulfilment process is:
A user calls the Service Desk to order a toner cartridge
A failure has occurred on a system and is detected by a monitoring tool. This system supports
a live IT service. When should an incident be raised?
Immediately to limit or prevent impact on users.
Which of the following is a type of Service Level Agreement (SLA) described in the ITIL
Service Design publication?
Customer-based SLA
Problem Management can support the Service Desk by
providing known errors to speed up incident resolution
What roles are defined in the RACI model
Responsible, Accountable, Consulted, Informed
Which process considers the following options?
-Big bang and phased
-Push and pull
-Automated and manual
Release and Deployment Management
Continual Service Improvement (CSI) provide guidance on
-How to improve process efficiency and effectiveness.
-How to improve services
-Improvement of all phases of the Service Lifecycle
-Measurement of processes and services
Service Operation processes are:
-Incident Management
-Problem Management
-Access Management
-Event Management
-Request Fulfilment
What is the role of Facilities Management?
Facilities Management, by definition refers to the management of the physical IT
environment, typically a Data Centre or computer rooms.
Which of the following are generic elements of a process?
1.Process activities
2.Process policy
3.Process roles
4.Process metrics
definition of Service Management
Service Management is a set of specialized organizational capabilities for providing value to
customers in the form of services
The BEST way to define the services in the Service Portfolio is to base the definitions on:
The business outcome of the service.
Which of the following are activities that would be carried out by Supplier Management?
-Evaluation and selection of suppliers
-Ongoing management of suppliers
Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement
Which of the following statements BEST describes a Definitive Media Library (DML)?
A secure library where definitive authorized versions of all media Configuration Items (CIs)
are stored and protected
What are the MAIN activities in the Service Strategy management process?
1.Define the market
2.Develop the offerings
3.Develop strategic assets
4.Prepare for execution
The goal of Problem Management is:
To prevent Problems and resulting incidents from happening.
One organization provides and manages an entire business process or function for another
organization. This is known as:
Business Process Outsourcing
responsibilities of a Service Level Manager
-Agreeing targets in Service Level Agreements (SLAs)
-Ensuring required contracts and agreements are in place
Valid examples of business value measures are:
-Customer retention
-Time to market
-Market share
guidance in Service Strategy helps answer:
-What services should we offer and to whom?
-How do we differentiate ourselves from competing alternatives?
-How do we truly create value for our customers?
To add value to the business, what are the four reasons to monitor and measure?
Validate; Direct; Justify; Intervene
Which process is responsible for low risk, frequently occurring, and low cost changes?
Request Fulfilment
Governance is concerned with:
Ensuring that defined strategy is actually followed
What does a service always deliver to customers?
Value
Understanding customer usage of services and how this varies over time is part of which
process?
Demand Management
An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
Extreme focus on cost
Seven R's of Change Management
A set of questions that should be asked to help understand the impact of Changes
The following should be supported by technology
-Verification of Configuration Management System (CMS) data
-Control of user desk-tops
-Creation and use of diagnostic scripts
-Visibility of overall IT Service performance
Who owns the specific costs and risks associated with providing a service?
The Service Provider
IT Operations Management has been asked by a customer to carry out a non-standard activity,
which will cause them to miss an agreed service level target. How should they respond?
Make a decision based on balancing stability and responsiveness
The ITIL CORE publications are structured around the Service Lifecycle. Which of the
following statements about the ITIL COMPLEMENTARY guidance is CORRECT?
It provides guidance to specific industry sectors and types of organization
Which of the following are the two primary elements that create value for customers?
Utility and Warranty
The BEST Processes to automate are those that are:
Simple and well understood
Service Transition adds value to the business by improving:
The success rate of changes and releases for the business
Which of the following balances has to be dealt with by Service Operation?
Stability versus responsiveness
Stability versus responsiveness
-Preferences
-Perceptions
-Business outcome
What CANNOT be provided by a tool?
Wisdom
Which Service Design process makes the most use of data supplied by Demand Management?
Capacity Management
An Event could be caused by:
-An exception to normal operation, such as a device exceeding a threshold or an unauthorized
Configuration Item (CI) being detected on the network.
-Normal operation, such as a user logging into an application or an email reaching its intended
recipient
What is the Service Pipeline?
All services that are at a conceptual or development stage, or are undergoing testing
Which of the following is an objective for the 7-Step Improvement process?
To identify goals and objectives in order to properly identify what should be measured.
Which of these people and processes can raise problems?
-Incident Management
- Suppliers and Developers
-Proactive Problem Management
What should be accessed to know where we stand now in the 7-step process?
Baseline
Service Desk which supports specific types of requests or incidents is called:
Specialized Service Desk
PBA and UP are a part of:
Demand Management
Custodian of technical knowledge and expertise relating to managing the IT infrastructure is
the role of:
Technical Management
Change Management scope does not include:
strategic change of an organization.
Service Package is the combination of:
Core Service Package, Supporting Service package and Enabling Service Package.
In a process, RACI is the model used for identifying the following
Roles and Responsibilities
Defining what will be measured is compared to the ____ step in Plan Do Check Act.
Plan
An SDP is produced for
New Service, Major Change in a service and Retiring Service.
Who is responsible for communication and interaction with customers?
Business Relationship Manager
Catalogue Management which has information about the business and its relationship with
business units and processes is called:
Business Service Catalogue
The three types of metrics are:
Technology, Process and Service Metrics
The four parameters of the Warranty in Service Value are:
Availability, Continuity, Capacity and Security.
Right access to the right files to the right people at the right time is the objective of:
Information Security Management.
Finance Management Activities include:
Accounting, Budgeting and Chargeback.
Which is the content to be avoided when drafting an SLA?
Legal terms
_____ is used as reference point for the future builds, releases and changes
Baseline
A measure of how quickly and effectively a component can be restored to normal condition is:
Maintainability.
CSF and KPI are the metrics for:
Process.
All the improvement initiatives are recorded in:
CSI Register
Deciding how to differentiate ourselves from our competitive alternatives is the objective of:
Service Strategy.
The Business Critical elements of a business process supported by an IT service is called
Vital Business Functions
Branding value is the type of:
Value on Investment
The storage place for all software CDs, codes, and licenses is called:
Definitive Media Library.
Creation of the Service Design Package is the main objective of:
Design Coordination.
When might a Known Error be raised?
When the RCA is not identified but a workaround has been provided
Release Policy should contain:
-a Unique Identification Number
-roles and responsibilities.
-frequency of the releases.
A Major Incident should have:
-separate procedure
-shorter time scales
-high level of urgency
Service Capacity, Business Capacity and Component Capacity are the components of:
Capacity Management
The agreement between the internal departments of an organization, which helps the Service
Provider to deliver the service, is called a(n):
Operational Level Agreement
________ ensures right information is delivered to the appropriate person at the right time.
Knowledge Management
____ is the type of the event where a manual or an automated interference is required.
Warning
Service which is needed in order to deliver the core service is called
Enabling Service
Pre-authorized changes with documented procedure are called:
Standard Change
Pipeline services, Active services and Retired services are the components of:
Service Portfolio Management
The performance of the supplier is managed by which process
Supplier Management
The ITIL Core is structured around:
A service lifecycle
A process responds to:
specific triggers
A process is
measurable
A process delivers value to:
customers and stakeholders
ITIL core publications are:
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement
What are some responsibilities of a service owner?
-Accountable for the process meeting stakeholder and business objectives
-Defining the process strategy and assisting with the process design
-Ensuring the appropriate levels of documentation and communication
How are functions best described?
A group of people and the tools they use to carry out one or more processes
Which of the following groups are stakeholders in service management?
--customers and users
-service providers
-suppliers
What is a use for the RACI model?
Documenting roles and relationships of stakeholders in a process or activity
Which best describes a service?
A means of delivering value to customers by facilitating outcomes that customers want to
achieve without the ownership of specific costs and risks
What does the service lifecycle refer to?
All stages in the life of an IT service
What is always true?
Only one person can be accountable for each activity or task
Which of the following lists the components of a service portfolio?
-Service pipeline
-Service Catalog
-Retired services
How does an organization use resources and capabilities to create value?
To create value in the form of goods and services
What is the meaning of warranty of a service?
Customers are assured of a certain level of availability, capacity, continuity and security.
What process deals with compliments and complaints?
business relationship management
Which element of the service lifecycle has the setting of policies and objectives as its primary
concern?
service strategy
What are major activity of financial management?
-Budgeting
-Accounting
-Charging
IT services deliver:
value to stakeholders
A business case is best described as the justification for:
a significant item of expenditure
Customers perception and business outcomes help to define what?
the value of a service
A service asset is
any capability or resource of a service provider
The main purpose of availability management is
to ensure that service availability matches or exceeds agreed needs of the business
What is not true about supplier management?
It manages OLAs with internal groups to support the delivery of services
Designing the functional requirements of a new service is part of
service design: design a new or changed service
what is the correct description of the four P's of service design?
the four major areas that need to be considered in the design of effective service management
What is not a process included in service design?
incident management
What activity is SLM responsible for?
discussing service achievements with customers
what is included in a service design package?
everything necessary for testing, introduction, and operation of a new or changed service
what would a service catalog contain?
details of all operational services
the wording of an SLA should be
clear and concise, leaving no room for ambiguity so everyone can understand it
SLM is not responsible for
Ensuring that all non-operational services are recorded within the service catalog
Which of the following would not be supported in the DLM?
backups of application data
What is the role of ECAB?
TO assist the change manager, evaluate emergency changes, and decide weather the changes
should be approved.
objective of service transition
ensure minimal unpredicted impact on production services, operations, and support
organizations to increase customer and user satisfaction
objective of SACM
to define and control the components of services and infrastructure and maintain accurate
configuration records
what are some processes described in service transition?
knowledge management
change management
release and deployment management
types of changes
standard change
normal change
emergency change
purpose of SACM is to
ensure that the assets required to deliver services are properly controlled
objectives of deployment management process
ensure the integrity of release packages
ensure required knowledge and skills are transferred to operation functions
deploy release packages into live environments
objective of change management process
to ensure all changes are recorded, managed, tested, and implemented in a controlled manner
which type of change does an ECAB evaluate
Emergency Change